Success Stories
7 MIN READ
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Adi Ben Mayor
Co-Founder and CPO at Monada
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In the fiercely competitive freight forwarding industry, keeping a close eye on key performance indicators (KPIs) isn’t just beneficial – it’s vital. These metrics are the heartbeat of your operations, driving efficiency, profitability, and customer satisfaction. Below, we break down our experience with global freight forwarders into this ultimate guide tailored for logistics executives, sales leaders, and managers. Discover how to calculate the most critical KPIs, understand the benefits of monitoring them, and learn from real-life examples.
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Benefits: Understanding transportation rates helps freight forwarders benchmark pricing, negotiate better rates with carriers, and control transportation costs. For example, if you notice a particular route is consistently more expensive, you can renegotiate terms or find alternative carriers.
Real-Life Example: At Global Freight Solutions, the team noticed their shipping rates to Southeast Asia were significantly higher than the industry average. They decided to renegotiate their terms with carriers and explore alternative shipping routes. After intense negotiations and trial of different options, they successfully reduced their costs by 12%. This not only saved money but also allowed them to offer more competitive rates to their customers, which increased their business in that region by 20%.
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Benefits: Helps assess the profitability of different trade routes and make strategic decisions. For instance, if a trade line between New York and Hamburg is yielding higher profits compared to another, it might make sense to focus more resources there.
Real-Life Example: Blue Ocean Logistics analyzed their trade lines and discovered that shipments to Europe were significantly more profitable than those to South America. After reallocating their sales resources to focus on European routes, they saw a 20% increase in overall profitability.
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Benefits: Improves customer satisfaction by providing precise quotes and minimizing discrepancies. For instance, accurate quoting can prevent disputes and ensure smooth transactions.
Real-Life Example: Skyline Freight faced numerous complaints about pricing discrepancies. They decided to implement a Monada as their new quoting solution, which reduced errors by 30%. Customer complaints about pricing nearly vanished, and the company's customer satisfaction scores soared.
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Benefits: Measures the effectiveness of the sales team and helps refine the quoting process. A high quote win rate indicates a strong alignment between customer needs and service offerings.
Real-Life Example: At Prime Logistics, the sales team began incorporating social proof widgets into their quotations, highlighting customer reviews and case studies for diverse services. This resulted in an increase in their quote win rate from 40% to 60%.
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Benefits: Indicates cost efficiency of processes and services and helps in budget management. For example, a CPI greater than 1 suggests that you are getting more value for less cost, which is ideal for managing tight budgets.
Real-Life Example: Eagle Eye Freight initially struggled with inefficiency in their sales process because they were handling everything manually. Sales team members spent excessive time creating quotations, tracking customer interactions, and managing follow-ups, leading to a CPI of 0.8. This meant they were not utilizing resources effectively, resulting in higher costs and lower productivity.
Recognizing the need for improvement, Eagle Eye Freight implemented Monada CRM. The CRM automated the quotation process, provided better visibility into sales activities, and streamlined customer interactions. With Monada CRM, the team could generate accurate quotations quickly, send follow-ups and reminders effortlessly, and monitor the entire sales pipeline in real-time.
As a result, their CPI improved to 1.2, indicating efficient resource utilization and cost savings. The automation and enhanced visibility allowed the sales team to focus more on engaging with customers and closing deals rather than getting bogged down in administrative tasks.
The newfound efficiency also enabled the team to reinvest the saved resources into targeting and prospecting more leads, and closing more deals.
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Benefits: Assesses productivity and helps in resource allocation. If a particular client yields high revenue per hour, it makes sense to prioritize their projects.
Real-Life Example: By tracking RWH, Navigator Logistics identified that servicing a particular high-value client was extremely profitable. They prioritized this client to get more of their shipments, resulting in a 10% increase in overall revenue.
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Benefits: Measures profitability per hour worked, aiding in cost management. For example, tracking GMWH can highlight areas where efficiency can be improved to boost margins.
Real-Life Example: Evergreen Freight analyzed their Gross Margin per Work Hour (GMWH) and found that their sales and procurement processes were not as efficient as they could be. The procurement team spent excessive hours managing customer requests, pricing shipments, creating quotes, and following up manually. This inefficiency resulted in a low GMWH, indicating poor utilization of their work hours and reduced profitability.
To address this, Evergreen Freight adopted Monada CRM. The CRM automated the entire procurement process, from receiving customer requests to pricing shipments, generating quotes, and managing follow-ups. The system provided real-time visibility into each stage of the sales cycle, allowing the team to track and manage customer interactions more effectively.
By implementing Monada CRM, Evergreen Freight was able to reduce the hours invested in each customer by automating repetitive tasks and streamlining the workflow. This increased their GMWH by 15%, reflecting a more efficient and profitable use of their work hours.
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Benefits: Helps understand the average annual revenue per customer contract. This metric is crucial for evaluating long-term customer value and revenue stability.
Real-Life Example: Atlas Freight Services focused on securing long-term contracts with multiple tradelines and services (air, ocean; LCL and FCL), increasing their ACV from $50,000 to $70,000. This strategy provided more predictable and stable revenue streams, allowing the company to plan future investments with confidence.
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Benefits: Measures the total revenue potential from a customer over their lifetime. Knowing CLV helps in tailoring customer retention strategies.
Real-Life Example: Star Freight used CLV to identify their most valuable customers. By implementing targeted retention strategies such as personalized service and loyalty promotions, they increased their CLV by 20%. The customer service team was praised for their exceptional efforts in building long-lasting relationships.
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Benefits: Provides insight into the average revenue generated per customer annually. It helps in understanding customer value and planning sales strategies.
Real-Life Example: By analyzing ARPC, Rapid Transit Logistics identified underperforming customer segments. They tailored their marketing efforts with newsletters and upsells specifically for these segments, boosting ARPC by 18%. The marketing team's data-driven approach was recognized as a best practice within the company.
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Benefits: Measures profitability on a per-customer basis annually. It helps in identifying high-value customers and optimizing service offerings.
Real-Life Example: Freight Masters used AGMPC to identify their most profitable customers. They focused on upselling and cross-selling to these customers, increasing their AGMPC by 10%. This strategy was highlighted in the company’s annual report as a key driver of profitability.
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Benefits: Indicates the ability to maintain long-term business relationships. High client loyalty metrics are a testament to the company’s customer service and reliability.
Real-Life Example: Phoenix Logistics implemented a loyalty program and boutique-like customer service, which increased their repeat customer rate by 20% within a year.
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Benefits: Measures customer loyalty and repeat business. A high repeat purchase rate indicates strong customer satisfaction and trust.
Real-Life Example: By focusing on customer engagement and recurring follow-ups, Geodis increased their repeat booking rate by 21%. This was achieved through personalized communication and tailored service offerings that met the specific needs of their customers.
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Benefits: Indicates customer loyalty and retention effectiveness. High CRR means customers are consistently satisfied and choose to continue doing business with you.
Real-Life Example: TransGlobe Logistics discovered a significant cost variance due to unexpected fuel surcharges and other GRI. By analyzing the root cause, they revised their quoting process. This adjustment minimized future cost variances and improved customer satisfaction by setting more accurate expectations.
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Benefits: Shows the portion of revenue generated from existing customers. High retained sales indicate strong customer loyalty and satisfaction.
Real-Life Example: By focusing on retaining existing customers through weekly newsletters and loyalty programs, Vector Freight Solutions increased their retained sales percentage by 23%. This approach included offering exclusive discounts and personalized services to their loyal customers.
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Benefits: Tracks discrepancies between estimated and actual costs. For example, if the actual cost of shipping a consignment is consistently higher than quoted, it highlights inefficiencies and helps in revising the quoting process.
Real-Life Example: Tangaroa Logistics discovered a significant cost variance due to unexpected fuel surcharges. By adjusting their quoting process to include potential surcharges, they minimized future cost variances and improved customer satisfaction.
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Benefits: Measures customer satisfaction and likelihood of referrals. High NPS scores suggest a strong reputation and potential for growth through word-of-mouth.
Real-Life Example: SwiftCargo conducted NPS surveys and discovered that their customers were dissatisfied with the tracking accuracy. By investing in advanced tracking technologies and improving communication, SwiftCargo increased their NPS from 50 to 70. This improvement not only boosted customer loyalty but also led to an increase in referrals and new business.
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Benefits: Tracks delivery performance and punctuality. A high OTIF rate demonstrates reliability and efficiency, which can significantly enhance customer trust and satisfaction.
Real-Life Example: Starline Freight monitored their OTIF metrics and found that deliveries to certain regions were frequently delayed. By collaborating with local carriers and optimizing their logistics network, Starline Freight improved their OTIF rate from 85% to 95%. This not only increased customer satisfaction but also reduced the number of customer complaints and returns.
Mastering KPIs is your ticket to unlocking exceptional performance in the freight forwarding industry. Monitoring these metrics helps you optimize processes, drive sales, secure new business, and elevate customer satisfaction—all while enhancing profitability and driving revenue growth. By understanding what to track and where to focus your efforts, and leveraging the right technology, you can effectively analyze data and make informed, strategic decisions.
Remember, it's not about tracking everything; it's about tracking the right things. Quality and focus take precedence over quantity, ensuring that your team has the actionable insights they need to continuously improve performance and exceed customer expectations. This targeted approach will not only keep you competitive but also propel your business toward sustained success in the fast-paced logistics landscape.