Of the first feature, Bender said, “Now if a customer has a question about their load in transit, they have to call us, and we have to enter the system to learn the status and get back to them,” he said. “With our new system, they can log in and see for themselves the location of the truck. It’s a way to add more transparency and efficiency to what we offer.”
Kurtz said shippers that use a third-party logistics partner like Sunrise Logistics, have an expectation for real-time shipment tracking so they know the status and any risks for not meeting on-time delivery commitments.
“This element is no longer a ‘nice to have’ feature,” said Kurtz. “It’s a requirement in the competitive landscape. So, for Sunrise Logistics, our investment in technology to better serve our customers and meet their expectations is a strategic imperative.”
He added that including shipment tracking as a part of the customer portal allows customers to self-serve and monitor one shipment or all shipments as they need or want to. “We are not flooding their inboxes with multiple updates and customers don’t have to make a phone call, send an email or wait for Sunrise Logistics associate to reach out with an update,” he said. “The update is there when the customer wants it.”
Regarding the second feature — visibility of the rate schedule — Bender said, “This offers the convenience of being able to search the destinations we serve and see if it aligns with where they need to ship and instantly get a rate for delivery. In the past the customer would have had to call our office with the request, and then someone here would look up the destination and respond with a rate. The process is greatly expedited and much more efficient.”
Bender added that the system is intuitive and offers customers the ability to create an easy reference list, similar to a favorites list, so they can view rates of specific lanes that they use frequently.
“This greatly enhances the user experience, because we offer around 500 delivery destinations in our network, so they can save time and focus on the lanes that are important to them,” said Bender.
He said the customer portal went live on May 19, following just 10 weeks of development.