The personal service conundrum facing forwarders going digital

© Virojt Changyencham

Customer relationships and industry expertise will remain the backbone of freight forwarding, despite the wave of digitalisation sweeping across the industry.

According to Norman Global Logistics (NGL) Asia’s managing director, Stefan Holmqvist, providing online cargo quotes and booking tools are an additional communication layer with customers.

“We will always need relationships with our clients and to provide them with the service and the know-how, that’s the backbone of our business,” he told The Loadstar.

“Some new types of companies are coming into the ...