The personal service conundrum facing forwarders going digital
Customer relationships and industry expertise will remain the backbone of freight forwarding, despite the wave ...
Panalpina says it is making headway in its digital transformation with the launch of a system that allows customers to get real-time quotes, book and pay online.
Currently available on an invite-only basis, My Panalpina will help the 3PL catch up with its rivals, it says.
In a statement, the company said customers would be able to manage their supply chain end to end, with all partners in one digital place.
“They can request an instant quote, as well as book and track their shipments in an intuitive, integrated and thus seamless flow,” it added.
“Self-service reporting will complement the experience and, as features are added, the portal will offer interaction capabilities with both Panalpina’s customers and its suppliers.”
As well as real-time quotes, the system also provides real-time tracking and full shipment visibility with customers able to access the service through mobile devices.
Chief executive Stefan Karlen said: “Digitalisation is the number-one trend in logistics and our new customer portal is an industry game-changer.
“People increasingly expect to quote, buy, sell and deliver online on dedicated platforms, and my priority is that we offer an engaging, seamless digital experience.”
CIO Ralf Morawietz said the real-time quoting and shipment visibility capabilities were at the core of modern customer demands.
The company said it expected to roll out the platform to its wider customer base in the summer.
“There is still significant paperwork, coupled with inefficient processes in the industry,” Mr Karlen added. “We are one step closer to creating a truly digital end-to-end enterprise, which will enable us to drive down costs, shorten response time and offer multiple communication channels.”