Raising the Bar: What We’re Doing to Improve Customer Experience in Logistics

Most freight problems get dealt with after the customer notices them. A truck is late, nobody has called, and the first anyone hears is the receiver asking where their pallets are. We work the other way round, and the main way we do it is dull: somebody looks at every shipment, every day.

Every shipment gets looked at, every day

Not sampled. Not flagged by an exception report. Every file on the board gets opened daily and checked against the paperwork — documents, routing, timing, customs status.

Most of the time that turns up nothing and it has still been worth doing, because the things it catches are the things that cost money when they are found late: a commercial invoice that never arrived, a broker who has not been appointed, a delivery booked into a receiver that closes at noon on Fridays.

It is also why our tracking page can be quiet and the shipment still be fine. No update showing does not mean nobody has looked.

You get told before you ask

The test is not whether we answer the phone. It is whether you had to pick it up.

If a load is going to miss its day, that is a call from us on the day we know, not a reply to your email two days later. If customs is holding something, you hear what is holding it and what will release it.

When something does go wrong, the useful thing is a specific answer, so that is what we try to give: which shipment, what happened, what we are doing, when you will next hear from us.

Customs is handled here, not forwarded on

We are a cross-border carrier first, and most of what makes cross-border hard is paperwork rather than driving.

Moto has its own customs department. They deal with brokers and border officers daily, they know what a given crossing wants, and they are in the same building as the people moving your freight — so a customs question does not become a game of telephone between three companies.

If you have not imported before, getting set up is the part that catches people out, and it is worth doing before you have freight waiting at a border rather than after.

What this does not mean

It does not mean nothing goes wrong. Weather closes passes, a receiver turns a truck away, a border inspection happens. We cannot stop any of that.

What we can do is notice early and tell you straight, which is the part most of the industry treats as optional.

If that is the kind of freight relationship you are after — particularly across the border — send us a shipment to quote and see how it goes. That is a better test than anything written on this page.