Freight Forwarder Boosts Revenue by Adopting Gen AI-Based, Automated Customer-Centric Solutions

A global freight forwarder faced significant challenges with timely risk management and customer communication. Supply chain disruptions – such as port congestion, labor strikes, and unexpected weather events – led to costly delays and a reactive approach to managing impacted shipments. Customers often experienced communication delays, leaving them uninformed about potential risks and disruptions until it was too late. Compounding the issue, irrelevant alerts inundated the freight forwarder’s team, burying critical insights and preventing efficient response times.

By implementing Windward Early Detection, powered by advanced AI and MAI Expert™, the forwarder transformed its disruption management approach, shifting from reactive to proactive. Early Detection provided real-time, customized alerts specific to each shipment, filtering out irrelevant data and delivering actionable insights.

The forwarder can now:

1. Stay ahead of disruptions: identify and communicate disruptions before customers even know. This proactive approach sets a new standard of service, exceeding customer expectations.
2. Targeted, meaningful alerts: custom alerts are filtered for relevance, ensuring that only critical, shipment-specific notifications reach the customers. This shift reduces noise and enhances the clarity and relevance of communication, boosting customer satisfaction.
3. Insight-driven recommendations: MAI Expert™ contextualizes each anomaly by linking them to the impacted shipments of the forwarder customer. These insights enable the forwarder to offer real solutions to their customers, not just notifications.

The implementation of Windward Early Detection has led to remarkable results:

• Reduction in customer complaints: proactive and relevant alerts significantly reduced customer frustration with unexpected delays.
• Increase in customer satisfaction: tailored, timely alerts and action-oriented recommendations have enhanced trust and reliability.
• Improved operational efficiency: automated, real-time insights have streamlined disruption management, saving teams hours previously spent on manually tracking and responding to disruptions.
• Boost in revenue and profitability: by automating proactive risk management and reducing manual workload, the freight forwarder has unlocked new revenue opportunities. Timely, relevant alerts and actionable insights help prevent costly disruptions, driving growth and profitability through improved customer retention and the ability to attract new business.

Experience the Windward Customer Service Advantage

Windward Early Detection has redefined disruption management for this freight forwarder, transforming their ability to stay ahead of supply chain risks and providing a competitive edge in customer experience. Through relevant alerts and data-driven recommendations, they are not only protecting their operations from costly disruptions, but also delivering peace of mind to their customers.