Thought Leadership

The $700 Billion Freight Industry: How Partnering With a BPO Specialist Can Help Freight Companies Compete For Revenue

Earlier this year, Chris Spear, President and CEO of the American Trucking Association, was quoted in a press release saying “trucking is literally the driving force behind our great economy.” The ATA’s annual compendium of trucking industry data found that the industry generated $700 billion in annual revenue in 2017, translating to roughly 79% of the nation’s freight bill, according to the press release. The compendium also stated that 7 million people were employed in jobs related to the trucking industry.

 “Safe, reliable, and efficient motor carriers enable businesses throughout the supply chain to maintain lean inventories, thereby saving the economy billions of dollars each year,” Spear stated.

With the high amount of possible revenue and economic push, it is important for freight businesses to focus on creating competitive tactics in order to remain relevant in a highly time-sensitive sector. It comes as no surprise that the main area of competition for this industry is time management; mainly on how fast a product can get picked up and delivered safely. When $700 billion is at stake, how can these businesses compete for customers while adapting lean systems?

It’s simple: companies enhance their competitive edge by perfecting the loading and delivery of their customer’s products while allowing a third-party to help with logistical support.

Freight companies can remain focused on perfecting delivery methods while a Business Process Outsourcing (BPO) specialist like DATAMARK, Inc. can handle the scheduling and booking. Additionally, a specialist can also process billing and payments, assuring the continuous generation of revenue without straying from the commitment to timely delivery. This can be handled in a centralized contact center. What this means for the freight company is that customer service costs can remain low by allowing facilities, training, and technology costs to be spread across multiple clients. The freight company can focus more money on its core operation instead of spending it on in-house contact center processes.

But what will really generate revenue is the retention of highly-satisfied customers. In order to produce highly-satisfied customers, freight companies need to establish great contact center services to meet their demands. Many times, customers relate the company’s quality of service to that of the one they receive when speaking to a live agent.

Freight companies, however, operate from all over the nation and perhaps cannot provide a consistent protocol for answering customers’ calls and concerns. DATAMARK employs agents who are highly trained and skilled, specializing in great customer satisfaction. Our technology and facilities are optimized for creating a positive customer experience, offering multichannel options such as voice calls, email, web chat, and even bilingual (English and Spanish) communication. 

In addition to contact center services, DATAMARK also offers document processing for freight companies, another option that allows for ongoing operations without interrupting core functions.

In an industry with $700 billion in possible profit, it is imperative for freight companies to make wise business decisions to ensure optimized profit. This includes considering a BPO specialist for logistical support.

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