CHALLENGE

Peak season brings its fair share of demands, as shipping volume increases any process breakdown is amplified and
that’s what one of our clients out of Tennessee was dealing with – billing discrepancies post-peak took on average
11 months to be cleared with a dedicated team of 4 Freight Brokers communicating between client and customer to
resolve the backlog (worth >160k in salaries and missed opportunities of booking freight, not to mention the carrier
dissatisfaction and business implication of delayed payments).

SOLUTION

Express, connected with the key stakeholders of the process to understand the ideal and actual flow, completed
daily observation sessions for about one week and completed a root-cause analysis (RCA) for the backlog. The
RCA was shared with the operational stakeholders, and quick confirmation was received on its accuracy which
empowered all to support with brainstorming activities and Standard Operating Procedure (SOP) documentation.

Once the SOPs were created, our team supported with observation and audit sessions to ensure compliance.
Overall, the client enjoyed increased interaction between customers and shipping facilities, better driver
management and retention rates, improved document tracking and review for smooth financial decision-making
which ideally leads to healthier relationships.

OUTCOME

After implementation, client moved from 11-months
timeline to clear backlog, to 3-months within the first
year, and down to 1-month by second year.