A project was launched to support our client, a small family-owned clearing and freight forwarding business, by conducting a comprehensive review of their operations. The goal was to assess current processes and identify opportunities to improve turnaround times, reduce rework in quoting and invoicing through the use of templates, and implement a live tracker to provide customers with real-time updates.
This collaborative effort, involving the entire client team, focused on uncovering gaps and delivering transformative improvements to how their work is carried out.
The project focus was to modernise internal processes, reduce manual work, and improve communication and turnaround time across the business.
A detailed assessment of workflows was conducted across quoting, invoicing, document handling, and customer communications. Forms such as customs declarations, invoices, and bills of lading were digitised to eliminate paper-based inefficiencies. Approval workflows were also automated to speed up processing and ensure secure, paperless records.
Cloud-based systems were implemented to create structured, accessible templates allowing the team to standardise key processes and reduce rework while improving version control and collaboration.
Real-time visibility was introduced with live shipping dashboards by integrating carrier APIs and digital formats, customers and staff now have instant access to shipment progress and delivery status.
Customer experience was central to the transformation, and automated alerts were set up to keep clients informed on customs clearance, delivery, invoicing, and cost tracking, building trust through transparency and proactive updates.
This project is currently in progress, with further phases planned to deepen automation and enhance customer experience.