The logistics industry is complex, dynamic, and highly operational. Until recently, companies have relied on conventional methods to manage the host of challenges that arise, but this is rapidly changing.
Digitization is reshaping global logistics, as outdated legacy systems and processes are replaced with more innovative, data-driven solutions. According to a report by McKinsey, investment in digital logistics is surging across all sectors.
This might seem like good news for customers, offering greater efficiency, cost savings, and improved satisfaction. Unfortunately, it’s not always the case.
When companies adopt technology for its own sake, without aligning to customer needs and expectations, they risk wasting time and money and losing customer trust.
As one of the first truly digital freight forwarders, Forto has always prioritized having the best technology, deep expertise and high-quality data to support our customers. It’s also why we can develop advanced AI solutions that scale effectively and deliver real, tangible customer benefits.
How is technology enhancing the customer experience?
The impact of advanced technology has been transformational, from AI-driven demand forecasting to real-time shipment tracking and digital customs clearance. Through these and other advances, businesses can meet the increasing customer expectations for speed, reliability, and on-time service.
Let’s look at a few examples:
- AI-powered chatbots for greater responsiveness and accuracy
Customers can enjoy 24/7 multilingual support for queries, including order status or general FAQs. Gen AI chatbots can manage complex requests using data from customer relationship management systems (CRM), providing a more personalised and human-like experience. Reduced waiting times, improved responsiveness and accuracy all result in increased customer satisfaction and trust.
- Full transparency and sustainability insights
Blockchain and IoT sensors bring new levels of supply chain transparency. Customers receive real-time, AI-powered tracking updates and accurate emissions data, enabling them to make informed, sustainable choices. For major transport companies, carbon reporting is now mandatory, and for customers, it’s quickly becoming an expectation.
- Faster, more reliable delivery
Advanced route optimization and predictive analytics allow transport companies to anticipate delays and choose the fastest, most efficient delivery options. Customers benefit from more accurate delivery windows, fewer missed shipments, and a smoother overall experience.
Customer-centric logistics services with Forto
At Forto, customer-centric logistics means giving our customers the tools to manage shipments with ease and confidence, supported by AI technology tailored to their needs.
With Ship, our digital shipment platform, customers gain clear visibility and effortless control over their shipments. At the same time, Flash by Forto, our Transport Management Agent, optimizes operations behind the scenes to ensure reliability and efficiency.
Ship by Forto
Our digital platform, Ship, gives you the transparency and control over all aspects of your operations, supporting you at every stage of the cargo journey from booking to final delivery.
Built with Forto’s proprietary technology, backed by quality data, and supported by our team of logistics professionals, Ship is designed to make your shipping experience fast and effortless.
- Complete visibility of your shipments
Track every key milestone in the cargo journey, from booking to customs clearance, final delivery, and invoicing. Receive timely notifications on potential issues. - Save time with online order management
Book all your orders easily online, access digital documentation in one location and download performance reports. - Make the right decisions with superior data
Our data is supported by 100+ logistics partners, ensuring accuracy and is cleaned and curated using our proprietary technology. So you know you can trust it when making business important decisions.
Flash by Forto
Flash is a logistics industry first – an AI-powered Transport Management Agent that revolutionizes how shipments are handled operationally, taking customer service excellence to the next level.
Flash supports our Operations Team internally by automatically handling a variety of workflows along the shipment lifecycle. Not only does it allow our operations managers to focus on more valuable customer activities, but it also means you get faster response times and greater service quality.
Flash already automates a number of key processes along the shipment lifecycle:
- Booking
Flash quickly interprets customer emails, identifies booking requests, extracts the relevant details, and automatically enters them into our system. As a customer, you can expect immediate processing of your requests and faster response times. - Vessel Selection
Our AI-powered agent evaluates the details and recommends a vessel that is suitable for your shipment’s needs, taking into account your preferences, contract requirements and optimal routes and schedules. The Forto operations team will then secure the ideal vessel for your shipment. - Automated Document Handling
Flash scans emails for shipping documents, extracts and validates key information, and instantly updates your data in our system. This means your shipping information is always up to date and accurate. Having data you can trust at your fingertips helps you make better decisions faster.
We are currently expanding the reach of Flash by Forto across the supply chain to cover areas such as imports, air freight, exception handling, and onboarding. Our goal is to automate virtually all shipment-related tasks to further enhance the customer experience.
The core of all business decisions
At Forto, putting customers first is at the heart of everything we do. If you want a logistics partner that moves mountains for your business, leveraging the latest technologies to make every shipment faster, smarter, and smoother, Forto is your perfect choice.
If you want to learn more about how Forto is leveraging AI to transform logistics and customer service, be sure to visit our stand at the Logistics Summit (8-9th Oct). We’ll be giving a Masterclass on the topic of AI in logistics under the title, ‘Turning logistics experts into heroes: An AI success story’
