Enhancing customer journey and unlocking opportunities through cargo claims for Freight Forwarders

The SME market is only now beginning to gain its rightful share of attention from the shipping lines and freight forwarders. Carriers? have focused on well-known, volume accounts, but have traditionally left SMEs? shippers somewhere in the middle. Underserved. Freight rates negotiation? processes, few free days at destination, roll overs and (whether justified or not) a poor reputation for paying claims have not helped to win the trust and business of this large, untapped market.

The cargo claims experience should be just as convenient as buying a freight in the first place

With changes in efficiency and scalability from digitalisation, and new segmentation and analytics capabilities provided by new technology, addressing the SME market becomes not only viable, but also profitable. Digital platforms can be used to address diverse markets with better-segmented products more likely to appeal to SMEs.?

Marketplaces are becoming increasingly prevalent to sell freight and insurance, track and trace, ? data management?tools.

Leveraging modern technology to tackle the SME opportunity does not require a “big bang” replacement of legacy infrastructure to be able to develop the required capabilities. The steps to get there can be relatively small, innovating incrementally. Demonstrating value early in particular in the situations when things go wrong such as cargo is lost or damaged in transit.?

Recoupex works with multiple freight forwarders to help their shipper recover transit losses and damages from the actual liable carriers through global network of our lawyers and technology. Freight forwarders who actually help shippers in the worst moments are able to move ahead of the pack to unlock major competitive opportunities such as provide outstanding customer service and unleash trapped cash for themselves, importers and exporters.?

?It is not surprising that freight forwarders? have in the past shied away from assisting importers to recover transit losses.? However post covid transportation business landscape proved to be more wild than ever and attracting and retaining SMEs shippers is not? so small revenue opportunity anymore.

In the past, awareness about cargo claims among SMEs shippers? has been low. This is rapidly changing thanks to pandemic? that has highlighted risks such as business interruption and thanks to amazon that set a standard for customer experience and expectations. Even sole commodity traders are becoming aware of the need recover losses for the cargo damage from liable carriers, and this large untapped market is opening up as freight forwarders? ability to serve shippers improves.