inside FEATURES


The road to choosing the right freight forwarder


Mike Godwin (pictured),MD of Phoenix Cargo Services & Chamber member, explores why businesses should choose an independent freight forwarder.


Do you choose a large or small independent freight forwarder for your freight services and will your business better succeed working with an independent rather than a multinational? What can they bring to the supply chain that a multinational can’t? Certainly the multinational


forwarders have the scale and technology that will appeal to larger


businesses but is that necessarily what an SME wants or even needs? Does a large multinational necessarily fit the brief of the average SME? Defined as being one that


doesn’t own its own offices around the globe, an independent often belongs to a global network


containing like- minded forwarding partners, most of whom are owner- managed. This in itself ensures a


level of motivation and


commitment sometimes lacking with the multinationals. For example, Phoenix belongs to the ‘invitation only’ Elite Global Logistics Network, where members are vetted and must demonstrate certain ethical, financial and operational standards in order to maintain their membership. An ability to adjust operations to


Phoenix offers independent global freight forwarding and logistics for all types of cargo. Pharmaceuticals, food & drink, electronics, manufactured goods and hazardous cargo such as paint and resins, are just some of the products they move.


As active members’ of BIFA and the invitation only, Elite Global Logistics Network, customers can be assured of a ‘best in class’ experience around the globe.


For more information:


T: 01275 378893 W: www.phoenixcargoservices.com E: info@phoenixcargoservices.com


26 insight NOVEMBER/DECEMBER 2018


suit a customer’s needs is a must and the independent will have a choice of willing partners to work with depending on the scope and requirements of their customer. It could be as simple as using different partners for air and sea shipments or working with one who specialises in handling a particular product. Freedom of choice and flexibility


They will also empathise with


the daily stresses the customer may be dealing with and pay particular attention to their problems to find the right solution. “Never sell the price naked” is a


‘Independents offer a more intimate, one-to-one relationship’


phrase echoed around industry in general and especially by the numerous commercial generals within the multinationals. Certainly price is important. But with the odd exception, all forwarders use the same planes and ships and sometimes even the same trucks, so price and service become the main driving factors. With good service almost a given and competitive pricing as a result of lower overhead and expenses, the independent is well placed to deliver


exceptional value for money. An independent


will likely offer a more bespoke


personal service and as most work with a smaller


to make informed decisions quickly will often outweigh the multinationals corporate shackles that can hinder their ability to deliver the right service at the right price. Because you are often dealing


with one, two or even three individuals in the operations office of an independent, they will manage your entire logistics operation without being passed from one department to another. Independents offer a more intimate, one-to-one relationship that can help improve their customers’ supply chain process as both become more familiar with each other’s requirements and nuances.


client base, will often recognise their customers simply by the sound of their voice. Of course things do go wrong


for both independents and multinationals; ships don’t sail, planes don’t fly and trucks break down and this is where the USP of an independent freight forwarder comes into play; customer service when things go wrong. Speaking one-to-one with their


customer and resolving the problem quickly at minimal cost comes as part of the close relationship built up between the independent and their customer. In our experience at Phoenix, the last thing a customer wants in time of crisis is to have to contact a call centre.


LOGISTICS, FREIGHT


& TRANSPORT


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