Turvo > Case Studies > ACE Forwarding Partners with Turvo to Drive Home Customer Service and Visibility

ACE Forwarding Partners with Turvo to Drive Home Customer Service and Visibility

Region

America

Country

United States

Product

Turvo’s transportation management system (TMS)
Turvo Driver App

Tech Stack

Cloud-based platform

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Functional Applications - Fleet Management Systems (FMS)
Functional Applications - Transportation Management Systems (TMS)

Applicable Functions

Logistics & Transportation

Use Cases

Fleet Management
Supply Chain Visibility

Services

Cloud Planning, Design & Implementation Services

About The Customer

ACE Forwarding is a premier freight forwarder that helps companies move freight over land or through the air. They were in search of a comprehensive transportation management system (TMS) that could enhance visibility and assure their customers of the safety of their freight. They had reviewed over two dozen TMS, including those specific to air freight, but none met their needs. Their previous system was merely a landing page for tracking and lacked customer experience features. This lack of visibility hindered ACE Forwarding from delivering the level of customer service they desired. Additionally, their previous system was disjointed, leading to operational inefficiencies and underutilization of assets. The system was also not user-friendly, forcing operational staff and drivers to navigate through multiple screens and tabs to track shipments and assets, creating a high-stress scenario.

The Challenge

ACE Forwarding was in search of a comprehensive transportation management system (TMS) that could enhance visibility and assure their customers of the safety of their freight. They had reviewed over two dozen TMS, including those specific to air freight, but none met their needs. Their previous system was merely a landing page for tracking and lacked customer experience features. This lack of visibility hindered ACE Forwarding from delivering the level of customer service they desired. Additionally, their previous system was disjointed, leading to operational inefficiencies and underutilization of assets. The system was also not user-friendly, forcing operational staff and drivers to navigate through multiple screens and tabs to track shipments and assets, creating a high-stress scenario.

The Solution

ACE Forwarding chose Turvo after an extensive search and realizing that building a TMS from scratch would be too costly and time prohibitive. Turvo’s TMS was easy to use, cloud-based, and allowed ACE Forwarding to scale operational efficiencies. It also provided connectivity features that reduced the number of calls being made. The Turvo Driver App was another solution that facilitated communication with drivers, providing them with easy access to necessary information. This information was also accessible to the back office and clients looking for a status update on their shipments, creating true end-to-end visibility. ACE Forwarding also integrated with systems including RMIS, ensuring that their carriers remained compliant with the FMCSA and still held insurance.

Operational Impact

ACE Forwarding has enabled customers to log-in and pull their PODs and other documents right from their own Turvo tenant. Their Carrier Sales Reps no longer have to manually send documents and request them back.
One customer with 800 deliveries monthly requires time-sensitive PODs. Their new self-service process for customers significantly saves time for ACE and their customers freeing up time for other important executive processes.
Through the Turvo Driver App, drivers have instant access to delivery schedules when they start their day. Meanwhile, office support staff can track progress and locations all in one place, without the need for any additional software or app.
ACE Forwarding drives their customer service home through the power of Turvo’s collaborative TMS. The partnership with Turvo offers a holistic solution to supply chain management and puts the customer in the driver’s seat, delivering visibility and simplicity.

Quantitative Benefit