Enhancing Freight Operations through a Tailored CRM Solution

A rapidly expanding freight forwarding company approached OSM3 Technologies due to constraints imposed by antiquated technologies. Inquiries were handled through disorganized spreadsheets, quotations were generated manually, and booking logistics were monitored through email correspondence resulting in delays, inaccuracies, and increasing frustration among agents and clients.

They saw the necessity for modernization, however not through a conventional CRM. They required a bespoke solution for the freight transportation sector.

The customer engaged OSM3 Technologies with a specific objective: 

👉 Develop a bespoke CRM capable of managing ocean and air freight workflows comprehensively with enhanced speed, intelligence, and precision.

We commenced by analyzing their whole operational process from the receipt of a client inquiry to the ultimate booking confirmation and pinpointed each pain point. The absence of automation, inadequate version control for quotes, and the absence of audit trails were detrimentally impacting their time efficiency and credibility.

We created Freight CRM; a comprehensive, web-based platform specifically designed for freight forwarders.

• Inquiry and Quote Automation: Multi-step inquiry forms, automated quote production, carrier selection, document uploads, and downloadable PDFs.
• Booking Management: Comprehensive booking form that records internal details, BL information, and reminders, accompanied by audit logs.
• Role-Based Access: Administrators, agents, and subordinate users possess meticulously regulated permissions.
• Real-Time Data: Each phase of the freight process is now documented and accessible in real-time.
• Branded Communication: Professionally crafted PDFs for quotations and reservations featuring the company’s logo and identity.

The following modifications occurred subsequent to the implementation of Freight CRM:

Quotes that previously required 2-3 days to assemble can now be produced within hours, including multi-carrier comparisons, documentation, and service fees.

Each booking now includes a comprehensive record of actions detailing; who performed which tasks and at what time ensuring complete operational transparency and accountability.

All client, carrier, and booking information is within a singular system. Eliminate the need to manage many Excel sheets, emails, or external applications.

Branded PDF exports for quotations and bookings significantly enhanced client trust in the firm.

The CRM’s modular setup panels facilitate seamless expansion for the customer, allowing for the addition of more ports, agents, or worldwide reach.

“Prior to implementing this CRM, we were unable to effectively manage inquiries and were spending excessive time merely generating quotes.” We now possess complete control over our activities, and our clientele can perceive the distinction. Freight CRM has emerged as the cornerstone of our enterprise.”

— Operations Manager, Freight Forwarding Firm

• Technology Stack: Laravel (PHP), MySQL, Bootstrap, jQuery
• Custom Modules: Client Management, Inquiry Management, Quotation Compilation, Reservation System, Role Permissions, Agent Administration
• Implementation: Cloud hosting featuring secure, role-based access control

OSM3 Technologies provided a Freight CRM solution that enabled our client to transition from reactive operations to proactive logistics management. Equipped with a bespoke system tailored to their industry and operation, they now operate with efficiency, transparency, and assurance.