CASE STUDY: THE CUSTOM COMPANIES
NOW PROMISING SHORTER DELIVERY TIMES THANKS TO STRATEGIC LTL BILLING PROGRAM
THE CUSTOM COMPAINES: LEADING ASSET-LIGHT DOMESTIC & INTERNATIONAL TRANSPORTATION COMPANY
The Custom Companies, Inc., is a “Transportation Company” committed to meeting shippers’ needs by providing “World Class Service” with a hands-on personalized approach. Headquartered in Northlake, Illinois, The Custom Companies Inc. offers a complete range of Transportation Services including 50 State Less than Truckload (LTL), Domestic and International Air Freight, Dedicated Contract Cartage, Direct Mail Distribution Services, Expedited Ground Services, Hot Shot Services, Intermodal Services, Local Cartage, Logistics Management, Pick & Pack Services, and Full and Partial Truckload Services within North America.
The Custom Companies has enhanced service delivery to its customers after partnering with DDC on an LTL billing program that strategically promotes efficiencies throughout the organization.
THE CHALLENGE: BACK OFFICE STAFF RETENTION
The Custom Companies already had an impressive technology portfolio, but it struggled to maintain back office staff. BPO was a thought the company had entertained, but it wasn’t until he met Chad Crotty, DDC’s Vice President of Sales, when Klikas said he recognized that this was something they should pursue.
“We are customer-centric,” said Joseph Klikas, Chief Experience Officer of The Custom Companies. “Our service to our customers defines everything we do as a company and how we organize ourselves."
THE SOLUTION: A MORE STRATEGIC AND CONSISTENT FREIGHT BILLING PROCESS
The partnership began with an LTL billing program in January 2020. Despite a production rollout amid the onset of COVID-19, Klikas reported that the onboarding was excellent, as well as the handling of pandemic-induced volume fluctuations.
“DDC was a huge relief for us right out of the gate,” said Klikas. “The balance, the consistency, and the turn around time due to improved accuracy and speed of entry were all immediate benefits we could pass onto our customers.”
According to Klikas, the new speed of entry enabled The Custom Companies to cut hours out of linehaul schedule. “We can now promise customers shorter delivery times,” he said.
"We now average 99.81% accuracy, which allows us to have greater confidence in our information, spend less money and less time on shipment correction, and dedicate more resources to serving our customers. DDC FPO made our company better and allowed us to rethink other pieces of what we do," said Joseph Klikas, The Custom Companies' CXO.
Rapid Bill Entry Speed
99.81% Data Accuracy
Strengthened Client Experience
Expanded Operational Efficiencies
Enhanced Scalability & Agility
Reliable Business Continuity
By trusting DDC FPO with their freight billing, The Custom Companies has seen a multiplier effect in operational efficiency. This has allowed them to keep their customers at the forefront of their customer-centric organization.
After seeing positive results with their freight billing initiative, The Custom Companies is going green and implementing electronic bills and digital signatures. This includes investing heavily in system connectivity for their carrier network and strategic EDI partnerships in order to improve visibility.