Gain instant visibility to your terminals with OpenTrack Port Performance: 

How PBL Global Logistics delivers a better customer experience at scale

September 27, 2024

Before OpenTrack:
Hitting the limits of manual tracking

PBL Global Logistics was growing fast. As customers piled in, they began facing challenges with manual methods of providing their customers with good freight visibility.

The tedious work of manually visiting ocean and rail carrier websites led to frequent errors and delays. They were dissatisfied with the data they were providing.

It was hard to consolidate inconsistent data from different sources. Operators had to navigate cumbersome third-party websites just to figure out where their freight was.

Rail in particular was a black hole. Accurate ETAs were hard to come by.

Then PBL Global Logistics was referred to OpenTrack.

With OpenTrack:
Higher efficiency, better performance, happier customers

OpenTrack integrates live data from all available sources into a single accurate, standardized tracking feed.

  • Ocean carriers
  • Terminals
  • All class 1 rail carriers plus Railinc
  • Drayage carriers
  • Satellite GPS providers

After a quick integration, OpenTrack began feeding reliable, accurate data directly into PBL Global Logistics’ TMS (CargoWise).

This freed their team from manual data collection and immediately drove down errors and delays. Employees were relieved. Customers were thrilled.

PBL Global Logistics was now better able to forecast and plan. They improved their delivery performance and cashflow management, putting their business in a better financial position than ever.

They now received full, consistent data for all shipments. This allowed a single operator to comfortably handle more files. PBL Global Logistics could now expand its business faster than ever before.

“I use your arrival schedule for our cashflow planning so I know exactly what’s coming in and when.”

Stephen
PBL Global Logistics

Consistent, accurate rail data

Rail shipments saw the biggest improvement.

Before OpenTrack, PBL Global Logistics had to deal with inconsistent access to rail updates. Missed milestones, bad ETAs, and hours wasted on hard-to-use websites.

With OpenTrack, they now had consistent, accurate rail data.

Accurate ETAs, a full set of milestones, data from all carriers and data sources — delivered automatically, right to their TMS where they could take action on it.

Instead of reacting to incidents they missed, they were now anticipating and preventing issues before

Better customer relationships at scale

With accurate ETAs, PBL Global Logistics could automate ETA updates to customers. This saved the team even more time.

Customers received dynamic tracking links, allowing them to track their cargo from start to finish in real-time.

When delays occurred, OpenTrack enabled them to understand why and communicate promptly with their customer. The customer was less frustrated as a result. Trust and transparency with customers went up.

“It’s great to let the customer know when something has changed. But to be able to look at what went wrong or to go back to a supplier to figure it out, is helpful.”

David
PBL Global Logistics

Building PBL Global Logistics’ final mile advantage

PBL Global Logistics’ final mile operations also benefited from using OpenTrack as the source of truth.

They shared OpenTrack’s data with their trucking partners, which led to more on-time pickups and deliveries. They could offer more reliable service to their customers.

Then OpenTrack integrated with PBL Global Logistics’ trucking partners to provide customers real-time visibility into the final mile.

Continuous improvement and future outlook

Thanks to its partnership with OpenTrack, PBL Global Logistics is now poised for even more growth due to:

  • Fewer errors and delays
  • The ability to comfortably handle more files per operator
  • Better customer experience at scale
  • Better forecasting and cashflow management

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