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How KTL Australia Launched A New Digital Customer Experience in Three Weeks

KTL Australia is a Melbourne-based logistics service provider that needed a software partner to give them a competitive advantage and meet their customers’ needs in the rapidly changing logistics industry. 

As with most logistics providers they were facing competitive threats from digital-first-forwarders and larger competitors, and they were hustling to meet the evolving expectations from customers for a more modern, Amazon-like shipment visibility and customer experience.

To keep pace, KTL knew they needed to dramatically improve their digital customer experience. Finding the right partner, however, proved difficult.

Two Years Struggling with the Wrong Software Partner

KTL researched solutions, and eventually settled with a visibility software vendor that promised they could integrate with CargoWise One. 

As with most logistics providers, the KTL team didn’t have a technical background or experience with software, so understanding the technical details of the integration was difficult for them to understand and keep an eye on.

The software vendor struggled with technical implementation, and after nearly two years, KTL was still not getting the value they were promised.

“The first year was trying to understand what it would do and then it was a good 3-6 months of testing, and then finding problems, trying to pinpoint the issues,” explained KTL General Manager Levi Tankir. 

In addition, KTL’s operational efficiency declined when trying to get the software program to work.

“Our own operators had to manually update extra fields when there were changes to a shipment. They were doing enough as it was and it was too much extra labor that you shouldn’t have to do,” said Makaela Cramp, KTL Pricing Marketing Coordinator.

“They promised that they would have all these different features but never did,” added Tankir.

Live in Three Weeks With Logixboard

Logixboard reached out to KTL and began showing them how Logixboard’s Cargowise integration worked. 

There was still some hesitation after such a bad experience, but to KTL’s pleasant surprise, “The Logixboard integration was easy. Just a couple of emails with Logixboard and it was done.” Tankir said with relief.

The Logixboard integration was easy. Just a couple of emails with Logixboard and it was done.

Levi Tankir, GM, KTL Australia

He added, “The Logixboard team did all the work in the background and then it was presented nicely to us. It was delivered in a working format as opposed to having so many back and forth questions like we had in the past with another provider. Everybody understood everything from day one, and when we had questions, Logixboard had the answers.”

3 New Deals in Less Than 2 Months 

After integrating, KTL started closing new deals with Logixboard right away. 

“One or two that I’ve had, and at least one from our sales team. Three definitely happened. And this is just brand new,” said Tankir.

“Our sales guy just asked me this morning if we could add a couple of his new customers on Logixboard. So he’s selling it, obviously using it, and that’s what we were looking for.”

They’ve also been able to go back to former prospects they couldn’t quite convert before having Logixboard. 

“You never lose a sales lead. You always go back and try different avenues and take different angles. Logixboard gives us that opportunity as well.”

Complete Customer Satisfaction

KTL Australia’s commitment to putting their customers first by giving them better visibility through a modern digital customer experience platform is paying off. 

Within the first few months of implementing Logixboard, they are not only closing more deals but seeing customer satisfaction scores skyrocket. 

“Our customers’ reaction to Logixboard has been positive, from all of them,”

Makaela Cramp, Pricing and Marketing Coordinator, KTL Australia

“Our customers’ reaction to Logixboard has been positive, from all of them,” Cramp stated enthusiastically. “We did a survey with them and they were all really happy with it. It has been a wonderful experience working with Logixboard.” 

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