Airfreight has always been and continues to be a people business. Personal relationships are fundamental to successful partnerships in the logistics industry. These enduring and robust connections are the foundation of shared investments, ensuring the smooth operation of supply chains and fostering industry growth and improvement over time.
“We recognise the critical importance of fostering strong relationships and maintaining a personal touch in everything we do,” Matthieu Casey, Managing Director – Commercial, at Air Canada Cargo, outlined.
“Our internal and external partners and customers benefit significantly, and achieve closer alignment, when they gain a deeper understanding of our operations, which is only possible through relationship building.
“By focusing our interactions on value-added meetings and discussions, we create a win-win situation for everyone involved.”
Innovation enhances connection
Digitalisation has equipped carriers and customers with tools that not only enhance but also expand the scope of human interactions between organisations. This advancement enables more strategic planning and the alignment of long-term goals.
Capitalising on artificial intelligence (AI) in logistics is striking a balance between technology and the institutional expertise of our people, which will always be invaluable.
By integrating AI and machine learning into operations, it can enhance efficiency and decision-making processes. However, it is crucial to ensure that these technological advancements complement rather than replace the human touch.
“Our people bring a wealth of experience, intuition, and understanding that technology alone cannot replicate. By fostering a collaborative environment where technology and human expertise work hand in hand, we can achieve the best outcomes for our customers and our organisation,” Casey highlighted.
“Automation and technology are empowering Air Canada Cargo to significantly enhance customer service, enabling deeper and more meaningful interactions with our customers.
“These value-added exchanges are driven by our ability to provide our customer service teams with a comprehensive 360-degree view of the customer as soon as they pick up the phone. By eliminating the need to spend time researching information and recent interactions across various systems, both sides can now focus on productive and enriched interactions.”
Collaborative service
Cross co-operation is crucial not only within internal departments and functions, but also with external ones. The deeper the understanding between each party — from shipper to forwarder, to airline, to consignee — the better prepared each participant will be for success.
Every interaction must be sincere and add value, as, in a competitive environment, solutions cannot rely on quick and impersonal interactions but rather on a mutual understanding of how both parties can succeed.
“This transparent and close collaboration is the special sauce that adds an extra level of trust and ease in our business partnerships with customers and suppliers,” Casey expressed.
“Relationships with our customers span from the boardroom to the warehouse floor. We’ve often seen station attendants in our hub develop a deep understanding and appreciation of our customers’ businesses.
“For instance, one attentive agent noticed that a regular truck arrival was delayed and promptly alerted their colleague in the sales team. This initiated a series of interactions that enabled a larger team at Air Canada Cargo to re-shuffle certain freight on an alternate flight to accommodate the late arrival due to a truck breakdown, ensuring the supply chain remained uninterrupted for the customer.”
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