Driving To Deliver Your Business

Freight forwarding company puts customer service first

Founding directors Kelly Crossley and Frank Hodder hold the core value of keeping client relationships personal, and are quite passionate about the connection between company and client when talking about the personal service provided by their freight-forwarding business, Transitainer.

When any new client uses Transitainer for the first time, their experience will usually see them they stay with us, as the company has grown largely through our client referral rate which is tremendous, Hodder said.

We have a small, tight-knit and dedicated team, with collective industry import/export experience spanning more than 60 years.

Hodder said the most important thing that sets Transitainer apart from the crowd is that when a client calls, the team knows them personally, and the client can be confident that they will get results for their enquiry.

Although there should be little need for a client to call once services have been engaged, he said.

Clients never need to chase us up; they are kept fully informed from start to finish, receiving regular updates straight into their working emails.

There s no having to login to a web platform and trying to navigate and find their shipping details: Any changes to a shipment, we prefer to phone and speak directly with our client directly with up to the minute information at their fingertips. Again, we keep it very personal.

Directors Hodder and Crossley pride themselves on the flexibility and bargaining power Transitainer has by fostering relationships with freight forwarding agents around the world.

We control our own freight, Hodder said.

We have strong third-party agents all over the world, and have mutually exclusive arrangements with all of them, but we maintain reguler checks to see what rates we can secure locally, and we dictate the prices to our agents, our agents don t dictate to us.

In the field of freight forwarding, Hodder said there were two schools of thought in relation to global transport.

You can have your own offices around the world, but you re only ever as good as the office that you work out of, whereas we have agents, and if we find that one is not efficient enough we can align another agent, we do have that flexibility.

Transitainer caters for all general commerce freight, via domestic port lodgements or international locations, from small courier items, air freight, LCL and containerised freight, right up to bulk freight.

Hodder said since the start-up of Transitainer six years ago, company growth has been substantial, and quite spectacular .

I think this is about our personalised service. We regularly follow up orders and make sure that what we said would happen, does happen, he said.

We are also supported by a very powerful IT system, Cargowise, which is customised specifically to our requirements and ensures our business here in Perth is always technologically in touch with our business around the world.

To stay competitive in the freight forwarding industry today, we feel the key to our success has been maintaining a personal touch with the client, built on trust, understanding and reliability.

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