CCJ Innovators: Southeastern Freight meets e-commerce explosion head-on with digitization
Summary
Having first launched its own shipment processing system technology almost 30 years ago, Southeastern Freight Lines (SEFL) upgrades it on an ongoing basis to meet market demands. Lovelace said digital communication has enabled SEFL to provide more information to the consumer on how an LTL shipment works, and it also has emerged as a preferred method as more end-consumers filter their phone calls. “Historically, when you’re talking about the LTL business – and we’re a next-day regional specialist – the minute that a customer asks for an appointment at destination, they typically have inserted a delay in transit time,” Lovelace said. “If they were a good distance away from a destination service center, we may offer them the windows of appointment that would be later in the day.” As part of its two-way digital outreach to the customer, SEFL also asks information that will be critical for the driver, such as how much access they will have to the delivery site. “After a couple of days with nothing scheduled, our own people will start initiating contact with the customer.” Lovelace said it’s common to get a mobile number from e-commerce but noted it’s rare to receive email addresses from the shipper.