Our prospective clients often bring up the question, “How do you ‘make it right’ if and/or when service failures happen?” Clients usually point out that mitigating risk is even more important than fixing a service failure. Acknowledging an issue is critical, but the way Pegasus proactively manages the business to avoid issues, such as SLA failures, manufacturing downtime, lost sales or delayed event materials, is game-changing. We all know our client relationships would be short-lived if we didn’t meet or exceed expectations, and the costs associated with severed partnerships are far too high for all involved parties.
At Pegasus, we pride ourselves on pursuing business in which failure is not an option. It is in our DNA and it’s exactly the type of business our network is designed to support. Many of our new clients enquire how we maintain our strategic focus on risk mitigation. This is easily explained by our Net Promoter Score of 82, which reflects a loyal client base, consisting of many Fortune 500 companies.
How do we ensure that all our new clients are believers and promoters?
Collaboration with Stakeholders
All stakeholders lose if the business and service provider capabilities are not clearly understood in the beginning. Our Solutions team is the lynch pin between the client and operations and sales departments. This team works with our clients to ensure that the on-boarding process is carried out both swiftly and smoothly. Understanding all aspects of our client’s product specifications, supplier and end customer requirements, IT integrations, escalation paths and overall expectations are just a few details to work through. What are our new clients existing pain points? How can we address those issues and provide a solution that solves those fundamental business challenges? Dashboards are great, but what does the client specifically want configured into that dashboard? A deep dive into the details drives process improvements for both the client and the logistics service provider. What is your provider doing to continually and proactively improve the status quo? Everyone must be open and honest in order to fully execute a seamless supply chain.
Collaboration with Network
Moving products from point A to B sounds simple to anyone outside the logistics industry. Most of our clients would say the contrary. Is product damage an issue? Delicate handling needed? High value considerations? If so, how is the service provider limiting touch points and/or assisting with better packing solutions for you? Are the most cost effective, direct routings in place to provide more consistent on-time performance? Again, what is your provider bringing to the table to improve on-time performance and claims free handling of your product? This all directly contributes to mitigating risk and eliminating potential failures. We hear these questions every day and work with each client, whether new or existing, to create uniquely designed solutions tailored to address their individual needs. The beauty of the non-asset-based freight forwarder is that we’re not beholden to limited networks and company owned options.
All stakeholders lose if the business and service provider capabilities are not clearly understood in the beginning. Our 
Solutions team is the lynch pin between the client and operations and sales departments. This team works with our clients to ensure that the on-boarding process is carried out both swiftly and smoothly. Understanding all aspects of our client’s product specifications, supplier and end customer requirements, IT integrations, escalation paths and overall expectations are just a few details to work through. What are our new clients existing pain points? How can we address those issues and provide a solution that solves those fundamental business challenges? Dashboards are great, but what does the client specifically want configured into that dashboard? A deep dive into the details drives process improvements for both the client and the logistics service provider. What is your provider doing to continually and proactively improve the status quo? Everyone must be open and honest in order to fully execute a seamless supply chain.
Collaboration with Network
To anyone outside the logistics industry, moving products from point A to B sounds simple. Most of our clients would say the contrary. Is product damage an issue? Delicate handling needed? High value considerations? If so, how is the service provider limiting touch points and/or assisting with better packing solutions for you? Are the most cost effective, direct routings in place to provide more consistent on-time performance? Again, what is your provider bringing to the table to improve on-time performance and claims free handling of your product? This all directly contributes to mitigating risk and eliminating potential failures. We hear these questions every day and work with each client, whether new or existing, to create uniquely designed solutions tailored to address their individual needs. The beauty of the non-asset-based freight forwarder is that we’re not beholden to limited networks and company owned options.
Continuation of Culture
Everyone can say that their people make the difference. However, our learning platforms and overall employee engagement truly make the difference. Not only do we have the best people who are empowered to make a difference, but we also invest time, resources, and money into our rock stars to provide future opportunities along their selected career paths. This motivation is a huge reason why Pegasus goes to war for our clients every day. None of the above can be accomplished without our people who make it happen daily. How does your logistics provider support people that take ownership and pride in what they do?
For more information on Pegasus Logistics Group, please contact us at info@pegasuslogistics.com or visit our website.
