An uptick in automation, particularly in digital brokerage, has rewritten the script of supply chain solutions management. From visibility technology to carrier selection capabilities, freight bill processing to back-end office support, automated technology in our industry is booming and, at the same time, revealing the undeniable power of human capital. Data and fidelity of information are being discovered and vetted through digital resources. Templates of technological behavior are being tested and refined to distill data down to our best options of rates and routes. Technology is bringing ingredients to our industry at a faster clip so we may work faster and smarter.
Speed, after all, is the life of this business.
However, there is a level of negotiation that a system cannot do. The complexity of this industry relies on the human to ultimately solve the problem — and it is why the customer ultimately chooses one business partner over another. At the end of the day, a final, sound decision simply cannot be automated. We must continue to invest in technology to advance systems and create efficiencies so that our employees can truly lean into exceptional management. Whether due to the lane, the market, the customer’s preference, there are too many subjective and subtle variables to expect a piece of technology to provide the best direction for a customer. The last mile of the relationship is the differentiator in our industry.