In 2019, I see the air cargo industry continuing its evolution as more companies invest resources and dollars in technology to improve efficiencies, the flow of information, and the overall customer experience. This is certainly nothing new and should only continue to make air cargo an even more attractive logistics solution for shippers. However, as firms invest in these expenditures, it’s vital to remember that our industry was built on handshakes and building relationships with customers.
At Southwest Cargo, our business runs on the foundation of delivering exceptional customer service through our personal relationships. As we become increasingly dependent on technology to better run our businesses, one of our key customers remind me to make sure that “technology does not become an excuse to say no.”
While technology creates many needed efficiencies, it can also create the trap of being inflexible, and in logistics, flexibility is paramount to meeting changing and unique customer needs. Now don’t take this the wrong way; I’m certainly a proponent of the many benefits provided by improved technology, and I’m simply in awe of many of the new capabilities on the horizon.
But sometimes the best solution for your customer may not fit “the system,” and it might require a phone call and a conversation. Call it old school, but this industry was built on that, and it continues to work today as well as it ever has.