UK-based XPand Logistics provides bespoke shipping and logistics solutions, worldwide.
As a smaller logistics service provider, XPand differentiates itself through its focus on customer service and is dedicated to providing quick, efficient and economical logistics services for customers and freight of all sizes – whether by road, sea, or air.
Established in 2000, by 2017 the XPand team knew that they needed to modernize operations to meet the expectations of customers for greater visibility and accountability. Digitalization was key with XPand making the decision to replace its three disparate systems and centralize all operations on CargoWise – removing manual processes, reducing emails and ultimately providing customers with new levels of visibility.
Centralized platform enabled data driven approach to customer service
Nigel Clark, Operations Director for XPand Logistics, explains how the integration capabilities of CargoWise were key to moving to a data-driven approach that enhances the services it provides to its customers.
“Prior to CargoWise, we had a very fragmented approach with separate systems for operations, customs and accounts. This made it difficult to pull data from across those systems for a clear view of the business for both us and our customers. Many processes were manual, and we had no document imaging. Now we use CargoWise for everything – all our freight forwarding, warehousing and 3PL activities, accounting and sales. Moving to a centralized platform has brought big integration, automation and productivity gains.”
With CargoWise hosted in the cloud, Nigel explains there are additional digital capability and security benefits: “Before CargoWise, we used physical servers across our locations that had to be backed up. By moving to the cloud, we won’t lose data if our server goes down.”
According to Chris Pye, IT Strategy Manager for XPand, the move to a data driven approach is critical to operating in the logistics sector. “Our smart use of data allows us to compete with the big guys. Our customers increasingly demand more insight into their shipments, warehouse and inventory and as CargoWise is a centralized system we can visualize that data for them, with all metrics across the supply chain, as an added service.
“The Container Automation within CargoWise allows a job to be registered to a container. We set milestones to be automatically updated by the carrier so we can track them for customers and notify them of any changes, such as the expected arrival time.
“Moving to CargoWise has also streamlined the way XPand works with our international agents. Using the eHub to onboard an agent who uses CargoWise is really simple. Once you set up the workflows you simply enter a code in a box and fire away! Then, when we send our partner a shipment, they don’t have to do any manual data entry as they have the exact same data we have. And vice versa, once that shipment has gone overseas the information is passed back to us to forward to our customer. It’s simple and it adds a great deal of value to our business.”
Chris says they rolled out the integrated Customer Relationship Manager (CRM) across the business, meaning they now use CargoWise from start to finish – from inquiries, to converting them into opportunities, quotes, shipments and then invoicing and accounting.
Mark Reid, Manchester Branch Manager for XPand, highlights the operational benefits of using one system. “As it covers all processes from quote to end delivery we can monitor quote conversion, shipping conversion and profitability for a comprehensive view of the business.”
Taking a client-centric approach
Removing the need to manually key data also allows XPand’s account managers to concentrate on the core business of improving services for customers.
“CargoWise has modernized our procedures,” says Dan McNab, an account manager who has been with XPand for 11 years. “The previous system and processes were mostly manual or by email which meant we couldn’t provide the online tracking and visibility of shipment ETAs and global inventory that our customers increasingly wanted – we were at risk of them outgrowing us. Now, by consolidating our warehouse, shipping and accounting systems into one, our clients can track and view their shipment information whenever they want via their online portal, export the data and use it to make informed business decisions. This saves time and dramatically reduces emails.”
Automations driving business productivity and customer efficiencies
Centralized data has enabled XPand to implement several automations that are not only more efficient, but they also significantly enhance the tracking of shipments for XPand’s customers, and their customers’ end customer, including milestone updates, customs entries and warehouse processes.
Chris explains that some of the biggest efficiencies achieved through automation are in the warehouse using the CargoWise Warehouse Management System (WMS) where XPand uses a combination of Product Warehouse, Transit Warehouse and Bonded Warehouse to support different client needs.
“Ecommerce ‘pick and pack’ clients require palettes to be broken down into inventory and packed for residential deliveries, such as gym equipment, whereas 3PL clients like engineering companies who receive bulk orders of outsized products such as steel and aluminium, don’t need the inventory to be broken down into individual units.
“We have vastly reduced the time from when our customer receives an order to when we put it on the courier. A key reason is the implementation of WMS scanners which have increased our pick and pack rate substantially. When I joined, the warehouse wasn’t systemized. We’d do hundreds of orders in a year. Now, we do a couple of thousand orders per month, within CargoWise. That shows you how much we have grown with CargoWise.”
Integration with their customers’ ecommerce systems such as Shopify, Cin7 and other inventory management systems is also supported, enabling automation across the whole warehouse process and tracking.
In 2020 XPand launched its Customs Broker Service, coinciding with the new customs procedures for all imports and exports to and from the EU due to BREXIT. The automated electronic declarations and dedicated customs portal is run through CargoWise to ensure full transparency of the entire shipping process. Clients can choose to use the XPand Logistics Portal as a complete, all-in-one solution, or integrate it seamlessly with their existing shipping and tracking systems.
Dan says that doing customs brokering through CargoWise saves a lot of time. “Previously we used a separate platform and there was a lot of duplication of data entry. Now, through CargoWise the data for each shipment is pulled into the broker file so that just two tabs of additional information need to be entered.”
Mark says that UK’s transition from the Customs Handling of Import and Export Freight (CHIEF) system to the new Customs Declaration Service (CDS) was easy as the changes were already accommodated in CargoWise.
“We have an External Temporary Storage Facility (ETSF) in Manchester. This is where we can bring in uncleared goods into our warehouse, clear them through customs within our facility, then send them out for delivery. If we aren’t compliant, we get fined. We run this on the CargoWise Bonded Warehouse module,” explains Mark.
Neo is the future
As part of XPand’s commitment to delivering exceptional services and cutting-edge logistics solutions for its customers, the business is testing and piloting CargoWise Neo, a comprehensive command center designed to elevate customers’ visibility of their supply chain operation.
“We are an open book for our customers and CargoWise Neo’s modernized user interface will allow our customers to track the KPIs of our performance, such as departure dates, in real time and with automated reporting. It’s yet another way we can use technology to differentiate ourselves through the services we provide to our customers,” says Dan.