Established in 1985, Inland Express is part of a network specializing in intermodal drayage. With operations across seven U.S. East Coast locations—New York/New Jersey, Philadelphia, Norfolk, Charleston, Jacksonville, Atlanta, and Miami - they operate 25 terminals and partner with over 1,100 independent owner-operators to provide reliable transportation services wherever and whenever customers need them.
Tackling manual inefficiencies
Before adopting our rate management tool, DrayMaster, Inland Express used an entirely manual quoting system that was both time consuming and open to human error, creating inefficiencies that impacted the ability to quickly and accurately respond to customer requests for rate quotes.
Diane Smith-Izzi, Terminal Manager for Inland Express’s Philadelphia branch, explained, “We used to rely on PC Miler for distances, manually verifying zip codes and tolls. It was all on us to ensure accuracy. Rates were pieced together, which made the process time-consuming and prone to errors.”
Bob Rullo, Corporate Pricing Specialist, described the limitations further: “Manually, I could manage about 60 to 70 quotes daily. Each quote took significant time to assemble, especially when tolls and additional charges were involved. If any discrepancies arose, it would delay processes, creating inefficiencies in billing and customer communication.”
Adding to the challenge, customers’ expectations have escalated. “Real-time updates and accuracy have become critical,” said Diane. “Customers expect seamless communication and precise quotes. The old way simply couldn’t keep up with their expectations.”
Faster more accurate quotes with Draymaster
Inland Express turned to DrayMaster, our cloud-based automated rate management system. From the outset, the solution improved quoting accuracy and turnaround time to customers.
DrayMaster almost tripled Inland Express’ quoting capacity from 60–70 quotes daily to more than 200.
Joe Locastro, Senior Vice President of Sales and Marketing, said, “Before DrayMaster, preparing RFPs with hundreds of rates could take days. Now, we can complete them in just a few hours. It’s not only faster but also ensures we include all details clients need.”
The easy interface and intuitive automations also ensured accuracy and consistency and eliminated guesswork. DrayMaster puts all pricing factors in one place, such as accessory charges, reefer fees and fuel surcharges.
Another game-changing feature was the standardization across terminals.
Bob explained, “Now, our rates are standardized across all terminals. Each terminal manager can access accurate rates specific to their location, which minimizes confusion and improves internal coordination.”
“DrayMaster is incredibly user-friendly,” said Bob. “I can quote up to 200 rates daily now. The time savings are extraordinary. What used to take hours or even days is now completed in minutes. It’s fast, accurate, and produces professional-looking quotes that impress our clients.”
Inland Express implemented; customer approved
Importantly, the quality of quotes produced by DrayMaster earned praise from clients.
“It makes us look like a bigger company than we are,” Bob shared. Joe added, “Clients appreciate the standardized format and attention to detail. It’s a tool that genuinely reflects our professionalism.”
Streamlined customer interactions have improved communication. Additionally, transparency and ease of use have become hallmarks of Inland Express’s customer experience.
To further improve responsiveness and transparency, Inland Express’ customers can use DrayMaster to generate their own quotes whenever they need them.
“Customers can now generate their own quotes directly through the system and appreciate how straightforward the quotes are,” said Diane. “Procurement need not reformat or adjust - they can pass the quotes along exactly as generated. These capabilities have fortified trust with our clients.”
Joe echoed this sentiment, stating, “Clients know exactly what they’re getting. The quotes leave no room for hidden fees or confusion. I can also retrieve past quotes in seconds. This is especially useful during sales calls when I need to address previous rates or strategize new offers.”
Inland Express noted an increase in repeat business, crediting DrayMaster as an indispensable sales tool. “It’s a game-changer for generating new business,” Joe said. “We’ve even had competitors reach out, asking how we produce such polished quotes.”
Inland Express embraces the future
Adopting DrayMaster has transformed Inland Express’ rate quoting process, delivering unprecedented speed, accuracy, and transparency to respond to customers. This has helped strengthen client relationships, provided a competitive point of difference and set a new standard for professionalism.