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SOLVED Supply Chain Challenge? Customer Service— A Magnet for More Business Customer service beyond expectations can act as a magnet for more business. It’s a force that an independent Landstar agency in Pittsburgh, Pennsylvania, has put into practice.
Shasko’s team, along with a trusted team of owner-operators leased to Landstar, worked diligently to meet the tight deliv- ery deadline.
relationship with this division of the company was established more recently. Previously only called on when other third-party logistics providers could not complete a shipment for the med- ical tech division, this expedited haul changed that business relationship for the better. “The division is now discussing more business opportunities with us, and we’re looking to work with other divisions within the company, too,” explains Shasko. In part, he credits the successful exe- cution of this challenging load to the robust support from the Landstar net- work. Landstar’s extensive network provided the agency with capac- ity providers who understood the intricacies of transporting sensitive medi- cal equipment. This strong network of professionals, backed by Landstar Clarity ™ —Landstar’s advanced load-tracking technology— supported seamless coordination and precise execution of the task, reinforcing the agency’s reputation for reliability and excellence in the logistics industry and increasing the likelihood of attracting repeat customers.
OVERCOMING OBSTACLES WITH COMMUNICATION
According to Shasko, communication was key throughout this expedited haul, especially knowing transparency was a cornerstone in building trust within the new business relationship. “We were in constant communica- tion with our customer, helping to ease their stress,” he explains. “Even though we were confident the owner-operators would make it safely in time, we con- sistently updated our customer on their safety breaks, field stops, and location via Landstar Clarity ™ tracking.” When the MRI arrived at its destina- tion, a step-deck Conestoga trailer with tarps on all sides was used to protect the magnets while being offloaded before the load was lifted via crane. BUILDING BUSINESS ONE LOAD AT A TIME This achievement by the Shasko team is more than just another logistical success for the independent Landstar agency; it’s a testament to how excellent service builds lasting business relationships. While the shipper had been a cus- tomer for several decades, the agency’s
When independent Landstar Agent Troy Shasko and his team success- fully expedited the transport of an MRI machine and its magnets from New York to Texas, the result was the creation of new business opportunities. HANDLING CHALLENGES WITH PRECISION The shipment of such sensitive medical equipment involved more than just safely and securely transporting the freight; the equipment needed to arrive within two days after pickup. The crane designated to lift the equip- ment to an upper level of the hospital was only available for a limited time, making timely delivery imperative. “When it came to offload, it couldn’t be done with a forklift or a pallet jack,” explains Shasko. “It had to be completed with a specific rigging crew and crane that were pre-approved to unload mag- nets at the hospital, on a specific date and time.” Despite loading delays caused by a third-party carrier hired by the customer,
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22 Inbound Logistics • November 2024
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