In the competitive world of logistics, success requires more than just reliable trucks and timely services. It demands a commitment to mission, culture, and a customer-centric approach that fosters long-term partnerships. Expak Logistics emphasizes these core values in its mission, ensuring every step of the logistics process adds value to its clients’ operations.
While many companies focus solely on profitability, Expak places importance on its mission to empower their team to bring unparalleled value to its clients. This approach is evident in their hiring practices, where they seek individuals who are not only skilled but also aligned with the company’s values. This alignment fosters a team dedicated to executing every logistics challenge in a timely manner and delivering services that guarantee client satisfaction.
“The reason we are successful and the reason we execute is because we have a team that’s aligned with this mission,”explains Michael Kraus, CEO.
Solving Logistics Challenges with Logic
Expak is a premier small parcel expert offering B2B distribution, warehousing, and fulfillment services. Its expansive fleet and facilities cover the entire continental U.S., including Alaska. But, it’s Expak’s approach to logistics that makes them unique: It’s rooted in understanding each client’s unique needs. They don’t just move goods; they optimize supply chains.
“When we talk to a client, we try to really understand what’s going on with them,” says Kraus. “What are they trying to achieve? What’s not working? And to see how we can bring value.”
This proactive approach helps identify issues and craft operational workflows and supply chain strategies. With meticulous planning, standard operating procedures (SOPs) are tailored and implemented for each client. For instance, drivers are provided with a one-page SOP that includes detailed pictures and delivery instructions, ensuring consistency and efficiency.
Moreover, Kraus emphasizes proactive communication. If something deviates from the SOP, drivers are encouraged to call in, allowing for immediate resolution. This reduces the risk of repeated mistakes and enhances overall client satisfaction. By reviewing data on delivery performance, they can identify patterns and make necessary adjustments, ensuring continuous improvement.
One of the significant challenges in logistics is maintaining consistency. Expak works with many major national and regional organizations, entailing meticulous sorting and last-mile freight delivery to locations nationwide. It also offers warehousing and fulfillment services to small and mid-sized businesses supplying goods to major retailers. All these clients expect deliveries within specific windows, and any deviation can disrupt their operations.
Expak has integrated cutting-edge technology and tools into its services to meet these expectations. Its cloud-based system provides access to critical information and probable operational issues. Automated escalation protocols guarantee that no concern goes unaddressed. When a client reports an issue, its dedicated service team responds within 15 minutes. In rare cases when they are unable to provide assistance, the inquiry is taken up by either the manager, head of operations, or Kraus himself.
The integration of technology also provides complete visibility into operations. It helps monitor and analyze delivery performance. If deliveries to a particular store are consistently late, the data is reviewed to identify the cause, be it traffic patterns, routing issues or driver performance. Adjustments are made to overcome those issues and successfully streamline deliveries.
This commitment to punctuality and clear communication ensures that clients can rely on Expak without second-guessing. “Our clients want to focus on growing their business. We don’t want to be their problem,” says Kraus.
Proof of Excellence
Expak’s commitment to client success is best illustrated through its success stories. One notable example is its work with library networks nationwide to solve a widespread challenge. If a particular book is unavailable at a regional library, librarians Our clients want to focus on growing their business. We don’t want to be their problem often have it shipped from another location. However, the smallest errors could jeopardize the entire process, leading to delays. A major one is labels, which are prone to misinterpretation, causing books to be delivered to incorrect addresses.
Expak developed a proprietary software that allows librarians to log in to a user-friendly portal pre-populated with all the library locations. They can choose the destination and print clear labels with designated codes containing details about the source and destination of shipments. Access to real-time shipment data and delivery timelines help libraries provide better service to their members.
Another success story involves a pharmacy client-facing issues with a third-party provider in Texas. Instead of replacing the provider, Expak took over the management, retraining drivers, implementing SOPs, and integrating technology to enhance visibility. This approach not only resolved the issues but also maintained cost efficiency for the client.
Expak focuses on the aspect of cost efficiency for all its clients and reevaluates their supply chain strategies if needed. Concierge-style services are delivered at or below client budgets without compromising quality by adjusting delivery schedules or changing strategies to speed up processing. It also focuses on enhancing the overall customer experience for the end users. Kraus is cognizant of the fact that the multitude of alternatives available to customers today makes it imperative for his clients to always stay on schedule. Transparent communication, especially for delayed deliveries, helps build stronger client relationships.
Expak exemplifies how a mission-driven approach, combined with technology and a deep understanding of client needs, can set a company apart in the logistics space. This commitment ensures it is not just a service provider but a true partner in clients’ success. As it continues to innovate and grow, Expak remains dedicated to delivering more than just goods—it delivers solutions, trust, and excellence.
This article is replicated with permission from Retail Business Review magazine.
