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Category Archives: CASE STUDIES

Same Day Courier Delivery Services in London

Stuart courier delivery services were founded in 2015 and currently operate in England, Wales, Spain and France at the time of writing this case study.  The agency employs 164 staff, but most of their team will be independent couriers, connecting with customers via their automated, online service.

In terms of what Stuart do, their stated vision “…is to make it easier for … [business] … customers to receive your products, all while reducing congestion and pollution”.Specifically, the company website refers to the following values:

  • Collaboration
  • Simplicity
  • Reliability
  • Eco-friendly
  • Innovation
  • Efficiency


While having an ambition to reduce delivery service pollution, they do not, however, exclude motorised vehicle owners from becoming delivery service providers, nor is the moped owner or motorcycle courier excluded from their fleet of riders either.

Ethics and compliance are mostly in relation to the category of goods being delivered, so Stuart exclude a variety of higher risk or regulated goods in their terms and conditions.

Their technology is based on either an iOS 10+ and Android 5+ compatible app. The system can also be accessed via Facebook, maximising opportunities for connecting package shippers and couriers.  The company recognise that success is built upon user friendly features of their software. This explicit business goal is enshrined in their “…commitment to transforming complicated technology into easy to use products…

Take up of online courier services demands simplicity and an intuitive interface. Main features, therefore include:

  • Package size and weight limits vary according to method of transport, where S: [bicycle and moped/motorbike] M: [moped/motorbike] L: [car] XL: [car]
  • Limitations by transport type:
    • S: 40cm length; 20cm width; depth 15 cm; 12kg weight
    • M: 50cm length; 30cm width; 30cm depth; 20kg weight
    • L: 90cm length; 65cm width, depth 50cm; 25kg weight XL: 100cm length; 90cm width, depth 50cm; 70kg weight
  • Address details input fields for the shipper and parcel recipient
  • Telephone contact details data field for the courier to speak to the customer directly where necessary. This data is, according to the company, only kept in the system for the duration of the delivery.
  • Button to record pick up and drop off by the courier
  • Automated route recommendation
  • Service and customer rating


The growth of on-demand courier delivery services mean that their investor support has been significant, with the company achieving 22 million euros in their first three years, according to their website.  The company is now owned by GeoPost, the second largest European express parcel service and their leadership team describe the company as a “high growth startup” courier service.


Freelance Business Owner Opportunities with Stuart

Stuart’s on demand courier services include opportunities for both independent, small business owners who are their riders and for courier delivery customers wanting an affordable, convenient delivery in forty European cities.

Bicycle, motorcycle, moped and motor vehicle owners (under 3 tons) can all apply to become independent couriers. From their website, it appears that riders will be expected to be branded, with badged uniforms, however, given their independent courier status, the reality on the ground may mean operatives only carry ID.

Courier delivery is a small ‘business opportunity’ for independent riders and car owners in England and Wales to work their own, flexible schedules, while enjoying what they claim to be “…competitive earnings”, on their company website.

The reality of earnings potential will depend upon speed of the courier and efficiency of the company delivering and and receiving packages, as well as optimal route servicing.  Service fee recommendations are set out within the app (and in their terms).  Couriers can keep any tips earned, a benefit not enjoyed by all operatives and which can make a significant difference to earnings. For more insight as a would-be courier, check out Glass Door’s review.

There is an emphasis on “community” and “fun events”.  However, their ‘force major’ terms and conditions (T’s & C’s) are worth checking for identifying the level of risk couriers must carry. In particular, being let down by the customer in terms of being ready with the package to deliver can mean wasted time and energy, cutting into earnings per hour.

Another consideration for riders needs to be the cancellation fees applicable, set at the minimum price for 1.5 miles, as set out in section 6.3 of Stuart’s T’s & C’s.


Stuart Customer Services

Stuart’s target audience is retail businesses, particularly focussing on small start-ups needing local deliveries, or medium to larger enterprises, needing last mile logistics cover.

While the service is mostly automated online, if shippers prefer to prioritise transport mode over package specifications, the customer is advised to contact the company directly, albeit there is guidance on fees on the company website.  This of course, offers more scope for harvesting of customer data and relationship building by the company to build repeat business.

Stuart are subject to some regulation where they operate.  Customers can, for instance, expect some screening of their riders; e.g. UK riders must have a permit to work in the UK. Customers can request delivery within the hour via cycle, motorcycle or car, or even deliveries on foot, skateboard, or roller skates.  Services are available 7 days per week.

Stuart have a number of competitors in the UK and overseas last mile and express courier market. For a comparison, readers may want to check out the following on demand courier delivery services:

  • Quiqup
  • Gophr
  • CitySprint


Alternatively, generalist online agencies offer ways to bring people who need jobs doing together with those who can help e.g. TaskRabbit.

For businesses, such as fleet owners, or independent couriers seeking to build their own online courier services, there are some excellent transport management software providers offering niche ‘off the shelf’ modular packages and bespoke options to scale up and tap into the potentially lucrative transport and logistics market.

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Founded in 2013, by Ryan Petersen, Flexport is a growing, full-service international freight forwarder.  The company offers not just practical logistical support for companies needing shipping services, they also are transforming the industry with their own online transport management system (TMS software platform).  Like many freight forwarding services, they see going digital as the future for modern transport and logistics and brokerage supply chain teams to collaborate, increase transparency and efficiency and save costs across processes.  They are part of a growing industry, not just in their supply chain services, but in digital infrastructure products that improve the operations side.

It isn’t just the benefits of real-time tracking, well-structured data storage and safe data transfer, or automated shipment-specific communications and compliance that are now oiling the wheels for the industry, it is the customer focus, enhanced by automation, backed up by a dedicated team of experts that instils confidence in clients, both for Flexport and their competitors. The interaction of man and machine led operations make supply chain management simpler, more reliable, highly accurate and give clients peace of mind that they benefit from the best of both worlds: specialist support and digital efficiency.

With 600 people and offices on three continents in 2017 and counting, Flexport’s vision to improve the reliability of international transport logistics businesses is a daily reality.  Flexport supports over 10,000 clients and suppliers, helping to manage all aspects of their supply chain operations.  Diversity is built into their DNA, given their global presence, which also makes them attractive to a potentially huge pool of talented employees, creating virtuous growth cycles.

With $26.9 million in funding, in 2016, Flexport grew the volume of goods it ships by 16 times. Forbes magazine described Flexport as doing for the T&L business what international courier companies do for the portable package shipping world.

According toPaul Graham of Y Combinator, a seed start-up company:

Flexport is one of that small handful of startups that are going to change the world.”  He is also quoted on the company’s website as saying:

 “Flexport is one of those rare companies that will not merely satisfy its market, but grow it. There will be more international trade because of Flexport, and international trade is a very big thing for there to be more of.”


What Is So Exciting About Tech in T&L?

Graham is right to be excited about the transforming nature of the T&L industry.  We all understand the application of modern tech to courier shipping services, where we can track the progress of our parcel, giving us peace of mind.  However, the global transport and logistics industry is at another scale; it is what keeps global trade moving and our everyday life smoother.

Global transportation of goods and cross border service provision is highly complex, making operational management head-spinning.  That vast array of variables associated with any single shipment or transaction can pose hold-ups at any time. This is where automation and machine collaboration and support services are giving transportation services the edge.

Those T&L tech founders who are able to bring their import and export experience to their digital offerings can really add value for companies needing shipping services.  The $9 trillion global logistics industry is improving their business model to give greater power to end customers.

Traditionally, freight forwarders have relied on last century data, infrastructure and communications systems, such as confirming shipment details via time consuming faxes, or reporting on progress via numerous, now often redundant, phone calls.  Coordinating the sophisticated delivery process in the past has been labour intensive, inefficient, more costly and potentially flawed.

TMS software providers now point the way in freight forwarding, leveraging software to automate repetitive, simple administrative processes for industry professionals.  Simple to use platforms, apps and flexible modular systems integration allow greater customer control through increased transparency throughout supply chains.  Customer confidence is enhanced through tracking and control of cargo and simpler rate comparison tools and easier negotiation.

TMS system investors include Google Ventures, PayPal Co-founder, Peter Thiel’s Founders Fund, Bloomberg Beta and other big names in the finance and technology industries.  In July 2016, Flexport was valued at $365 million.  In 2017, revenue was expected to reach $500 million. They show what is possible in the ever-growing international freight forwarding sector.


So What’s So Great About TMS Software?

TMS software providers recognise that T&Land the import and export business involve a complex chain of different companies and headaches for companies shipping products.  Frustrations with delays in shipments could lead to many time-wasting phone calls, now superseded by real time SMS push notifications of key milestones, such as passing through customs, estimates of arrival time, or companies are able to download an app to see their shipment in real time on route.

While software is not a magic wand for reliability of receiving cargo in good condition or on time,  for companies without a local presence overseas, tech helps planning, crisis management and customer service via automated reporting. Having advance information on fees and schedules with a few online clicks empowers shippers to choose between service providers, tailoring their particular requirements better and faster.  Learning about the option of flexible, less-than-container-load shipping services can reduce transit times, or batching up with similar products of other shippers can save on costs.

As regular shippers understand, the freight forwarding industry is essentially still a relationship business, but one that can be improved with technical support.  Being confident of the history of one’s tech partner is crucial to making the right investment decisions.  Some businesses with limited shipping needs can benefit from one or two ready-made modules that simplify the whole service comparison, booking, payment, tracking and receipt process. A company with a background in freight forwarding understand the minutiae of documentation flow, scale requirements and can make a targeted assessment of business hardware and software needs.  Knowing one’s software is backed up by a company with long-standing expertise and extensive T&L networks means you are covered for any specialist services needed along the way, or when the unexpected inevitably happens in such an unpredictable environment.

Those companies with their own software development team are able to automate more and more T&L data processing, in line with specific business needs, such as ensuring up-to-date compliance issues with tailored TMS software solutions that can automatically update permit and documentation requirements on the ground, around the world, at a moment’s notice, so that correct data is instantly accessible and relevant paperwork is flagged for amendment where required.

More than anything, it is the combined power of data harnessing and management, coupled with a digitally empowered workforce, supported by a smart transport management system (TMS)that is making the difference for the T&L success stories.


The Competition

25 freight forwarding companies achieve revenues of more than $1 billion a year, but these businesses are mostly well-established, making digital transition for them harder, given reliance on sometimes outdated legacy systems.  Nevertheless, increasingly, they are transforming their online presence to reflect changes happening at large.

We are no longer a shipping line, but a mobile inventory management company,” says one industry leader executive, speaking for many other industry stalwarts as much as his own company.

However, there has also been some difficulty in established shipping companies being able to adapt to the emerging connected environment.  An example of dramatic failure being parcel carriers, DHL, who, according to Ryan Petersen  “bought three of the biggest freight forwarders for $15 billion, then spent $960 million with IBM for an IT backbone, and that failed.”  DHL had to write off their losses on this venture.

Petersen believes that whereas his company may be ahead in the tech race, by contrast to established freight managers, they still have had to catch up in terms of matching in the field transport capacity given the capability of industry juggernauts with whom they compete, such as Maersk Group, UPS and similar long-standing brand names.

Service offerings vary across the industry.  Some companies operate their own warehouses to consolidate cargo shipments into containers to help in making savings for both themselves and customers in turn. Together with software that helps improve decisions and achieve efficiencies, their freight costs can be highly competitive.

Having a range of facilities in strategic trading route locations is essential. Newer, more software focussed companies need to build their supply chain network, whereas established players have to add to their traditional freight services to a more digital operation.  The combination of offering technology to partners and having in-house expertise is a key selling proposition for future-proofing of freight brokerage and T&L provision.

Interviewed by Susan Adams of Forbes, Petersen said “Today we still burn money. We’re using venture capital to go after scale… The losses are on investments in engineering and things like recruiting and infrastructure.”

Finding the formula to be more competitive on price and still offer a “high value” service compared to other players is not always easy; so for instance, whereas tech based T&L companies can be around 10% cheaper on shipping ocean cargo, for instance, reliability or speed of service may not be consistent, due to lack of capacity.

In terms of where Flexport are in capacity terms, in 2017, they shipped 7,000 containers.  Larger operators are moving more than 100,000 containers; the biggest players move several million shipping containers each year.  Sometimes, it is as much about the network capacity of a company that can lead to economies of scale for customers.  Profiles of freight forwarders vary greatly in the industry.

However, it is worth shippers knowing that where there is more automation, regardless of size of capacity, with the right cloud operating systems coupled with strong industry partnerships, newcomers cannot only make the same profits as the larger players, they can compete on price because of their personnel and overhead saving.


The Future of the Online Model

Petersen describes their online freight management model as operating like “Facebook for trade”, where clients invite their supply chains to become part of a networked data system. This builds capacity, plus customers. System integration and connectivity allows companies needing shipments to make purchases through a unified system and the preferred freight forwarder who has a strong network of suppliers delivers their goods.

This is a dual revenue stream for freight brokerages and forwarders that also benefits end user trading partners by identifying shipping snags immediately, or even means they can anticipate and avoid unforeseen additional costs and penalties.

Josh Constine of TechCrunch calls Flexport “The Unsexist Trillion Dollar Start-Up”, which is recognition of any digitised freight company’s potential, given the right people behind it.

Data throughput to TMS systems allows for some powerful big data access and precision planning for freight handlers, as well as suggesting areas for strategic innovation.  “By analysing all the routes, rates, speeds, and customs compliance data of shipments booked through its full-stack software and service, it can find the most efficient way to get goods from point A to points B, C, X, Y, and Z.”  Not only does this build efficiency and robustness, reputation enhancement completes the injection of power. Computers can process data much faster than humans can and without human error risks. Couple this with strong customer service support on the front end, customers will become loyal return buyers.

Petersen describes TMS as “…bringing transparency to a black box industry”.  He’s referring to some of the guess work that goes into management without access to real-time data and the fee negotiation that can feel like playing poker.

Process transparency and enhanced decision making efficiency has implications for national economies too, because of course our global economy is dependent upon the smooth movement of freight and business services. Emerging economies would do well to support investment in T&L tech, as this benefits whole populations ultimately.

The future of the industry is customer facing, competitive and convenient. Systems can be boosted with built in artificial intelligence (AI) to enhance human-computer interaction. Algorithms can monitor re-ordering cycles to help managers precisely plan future shipments.  TMS software can support businesses to automatically manage their inventory for a variety of business cycles.  Petersen calls this “…an operating system for global trade

Shipping is a massive 15% of our global economy, “And it’s much of the back-pressure constraining the other 85%,” says Y Combinator President, Paul Graham. Because the international freight forwarding sector is largely still so backward in adopting tech, freight forwarder and brokerage companies can seriously steal a march in this industry from what Graham calls “schlep blindness”, i.e. innovators being unable to spot potentially big ideas because of the tedious journey of the learning curve involved.

For anyone wanting to develop a lucrative start-up in importing and exporting, or in T&L management, those companies offering the power of automation, backed-up by industry expertise are the ones to watch. With a wide range of software solutions available, from the modular, to end-to-end systems, talk to a tech partner who already talk your language, given a history of freight management expertise built up over a decade.

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Convoy’s on-demand trucking platform offers real-time insight into shipments among other services. Seattle start-up achieved a $62 million Series B injection in 2017 which drove the company ahead of U.S. competitors.  The company has raised more than $80.5 millionfrom more than 30 investors since it was founded in 2015.

In an article in July 2017,On-demand trucking app Convoy doesn’t want to be the ‘Uber for trucking’ anymore’, Andrew Hawkins reports that

Convoy’s fundraising was led by the venture capital fund of Silicon Valley-based incubator, Y Combinator.  Other notable investors in the start-up include: Cascade Investment, Bill Gates’ investment fund, Mosaic Ventures and Barry Diller, LinkedIn co-founder Reid Hoffman, on behalf of Greylock Partners, invested more than once. Also, Amazon CEO Jeff Bezos and Salesforce CEO Marc Benioff have given Convoy their backing.

Whereas Cargomatic focussed on the less than truckload urban market and drayage in Southern Californian ports, Convoy developed their services further, “…automating   every step of the largely manual, call in freight business of long-haul trucking.” Their app innovates, adding transparency for customers and supply chain managers.  “They show you the rate they’re covering and what they’re paying paying the Trucker.  Traditional brokerages just throw the rate at you,” according to Chris West, Transportation Director of McLane Food Services, which ships to national distribution centres.

Convoy promoted itself as the “Uber for freight”, promising to improve “.. the logistics ecosystem for truck drivers using technology.”  When Uber entered the logistics industry, their tag line was played down, of course.

Gartner research and tech consulting commented that Convoy were not ‘disrupters’ of the business model.  Automation of “load boards relying on telephone call-ins from drivers looking for loads” was a key change to T&L processes, according to Bart De Muynck, Research Director for Transportation Technology. This brought on the digital freight market place like nothing else.  The apps, such as those now available across T&L service providers and freight forwarding brokers.

The advent of the driver-payload matching app into the pockets of owner-drivers and its impact on the freight brokerage industry while a huge milestone in advancing efficiency and the fuelling of independent SME’s among drivers and carriers, T&L analysts on the U.S. trucking industry and supply chains is somewhat “overblown.” “It’s definitely not a disruptor of the business model…” says De Muynck.

Scheduling software does, however, improve service speed of regional, national international cargo transport.  Volume is expected to increase as capacity grows in the self-employed, freelance employment space.  De Muynck claims that as customers seek competitive freight rates from a parcel courier service, they will benefit from easier comparison. Similarly, owner-operators and small carriers will also be able to calculate the value of a contract quickly.

Large companies will always send 90-95 percent of their shipments through their core logistics partners”, says De Muynck. Nevertheless, for Avery Vise, Venture Portals of trucking research at FTR Transportation Intelligence, one cannot underestimate the “power of money and technology expertise”.

He explains that the road cargo services providers “… have the capital and resources to create an environment that is more driver friendly…”.  An online TMS system can offer drivers and carriers detail about the cargo, specifies week day versus weekend delivery requirements.

Convoy’s app is user-friendly and customisable, meaning the information requirements and access permissions can be tailored to a company’s needs.  It can be integrated into phone systems for communications and even linked to in-house Customer Relations Management systems and other software.  In their app’s flexibility, they are leading the way in terms of provision of brokerage IT infrastructure and development of big data for use by partner agencies where relevant.

The U.S.A.’s longest standing brokerage, a 57 year old company’s head, says that the likes of Convoy will not disrupt their industry, but their capacity to build market share and establish JV’s with partners is unquestionable.


Perspective of Drivers on Cargo’s TMS App

Dan Lewis, Convoy Co-Founder and CEO says their systems offer new parameters allowing all parties to expect a firm price for load, removing the hassle of “haggling”.  The ability to bid by truck drivers and industry professionals is a real boon to ensuring enhanced profitability and fair pay for work.

Exclusion of brokerage reduces overhead. A freight brokerage can impose an additional 20 percent fee per shipment, without this matching service charge necessarily disclosed to supply chains or customers.

For drivers who in the past had to chase work, Cargo’s app allows them to pro-actively attract contracts by posting their availability, capacity and professional profile into the app, which allows for automated matching with shipping customers.  Payment within 48 hours, minus middle management fees or factoring charges is highly attractive to the self-employed owner-driver.

As the truck drivers build their profile of experience, the App’s machine learning capacity offers ‘smarter’ connections.  According to a company spokesperson: “As drivers accept and complete more Convoy loads over time, they’re more likely to receive the best loads on the lanes they like to run”. Artificial intelligence is making the road transport and logistics industry increasingly efficient, benefitting all users.

Convoy have also addressed a concern among professional drivers that apps could potentially prioritise ‘rookie’ drivers to potential shippers, regardless of any possible track record of illegal activities, such as lack of insurance, or even unreliability and under-cutting practice.

Also, drivers can rate their shipping customers, to help them avoid being burnt by unreliable customers.

Loyalty benefits are also built into the software, such that both shippers and the truck drivers can benefit from repeated app use.  This is where Convoy differs from their competitors. Deeper, comprehensive user data allows for more appropriate connections based on Convoy’s automated brokerage history.


The Shipper’s Perspective on Convoy

Shippers key concern is the security and speed of delivery, weighed against optimal pricing for profitability.  The carrier and driver’s key priority is payload.  Convoy’s data management is linked to their website in such a way that shippers can enter the weight, dimensional and special detail of their cargo or shipment, required pickup and delivery schedules and any particular handling requirements into their booking order.

Convoy’s TMS software then automatically calculates associated costs and removes the need for negotiation wherever possible, simplifying the job of the freight broker company, trucking company, or owner-driver. Automated, immediate confirmation, real-time delivery tracking and timely proof of delivery all instil confidence in shippers using suppliers who adopt customer friendly tech.

However, Convoy founders claim theirs is more than mere online supply chain management services company, the company’s leadership see themselves as forging relationships for the longer term and are not interested in ‘churn’ for turnover’s sake.  Thus a driver performance rating system means anyone new to online shipping systems minimises risk to their cargo by having the endorsements of previous customers to rely on, rather than blind faith.

Truck driver performance can be easily tracked automatically over time and poor performance can lead to being dropped by Convoy’s network. Their digitised commercial transport system also verifies carrier and driver licensing and insurance coverage automatically, to reduce administration with tedious, repetitive paper work. As part of their on-demand trucking service, they also offers their own shipment insurance, to protect clients .

Cargo’s Road T&L Industry Impact

Convoy’s growing data set will no doubt eventually progress the availability of reliable industry data on cargo handling variables such as:

  • Cargo size
  • Revenues generated by cargo category
  • Volumes by category and / or sector
  • Freight value by cargo type and / or industry sector


Convoy has said the following about their data available.  The company is:

“…handling thousands of shipments and millions (of dollars) in sales per week” in only a few years on the road.  At last available data releases, they were partnering with 450 shippers, with numbers increasing year on year.  They also boast a network of 20,000 drivers and carriers and growing.


Their free to download mobile app is nationally available and able to service the key “epicentres where 95 percent of the country’s freight originates.”


Theirs is an effective and attractive solution that addresses the “shrinking driver workforce”, evolving regulatory environments, tougher enforcement, traffic delay and inflexible schedules, as well as optimising the experience of T&L supply chain management, from individual shippers through single truck owner-operators, to international freight forwarders.

It can boast at least five Fortune 500 companies and 20 Fortune listed companies among its on demand transport customers.  It has on-going and long-term contracts with household brands such as: Unilever North America and Electrolux. Anheuser-Busch has recognised Convoy as its first ever “technology partner of the year” for their supply chain innovation. Unilever awarded the company in 2017 as its “visionary partner” because of the capacity for transformative improvements TMS systems can make.

Road freight companies, logistics providers and transport brokerages seeking greater efficiencies and competitiveness can find ready-made digital solutions that can also be tailored to their changing business offering here.


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