CASE STUDY
Upgrading Customer Support and Claims for Fragile Shipping
Learn how Worldwide Express transformed Chemcore's fragile shipping & claims process.
Summary
Chemcore partnered with Worldwide Express to improve their success in shipping fragile products. The 3PL provider helped them manage multiple carrier relationships, streamline their claims process and improve customer experiences.
Chemcore is a Texas-based, family-owned supplier of sinks, faucets and other home plumbing hardware that ships its fragile products across the country. The company is currently experiencing rapid growth.
Prior to 2008, Chemcore's shipping operations were overseen by a single employee who was overwhelmed by the responsibilities of working directly with multiple carriers to coordinate shipments. As the company grew, an increasing number of claims were going unresolved. They were frustrated with carrier disputes and losing money over damaged shipments.
The understaffed shipping operations team needed hands-on support and problem-solving services to help with growing shipping volume. They began searching for a shipping partner to help consolidate their logistical operations, address their major shipping issues and set them up for long-term shipping success. Worldwide Express evaluated Chemcore's shipping processes and provided them with a customized shipping strategy that addressed their key shipping pain points.
Challenge 1: 3PL Streamlining and Solutions
Shipper Challenge
Chemcore was dealing with several full truckload (FTL) and less-than-truckload (LTL) carriers concurrently instead of outsourcing and streamlining their shipping through a third-party logistics provider. Communication concerns, lack of insight into their shipments and general shipping chaos were common issues faced.
Worldwide Express Solution
Chemcore consolidated their shipping operations through Worldwide Express and its extensive network of carrier relationships. Outsourcing their freight shipping to an industry-leading 3PL resulted in more carrier options to meet Chemcore's needs, better rates and a single point of contact that greatly reduced communication concerns.
"Worldwide Express does all the legwork for us now. If we were to take everything back in house, it would take a 10-person team to handle everything they do, and it would change the entire dynamic of our company. Worldwide Express makes it simple for us to focus on our business."
— Sarah Miller, Operations Manager at Chemcore
Challenge 2: Concerns with Claims
Shipper Challenge
Chemcore ships many fragile porcelain sinks daily, which means they must deal with frequent damage claims. They felt they were too-often quarreling with carriers and their claims were frequently denied.
Worldwide Express Solution
Worldwide Express was able to significantly lighten Chemcore's claims burden by assuming oversight of the often-complex claims process. Chemcore no longer needed to file and defend claims directly with carriers, and as a result saw a greatly reduced number of claim inspections and denials.
"Dealing with claims before Worldwide Express was very tedious. We would fight constantly with carriers, and most often they would deny the claim or require additional inspection. Now I don't have to be nearly as involved and just get a check when the claims are approved. I don't know the logistics and claims processes, and with Worldwide Express I don't have to."
— Sarah Miller, Operations Manager at Chemcore
Challenge 3: Unsatisfactory Service
Shipper Challenge
Previously, Chemcore felt like they were insignificant to their carrier partners, and as a small to midsize business (SMB), they weren't a priority for personalized service and attention.
Worldwide Express Solution
Chemcore was assigned a dedicated account team that understands their unique shipping challenges and helps them with problems large and small. For example, we provided customized packaging consulting to reduce damaged shipments by sending a team to Chemcore's warehouse.
"It's really about the people at Worldwide Express. That's what's kept us shipping with them for so long. It's nice to have one point of contact, especially one that knows you and your business so well. I can call them and state any problem very simply, and they always know exactly what needs to be done. That kind of history and service goes a long way."
— Sarah Miller, Operations Manager at Chemcore
Key Results
- Streamlined fragile shipping operations
- Minimized claims and damage disputes
- Delivered personalized, proactive support
- Strengthened packaging to protect fragile products
Growing Logistical Operations Together
Chemcore has relied on Worldwide Express as their trusted 3PL for nearly 15 years, and the partnership continues to prosper. Together, the companies are shipping nearly 400 items each week. As their business continues to grow, so does Chemcore's appreciation for the streamlined operations, improved claims resolution and hands-on support that Worldwide Express provides every day.
Fragile Shipping Logistics FAQs
Ready to upgrade your fragile shipping and receive personalized support?
As an industry-leading 3PL with tens of thousands of shippers of all sizes across the country, Worldwide Express has a proven record of providing customized shipping solutions for both freight and parcel shipping. We leverage our relationships with a carefully vetted network of 45,000+ TL and 75+ LTL freight carrier partners to secure top rates and services for customers. Our decades of expertise combined with these relationships and personalized service make us the perfect shipping partner for your business.
Discover how Worldwide Express can transform your specialty shipping operations. Reach out for a free consultation today!