Client Overview
A major US logistics provider wanted to improve its operations and simplify the transfer of goods between China and the United States. Due to time zone differences and operational challenges, managing cross-border logistics became difficult, affecting shipment planning and customer satisfaction. The client entrusted the FOS Desk with managing Daily Shipment Reports (DSR) and providing thorough coordination to bridge the gap between the two regions.
Business Challenges
Time Zone Delays:
The time difference of 12 to 15 hours between China and the U.S. led to coordination gaps.
Shipment decisions and planning were often delayed, resulting in slower deliveries and reduced customer satisfaction.
Manual and Incomplete Coordination:
Managing key operations such as booking, proof of delivery (POD), and tracking across two countries required substantial manual effort. Without a centralized management system, communication errors and inefficiencies impact performance.
High Operational Costs:
The reliance on expensive human resources for round-the-clock communication and tracking resulted in high operating costs. These challenges created obstacles in operations, reducing the firm’s ability to meet increasing customer demands effectively.
FOS Desk’s Solution
To address these issues, the FOS Desk implemented a comprehensive solution, ensuring the smooth information flow and operations across both regions. The solution emphasized real-time coordination, automation, and cost-efficiency.
Key Solutions Implemented:
24/7 Operations Across CN and US Time Zones:
FOS Desk provided 24/7 operational support to bridge the time gap, ensuring real-time decision-making for shipment planning and delivery. This round-the-clock capability reduced downtime and eliminated delays, significantly improving shipment flow.
Centralized DSR (Daily Shipment Report) Management:
FOS Desk took over the preparation and communication of DSRs, enabling a smooth handoff of information between both regions. With accurate DSR updates available at all times, the client had full visibility into shipments and could act immediately on any issues.
End-to-End Coordination for Greater Efficiency:
FOS Desk handled everything from shipment bookings to Proof of Delivery (POD) and tracking through final delivery in the U.S., eliminating the need for multiple points of contact.
By serving as a one-stop coordination hub, the FOS Desk streamlined domestic and international operations.
Results Achieved
Business Growth through Operational Efficiency:
Faster decision-making and smoother operations resulted in a massive increase in shipment volume, growing from 8 containers to 2,000 containers. The improved experience not only satisfied existing customers but also attracted new accounts, driving further growth.
Significant Cost Savings:
By simplifying operations and reducing reliance on high-cost personnel, FOS Desk enabled the client to achieve a 60% reduction in operational expenses. The automation of routine tasks allowed the reallocation of resources to more strategic initiatives.
Enhanced Customer Experience:
With real-time tracking and coordination, customers experienced faster deliveries and improved service reliability, building trust and loyalty.
Strategic Partnership with the Client:
FOS Desk’s success in transforming the client’s CN-US operations positioned it as an indispensable extension of the client’s logistics team, ensuring long-term collaboration and growth opportunities.
Performance Metrics
| Metric | Before FOS Desk | With FOS Desk |
| Shipment Volume | 8 containers | 2,000 containers |
| Cost Savings | High operational costs due to multiple resources | 60% reduction in operational expenses |
| Turnaround Time | Delays due to time zones | Real-time decision-making with 24/7 operations |
| Customer Satisfaction | Inconsistent service levels | Enhanced experience with faster deliveries and better tracking |
| Operational Model | Fragmented coordination | One-stop hub managing booking, POD, and tracking |
Conclusion
FOS Desk’s 24/7 operational support and centralized coordination transformed the client’s cross-border operations, turning logistical challenges into opportunities for growth. By eliminating time zone delays and ensuring seamless communication between China and the U.S., the client achieved:
- Higher shipment volumes
- Significant cost savings
- Improved customer satisfaction
The transition from an incompleted coordination model to a single, integrated hub ensured the client could respond to market demands with agility and precision. This highlights how the FOS Desk’s expertise in managing complex, multi-regional logistics can drive operational excellence and create strategic value.
Want to explore ways to extend the FOS Desk’s services to other regions and expand its role in future operations? We’re here to help.
