Insights from Chris Blowers, General Manager, Shipco UK
In logistics, smaller freight forwarders sometimes question if global consolidators see value in their limited cargo volumes. Often, there is a perception that global operators prefer larger customers with predictable, high-volume shipments. However, at Shipco, the story is quite different. Smaller forwarders are essential customers who receive personalized service explicitly designed to support their diverse needs.
Managing the complexity SMEs bring
For Chris Blowers, General Manager of Shipco UK, handling freight for SMEs is fundamentally different—and sometimes more challenging—than supporting global accounts. Global companies often have consistent shipment patterns with clearly defined service-level agreements. SMEs, however, prioritize relationships and responsiveness over strict performance metrics.
“Global customers tend to be more SLA-focused on strict performance revenues. An SME is more about the relationship that they have with individuals at the desk,” Chris explains.
Shipco’s operational teams must adapt quickly to these varied expectations. One moment, they manage straightforward bookings through Shipco’s GlobeAssist platform. Next, they’re dissecting extensive email instructions to pinpoint precisely what the customer requires.
“Our operational team has to diversify and be able to manage the different expectations. One minute they are taking a booking through our rating platform in a standard format, and the next minute they’re receiving an email maybe seven, eight, or nine pages long,” Chris says.
Investing in flexibility
This rapid adaptability demands both technical capability and human skill. Shipco prioritizes investment in both areas, recognizing that SMEs require customized handling to remain competitive.
“We heavily invest in both our IT tools, plus we also are investing in the staff and the expertise that we have on the desk,” Chris emphasizes.
That dual focus ensures flexibility isn’t a special request but a standard practice. The goal is straightforward: to remove friction at every step. As Chris notes, Shipco aims to provide the “path of least resistance” for customers. “We want to make the job of moving cargo as simple as possible,” he adds.
Why proactive communication makes the difference
In logistics, disruptions are inevitable. What matters most is how forwarders are informed and supported when problems arise. For Shipco, proactive communication is central.
“As the market changes and logistical problems happen, we can communicate that to you effectively,” Chris highlights. This clarity is supported by Shipco’s robust digital tools, enabling customers to track cargo seamlessly and receive timely updates. Yet, technology alone isn’t enough.
“We have the online tools that we can use to push information to our customers. Plus, we have someone at the other end of the phone. Chris says, “If you have a problem and talk to us, we have people who know what’s going on.”
Freight forwarding remains a people business
Despite continuous advancements in technology, Shipco remains deeply committed to the personal dimension of freight forwarding. Volume does not determine the level of care each customer receives.
“It’s irrelevant whether it’s one cubic foot a year or a thousand cubic feet a month,” Chris insists. “Every cube that we move is personal, and it is important to us.”
Smaller forwarders benefit directly from this philosophy. They gain access to the same sophisticated tools, global network, and experienced staff that larger customers rely upon. Most importantly, they receive service delivered in the friendliest, most professional manner possible.
As Chris concludes, “We want to deliver from A to B in the easiest, most cost-effective, most professional, and friendliest way possible.”
