As the dust settles on the bustling peak season of November and December, now is the perfect time to assess how your freight management strategy performed during this critical period. For Australian businesses managing domestic freight, interstate freight, and local courier services, the peak season can test the limits of logistics providers, revealing both strengths and areas for improvement. Conducting a detailed review is essential for continuous improvement, ensuring your supply chain is prepared to thrive in 2025.

 

Here’s a comprehensive guide to evaluating your freight providers’ performance across all service types.

 

1. Did Their Level of Service Maintain Throughout the Peak Season?

One of the first aspects to assess is whether your freight providers maintained consistent service levels under the pressure of peak season demand:

– Were deliveries completed on time as promised?

– Did providers demonstrate the capacity to handle increased volumes without compromising quality?

– Were there noticeable delays or disruptions that could have been avoided?

Reliable freight providers—whether managing local courier deliveries or large-scale interstate freight—should deliver consistent results even during high-demand periods. A decline in performance is a sign that further discussions or adjustments are necessary.

 

2. Did You Receive Proactive Updates on Late Shipments?

Proactive communication is critical, particularly when challenges arise. Reflect on the following:

– Did your freight provider notify you of potential delays before they impacted your business?

– Were updates detailed and timely, or did you find yourself constantly chasing information about late shipments?

Providers who keep you informed in real-time help mitigate disruptions and build trust. If communication fell short, this could be an area for improvement in the future.

 

3. Did You See an Increase in Time Spent Chasing Freight?

Peak season should not mean you’re spending excessive time managing freight issues. Consider how much time your team devoted to:

– Following up on delayed shipments.

– Resolving delivery errors or miscommunications.

– Tracking down missing freight details.

Efficient freight providers streamline processes, reducing your workload. If chasing shipments became a regular task, it might indicate inefficiencies in your provider’s systems.

 

4. Were Additional Fees and Charges Appearing on Your Invoice?

The financial side of freight management is just as important as operational performance. Review your invoices for unexpected charges:

– Did additional fees or surcharges appear during the peak season?

– Were these charges communicated upfront or only discovered after receiving invoices?

– Did the overall cost of freight align with your budget and expectations?

Hidden fees or vague charges can significantly impact your bottom line. Providers who lack transparency might need to be reconsidered in favour of more upfront partners.

 

5. Did You Receive Recommendations or Suggestions from Your Account Manager?

An engaged account manager can make a significant difference during the peak season. Ask yourself:

– Did your account manager proactively offer strategies or suggestions to improve your freight operations?

– Were these recommendations tailored to your business needs, such as optimising your domestic freight routes or adjusting carrier selection for local courier deliveries?

Account managers should play a collaborative role in ensuring your logistics operations run smoothly. If this support was lacking, consider whether your provider is prioritising your success.

 

6. Did Their Customer Service Team Take Longer to Respond or Answer the Phone?

Customer service is often the first point of contact when issues arise. Reflect on whether:

– Response times from customer service increased during the peak season.

– It became more difficult to get answers or assistance for your freight-related concerns.

If accessing support became frustrating, it’s worth discussing how service levels can be improved before the next peak period.

 

7. Were You Able to Adjust Your Carrier Mix on the Fly if Certain Carriers Weren’t Performing?

Flexibility is essential in freight management, particularly during high-pressure periods. Assess whether your provider allowed you to:

– Adjust your carrier mix quickly to address performance issues.

– Switch between local couriers, interstate freight, or domestic freight providers as needed.

Providers offering adaptable solutions can help you respond to unforeseen challenges and maintain smooth operations.

 

8. Did You Have Peace of Mind Around Loss and Damage with Insurance or Warranty Coverage?

The increased volume of freight during peak season can heighten the risk of loss or damage. Evaluate whether:

– All consignments were covered by an insurance or warranty program.

– You had peace of mind knowing that your shipments were safeguarded.

If this protection wasn’t in place, consider implementing a comprehensive coverage program to reduce risk in future seasons.

 

Final Thoughts

A thorough post-peak season review of your freight management strategy provides valuable insights into what worked well and where improvements are needed. Whether you manage local courier services, interstate freight, or broader domestic freight operations, addressing these key areas will ensure continuous improvement and a more resilient supply chain.

If service consistency, communication, or cost transparency fell short, schedule review meetings with your providers to address these issues. Use this opportunity to set clear expectations for the year ahead. And if a provider repeatedly failed to meet your standards, it might be time to explore alternatives that better align with your business needs.

Effective freight management relies on strong partnerships, open communication, and the ability to adapt. By taking the time to review and refine your approach, you can build a supply chain that’s ready to handle whatever challenges 2025 brings.