Top-notch logistics services and “you’re family” approach deliver manufacturing business success

Challenge

When McClay’s placed a cold call to the company’s new supply chain manager, Mark, he was hesitant to make a change. Brand new to the shipping side of the business and with a logistics provider already in place, he wanted to get a feel for his new role and vendor first.

Six months in, however, he was ready to make a switch. Why?

For starters, the 3PL didn’t offer real-time shipment visibility, and there were times when it would take two to three days to get a delivery confirmation.

What’s more, the logistics provider came back three times with unexpected charges, insisting Mark’s initial freight quote request was inaccurate.

“I entered all of the information correctly into their website,” Mark shares. “That last shipment was a 110 inch by four inch part, 100 pounds, and we were shipping it LTL. When it got to the customer three or four weeks later, they said, ‘We’ll need to charge you more because it was extra wide.’ We argued about it for three or four days. That’s the straw that broke my back. When somebody doesn’t want to cooperate, doesn’t want to justify why it happened or advise on how to prevent it from happening again, I won’t work with you.”

Mark called McClay’s the next day and discovered a company that valued partnership as much as he did.

Impact

Mitigating unwelcome billing surprises

When Mark requests a shipping quote, McClay’s delivers accurate rates from three established carriers. He also cross-quotes from time to time to ensure his logistics partner is remaining competitive.

“They’re still winning,” he says.

Mark also praised McClay’s for its approach to the billing side of the relationship. When the very rare discrepancy arises—just four times in the nearly three years of their partnership—McClay’s is always open to discussion.

“Most of the time we work with them,” says Mark, “and they work with us. ‘It’s 100 bucks. Can we split it?’ Sure. I’ve got no problem with that. I would never try to force any kind of hardship on them, and they’re always willing to work with us. It’s very, very comforting.”

Boosting customer satisfaction

McClay’s makes real-time freight tracking available through its easy-to-use customer portal, and it’s been a real game-changer for the manufacturer. Now, Mark isn’t waiting days for an update.

“I can click a button and watch the truck drive on a map,” he says. “It’s pretty cool.”

The tracking link also gets shared with Mark’s project management team, and they’re now able to deliver accurate ETAs to their customers.

“It’s a great advantage,” he says, “especially with our theater projects, where there’s an install crew waiting for the load to be delivered. That could be hundreds or thousands of dollars in extra labor if the shipment’s delayed.”

And if there is that rare hiccup? McClay’s addresses it fast.

“They’ve bent over backwards to get us where we need to be,” says Mark.

Eliminating the stress of complex loads

The manufacturer is a bit unusual; they don’t have dedicated routes and their truck requirements can range from LTL to flatbed conestogas—even hot shot shipments.

The company occasionally ships to government sites, as well, and these loads require special attention: Two forms of government-issued ID, proof of U.S. citizenship, and accurate delivery timeframes.

McClay’s manages it all seamlessly.