Streamlined technology underpins operations at global shipping solutions platform InXpress, which is why its focus on innovation and growth is driving the franchise network to new heights.
InXpress helps small and medium sized businesses ship their goods, whether that’s a parcel, pallet, crate, or full truck load.
Michelle Price, chief commercial officer at InXpress APAC, explains the team’s passion for business growth.
“Our technology has to have value, and help franchisees and customers grow. We have to improve customer experience, boost productivity, and ensure we have profitable franchisees.
“So we constantly review what we do. Our future is about simplifying complex logistics processes, from quoting to booking, delivery and invoicing,” Michelle explains.
The demands of the logistics industry are driving the technology: automation, built-in self-service tools, complete customer visibility enabling franchisees to view shipments that customers can track.
“Customers want faster quoting, carrier options and real time tracking, so [2] we need to integrate new carriers effectively and in a timely manner. The process reduces manual work for both franchisees and customers,” Michelle says.
Multiple carriers provide choice for InXpress customers
She compares customer expectations to the service provided by travel aggregators like Webjet. A broad selection of carriers is a key enabler for franchise owners to get customers on the platform to book shipments.
“The small to medium and enterprise customers who make up InXpress want a multitude of carriers, to be able to filter according to transit time or price – who is the fastest, who has the best price?”
InXpress offers a standard of technology with multiple carrier options that not all of the large corporate logistics firms can provide.
“We give them all the bells and whistles: real time tracking, instant quotes, complete transparency at all times, everything on their mobile, and ecommerce integrations,” Michelle says.
InXpress is currently debuting its next-generation Webship platform in Australia ahead of a global network launch. Built to seamlessly adopt advancing AI, the platform introduces predictive shipping insights, smarter automation, and more intelligent decision-making for customers. The platform is currently being rolled out across the country.
Strong digital tools are a key selling point
Another project, still being trialled, is focused on efficient communications between franchisees and customers, with automation that streamlines prospecting and reduces the risk of churn.
“We always look at how AI reduces admin time; we make sure franchisees are freed up to engage in strategic face-to-face conversations with customers. That human relationship really matters,” Michelle says.
“Strong digital tools are a key selling point – coupled with personal service,” Michelle says.
“We are bringing more customised solutions for particular customers. This empowers the franchisees with better data, insights, efficiencies and they can break into a new market that generates huge margins,” Michelle says.
Over the last 12 months the business introduced a tiered pricing project that provides customer-specific pricing for corporate or enterprise customers, directly integrated into their operating system.
Sustainable initiatives are another growth factor, in what is an emissions-heavy industry.
“Customers are looking for emissions reductions, like DHL’s Go Green, and want to partner with carriers leading in this area,” Michelle says.
Accurate data enhances decision-making
At the back end of the business, InXpress is working to enhance franchisees’ data-driven decision-making.
“Franchisees will be able to judge the cost to serve – whether or not investing in a particular customer will deliver a good return on investment,” Michelle says.
Reporting dashboards already give franchisees visibility over KPIs and customer trends. Sales forecasting and full operational analytics are being built in.
“We use the data and analytics to do monthly business reviews with franchise owners. This means we can guide them in areas of their business where they might face challenges, and where there are opportunities for growth.
“The goal is for both franchise owners and the franchisor to take data into actionable insights to quickly gain competitive advantages,” Michelle says.
InXpress is gaining more accurate data by improving API integration – synchronising data across systems. It plans to benchmark performance across the network so franchisees can compare like for like.
Growth depends on improving key areas such as ecommerce shipping. Yet, as Michelle points out, international trade has become more complex, both in terms of carriers and compliance.
“With global unrest, you have to pivot, because your carrier might be stuck,” Michelle says. Our advantage is access to multiple carriers so we can transfer our customers shipping to different carriers if we need to.
Challenges, growth and success
“What’s really challenging is the ever-changing tariff landscape. Australia is import-dominant, so we are reliant on shipments. The good news is that means the shipping will continue – the price impact is unfortunately on the end consumer,” she says.
The choice of carriers and flexibility to pivot as required gives InXpress franchisees a strong advantage over competitors.
Right now franchisees enjoy an impressive retention rate of more than 75 per cent, which is helped by a simplified and enhanced customer experience.
The addition of 16 carriers to the InXpress network (offering greater flexibility and specific solutions) and its one-stop-shop experience, have contributed to the brand’s success.