Company Reports - ClearFreight
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ClearFreight
Freight forwarding experts in Europe and beyond
Written by Ellie Duncan & Produced by Ollie Moy
ClearFreight has conquered both the U.S. and European freight forwarding markets and now has a presence in Japan, where it is making its mark. That is no mean feat for a company that started out in San Francisco in the early 1970s. By striving for excellence, it was able to open another office in Los Angeles in 1975. That eventually became the location for its headquarters and remains so. Now it has nine offices in America and made its first foray into Europe in 1999. Asger Jensen is Managing Director of the company’s operations in Holland, where it has two sites.
From its European locations, ClearFreight serves customers in Scandinavia, Germany and Belgium. And the emphasis is definitely on service. Jensen believes it’s the service and daily contact with its clients that has helped the company to become a success story.
“We are not a big company but neither are we a small company,” he says. “A lot of frustrations with bigger forwarders is that customers who phone are transferred five or six times and the company still doesn’t know why they’re calling.”
Jensen certainly has the industry experience to recognise a high level of service when he sees it. Its 200-strong workforce has to take some of the credit though. Jensen explains that employees are mainly trained in-house. He is keen for the company to support those workers who wish to educate themselves outside of work hours. “If they want to brush up then we will happily pay for it and that’s a benefit for the company too.”
Exceptional service
The transportation sector took a hit during the economic downturn, with volumes declining in 2008 and into last year. Jensen explains that with prices so low, freight forwarders struggled to make a profit.
“For a long time, it was a case of providing a service to customers and hoping for better times,” he admits. Rates in Europe were particularly hard hit but there are now indications that the industry is picking up again.
Increasing rates have had further repercussions though and Jensen says that ClearFreight is having to rely on short-term agreements with carriers and customers at the moment.
What has seen the company through the tough times? “Those times when it’s difficult, it comes down to the service because you want to offer good service at all times and that’s key to our success.
“You need the rates too,” he adds, “because even if you have exceptional service, if your rates are too high people are not going to book with you, especially here in Europe where there are so many freight forwarders.”
ClearFreight is now working on forming a stronger alliance with its office in Japan by exporting container chassis to the country. “Here in Europe the container chassis has been developed a lot the last 20 years. We currently have multi functional container chassis, which can carry all current container sizes. In Japan they still have the old fashioned 20’ & 40’container chassis, so with this new technology it’s a huge step forward for them.”
He continues: “We have shipped two chassis this year. If everything goes as planned, eventually we want to sell these chassis on the Japanese market to other freight forwarders.”
ClearFreight’s Holland operations are also trying to find a track and trace system that meets their needs. He says it is something that customers are increasingly asking for but acknowledges that tracking ocean shipments is somewhat difficult. “Most carriers have their own system and they are not linked up. In a lot of countries though, the carriers are on the same portals which means eventually they will all be linked up, making it easier for our customers to track and trace shipments.” The technology is available, it’s simply a case of utilising it.
Hopefully, with the worst of the recession behind it, ClearFreight can focus on the future and it’s an outlook that Jensen believes is extremely positive. As well as looking for new customers, the company must maintain its existing client base, naturally.
When asked what has been behind the organisation’s success in Europe, Jensen is adamant: “A lot of hard work and always being there for customers. Our phones are always open. If anybody calls at the weekend or in the evening, we are able to help them out. That’s been our key to success I think.”
From its European locations, ClearFreight serves customers in Scandinavia, Germany and Belgium. And the emphasis is definitely on service. Jensen believes it’s the service and daily contact with its clients that has helped the company to become a success story.
“We are not a big company but neither are we a small company,” he says. “A lot of frustrations with bigger forwarders is that customers who phone are transferred five or six times and the company still doesn’t know why they’re calling.”
Jensen certainly has the industry experience to recognise a high level of service when he sees it. Its 200-strong workforce has to take some of the credit though. Jensen explains that employees are mainly trained in-house. He is keen for the company to support those workers who wish to educate themselves outside of work hours. “If they want to brush up then we will happily pay for it and that’s a benefit for the company too.”
Exceptional service
The transportation sector took a hit during the economic downturn, with volumes declining in 2008 and into last year. Jensen explains that with prices so low, freight forwarders struggled to make a profit.
“For a long time, it was a case of providing a service to customers and hoping for better times,” he admits. Rates in Europe were particularly hard hit but there are now indications that the industry is picking up again.
Increasing rates have had further repercussions though and Jensen says that ClearFreight is having to rely on short-term agreements with carriers and customers at the moment.
What has seen the company through the tough times? “Those times when it’s difficult, it comes down to the service because you want to offer good service at all times and that’s key to our success.
“You need the rates too,” he adds, “because even if you have exceptional service, if your rates are too high people are not going to book with you, especially here in Europe where there are so many freight forwarders.”
ClearFreight is now working on forming a stronger alliance with its office in Japan by exporting container chassis to the country. “Here in Europe the container chassis has been developed a lot the last 20 years. We currently have multi functional container chassis, which can carry all current container sizes. In Japan they still have the old fashioned 20’ & 40’container chassis, so with this new technology it’s a huge step forward for them.”
He continues: “We have shipped two chassis this year. If everything goes as planned, eventually we want to sell these chassis on the Japanese market to other freight forwarders.”
ClearFreight’s Holland operations are also trying to find a track and trace system that meets their needs. He says it is something that customers are increasingly asking for but acknowledges that tracking ocean shipments is somewhat difficult. “Most carriers have their own system and they are not linked up. In a lot of countries though, the carriers are on the same portals which means eventually they will all be linked up, making it easier for our customers to track and trace shipments.” The technology is available, it’s simply a case of utilising it.
Hopefully, with the worst of the recession behind it, ClearFreight can focus on the future and it’s an outlook that Jensen believes is extremely positive. As well as looking for new customers, the company must maintain its existing client base, naturally.
When asked what has been behind the organisation’s success in Europe, Jensen is adamant: “A lot of hard work and always being there for customers. Our phones are always open. If anybody calls at the weekend or in the evening, we are able to help them out. That’s been our key to success I think.”
