Pall-Ex, the industry leading pallet network, once again raises the bar when it comes to added value for its Member hauliers. Continued delivery of its trail blazing IT strategy now sees their latest innovative release, a web based claims reporting and handling system developed in conjunction with Collyers a major supplier of claims services to the freight industry.
Director of IT for Pall-Ex, Sean Sherwin-Smith provides some insight into how processing claims online can add value: "No carrier likes to admit that product can get damaged in their network, but we have to be realists and accept there will, however infrequently, be accidents with a customer’s product.
Even though Pall-Ex takes every step to ensure minimal overall damage (claimed and unclaimed) we recognise the intensive paper chase that our Members have to perform to resolve a claim and the potential impact this has both on customer retention and cash flow."
Working closely together, Collyers and Pall-Ex have just launched a web portal that allows its Members to report, process and upload all data and documents relevant to a claim.
Sherwin-Smith continues: "a claim will always sour the relationship with a customer and this only becomes more bitter if the customer ends up waiting months to be compensated. By centralising the process over the web, information is gathered quickly and efficiently. This greatly reduces the processing time for both Collyers and our Members resulting in a far swifter resolution to the claim which we believe goes a long way to turning a negative into a positive".
Ian McLelland, Managing Director of Collyers commented; "This is a significant customer service benefit. It advances our objective of supplying fast and commercially sensitive expert claims services to the freight industry and we are delighted that Pall-Ex has supported this development."