Shippers returning to fully integrated trucking company
The rush by shippers away from trucking heavyweight YRC Worldwide in response to the company’s fragile financial and operating position – both real and perceived – has shifted into reverse, according to Michael Smid.
Smid, president of the company’s long-haul division YRC, said that after a bumpy two weeks of integrating Yellow Transportation and Roadway the carrier is ready to take back business lost to competitors over the last six months.
“I’m sure shippers at any given time may have moved portions of their freight to other carriers,” Smid said. “But we have seen a substantial portion of that return, and as we pass through this third week (of the integration), we expect to get back more.”
During the first few days of the cut-over to a single operation at the beginning of March, Smid said, the company was answering more than 50,000 calls per day from concerned customers as customer service and dock workers got used to the new computer system. Average wait time for customer service calls is now down to less than 40 seconds, and pick up and rate quote calls are down to less than 10.
In addition, special guaranteed shipments are now running at a 98 to 99 percent on-time performance level, with standard service at 95 percent, Smid said. “These performances indicate we are ready and able to handle any and all time-based requests.”