When customer needs drive business, everyone wins
Decisions at ArcBest are based on the needs of our customers — helping us be a trusted partner for every logistics decision. We call this approach "customer obsession," and it ensures that everything from hiring and training to our solutions and technology is designed to make it easier for our customers to do business.
But what does that look like in practice? Keep reading to learn how we transform customer needs into efficient solutions that power the global supply chain.
Customer obsession starts with our people
When it comes to providing the best service possible, having the right team members is key. During the hiring process, we look for candidates who want to create value for our customers. That way, whether you’re calling a local service center to schedule delivery or emailing your account manager, every person you work with is driven to help.
We reinforce natural curiosity and helpfulness through training programs that focus on identifying needs and creating proactive solutions. Then, through customer feedback and performance reviews, we ensure everyone follows set standards.
Addressing your needs in our processes and solutions
In the fast-paced world of logistics, we want to ensure that every aspect of our service adds value to your business. Your feedback is our compass. Through channels like our Customer Experience Team, Voice of the Customer Program and our Customer Advisory Board, we listen attentively to you to understand how our processes, services and technology impact your business. Then, we adjust to better align with your expectations.
Your valuable feedback has sparked several recent changes:
Simplified invoicing: By streamlining our LTL invoicing process and leveraging automation, you get faster processing times, reduced errors, increased visibility and more efficient reporting.
Speedier claims resolution: We’ve updated the claims process, ensuring that most claims are resolved in under five days — 24 times faster than the industry standard.
Innovating to solve your future challenges
Technology becomes customer-obsessed when we use it to anticipate future obstacles. For example, we heard from customers that loading and unloading trailers piece by piece impacted their supply chains. To provide better service on our end, we needed a solution to help on your end. So, we created the Vaux™ freight movement system — a suite of hardware and software that transforms how freight is loaded, unloaded and transferred. Vaux allows for faster unloading, less handling and damage, improved shipment accessibility, clear visibility and increased productivity in your warehouse.
We also want to empower your logistics journey. From API and EDI integrations to digital tools and real-time updates, we want to make your experience working with ArcBest seamless. Continuously investing in and exploring cutting-edge solutions helps us anticipate your evolving needs and create solutions to help.
Creating value with our customer-centric strategy
For the last 100 years, we’ve combined integrated solutions with innovative technology to meet our customers' needs in their desired channels. Throughout the next century, we aim to continue to grow together — finding innovative ways to solve the logistics challenges of today and tomorrow.