Interview Methodology
15 employees from the freight forwarding department, who had an experience with a manual system and who were now using an automated system in AlMadina Logistics were interviewed. The interviews continued for 45 to 60 minutes and consisted of 16 questions listed below.
- Why the company is not using a register system now?
- What is your opinion of the current way of searching old documents?
- Have you ever encountered a challenge because of customer claim or customs requirements?
- Do you think it is a must for every company to register their documents in the system or book?
- Dose the current way of searching documents save time and less effort?
- Have you ever thought of applying a register system or book?
- Do you think applying a new register system will make process easier for both customer and employee?
- Who does the job of searching document in the claims?
- Do you think the person who will register the documents should be trained before?
- What do you think of customer service and satisfaction currently?
- Why is the company considering to start making use of a register system?
- Which of the issues are concerned with the lack of a register system?
- What are the benefits of the register system?
- What are the functions related to the registry system?
- What are the processes related to a register system?
- How these functions or processes are affected by the lack of a registry system,
Notes were taken at each interview, and attempts were made to ensure that direct quotes were not attributed to any particular interviewee in order to maintain the confidentiality. The function of the interview was to point out the perceptions and attitudes of the employees towards implementation of the freight dragon software. No interviewees declined to be interviewed.
Interview Findings
Introduction
All the interview respondents were able to identify several strengths associated with the dragon freight software in relation to the manual system. These factors include; increased employee motivation, enhanced customer relationships and improved data security. All these factors translated to improved employee performance, increased productivity, and they also gave AlMadina Logistics, a competitive edge relative to its competitors.
All interviewees said that the automated system improved the level of motivation owing to the certainty about the organization and increased levels of efficiency. Most sighted that locating information using the manual system was very laborious to the employees increasing their levels of stress. They outlined the challenges that this system posed in managing client account details and information. Their clients often complained due to delays in processing their claims.
Some said that the manual system did not clearly distinguish individual responsibilities of each employee leading to duplication of assignments. The new system however emphasized the leads for every salesperson in the company. They agreed that clearly defining their roles enabled them to own the work leading to increased accountability and efficiency. One gave an account of how she can produce timely and actual reports while using the new system. This she says, enables the organization to make viable decisions that are critical for the realization of laid down goals and objectives.
Customer Relationship Building
There was a general agreement that freight dragon increased the ability of the AlMadina Logistics company to interact and relate with its key customers. One sales personnel was particularly pleased with the quote management system that allows efficient preparation and sending of quotes for a range of services to prospective clients. He also mentioned the fact that it allowed him to prepare customized e-mails to particular clients.
Another employee said the most outstanding feature was the cloud-based resource of the software that improved her ability to get feedback and concerns from her clients. This interaction allowed her to address any questions, concerns and clarifications immediately they arose. As a result, the communication breakdown that had been experienced with the manual system was solved.
Several were pleased with the ability of the software to integrate key accounting records such as purchase and sales ledger as well as its ability to update the client data in real time. Others described the ease with which they could now cross check accounting documents, a process that was gruesome with the manual system. For most, it was the ability to detect errors and omissions in a timely manner to reduce the risk of affecting the company business that was remarkable.
There was a consensus that Freight dragon enabled the employees to prepare tailor made solutions for their clients. They said that the software enabled them to produce accurate customer accounts, accounting documents such as invoices and customer statements.
Several repeated the fact that the Order management system functionality of the software enhanced customer relationship management. It enabled them to transform quotes sent to customers into orders in a very short period. They said that this feature greatly minimized the time that was previously spent between the time a client requested for an order to the time that it was delivered. They have all registered higher order fulfillment rates that have lead to increasing in company revenue.
There was a consensus that increased level of engagement with the customer enabled the company to maintain its customer segments by allowing production of accurate and timely information. Several agreed that their clients had expressed higher satisfaction levels as compared to the data collected while using the manual system.
Data Security
All employees agreed that manual recording of data in the company books using the old manual system was prone to human errors, manipulation and inconsistency. This risk compromised its reliability while exposing the company to potential losses. Several cited cases where they had experienced over or understatement of accounting records. These errors had exposed the company to the risk of over or underpaying its clients.
It was unanimous that the e-sign functionality of the software was an important feature as far as securing data. The feature limits access to the data unlike in the manual system where everybody could access the information. The employees expressed their concern in that the data could have leaked easily to their competitors.
Several employees also expressed their concerns concerning the ability to manipulate reports on company profitability and sales analysis while using the manual system. They said that the data would lead to misleading reports that the company used to formulate its strategy and action plans. There was a consensus, therefore, that the implementation of freight dragon would be key in revamping the business and place it in a competitive position against its major competition.
Company Performance
All employees agreed that client dissatisfaction experienced with the manual system due to delays in extraction of information would ultimately lead to loss of market share. The company would lose its ability to maintain its clients due to competition from more efficient freight forwarding companies. However with the automated system, the level of customer satisfaction is improved, and there is a timely production of accounting reports. The company would, therefore, be in a position to maintain its current customer segments and place it at a strategic position to attract other customers. Consequently, higher levels of customer satisfaction would lead to customer loyalty in the long term.
While all the employees agreed that the automated system would be efficient and profitable to the organization, they also agreed that training of all the employees on how to use it was necessary. Some suggested that the company should arrange for a day in another company that had already installed the automated system. This practice would allow them to learn from the other employees concerning its benefits.
Table 1: Benefits of an automated system in relation to the manual system
