"Auto trading": feedback from employees and customers about the transport company

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Thousands of the largest Russian companies became the subjects of a thematic survey by the Factor Research Center. In the central cities of Russia: Astrakhan, Volgograd, Yekaterinburg, Krasnodar, Moscow, Nizhny Novgorod, Novosibirsk, Rostov-on-Don, Samara, St. Petersburg, Saratov, Ufa, the rating of the most demanded forwarding companies was determined. Autotrading LLC was in the top three. Feedback from respondents indicates that 71% of Russian companies use their services.

All-Russian enterprise

This enterprise can indeed be qualified as an all-Russian enterprise, since it has provided with a network of its branches (and there are no less than 105) the entire territory of the country - from Vladivostok to Kaliningrad. The geography of cargo delivery from Autotrading today includes more than 3.5 thousand cities and villages in Russia. Is not it,impressive scale of such work? Therefore, reviews about this company are not uncommon on the Internet. Success is also achieved thanks to reasonable and competitive tariffs. That is why AutoTrading is a prominent player on the federal market of transport and logistics services.

Continuous improvement in customer service is a strategic focus of the company. Its daily activities, in addition to servicing applications from individuals, include the main component - constant contractual cooperation with small and medium-sized businesses. Thanks to such a pragmatic policy, we are seeing a systematic increase in the serviced market share of transport and logistics services by Autotrading.

Transport and logistics market

Strategic macro analysis of the Russian market shows its clear trend towards development and diversification. Moreover, the leading “locomotives” in raising the level of transport and forwarding services are federal-level enterprises, such as Avtotrading LLC. Feedback on their work indicates that they are adequately resourced and able to further improve productivity. Their logistics allows you to choose one optimal delivery option from a variety. At the same time, small transport companies are more limited in their options, and therefore sometimes forced to operate less efficiently, that is, with greater costs from their business activities.

Sane costs. Components of the freight market

Let's talk about the costs imposed by Avtotrading LLC at the macro level. Russia is traditionally referred to as a country with a high level of transport and logistics costs. In Russia's GDP, the share of logistics costs is 19%. For comparison, the same figure for China is 18%, for India and Brazil it ranges from 11-13%, in Germany, Italy, the USA, Japan - 8.3-9.4%.

If we talk about absolute figures, then according to the Russian market of transport and logistics services, its volume in the most successful year 2012, excluding pipelines, amounted to 2.03 trillion. rub. Currently, the leading market trend is to increase the share of warehouse services. In percentage terms, its structure is shown in the following table.

Components of the transport and logistics services market	Relative value, in %
Management logistics	0, 7
Distribution and warehousing	5, 8
Forwarding services	6, 2
Trucking	87, 3

As we can see from the table, the absolute leader is cargo transportation. But their absolute prevalence is an extensive way of developing the market of transport and logistics services. When tracking the range of services provided by Avtotrading LLC through Internet notes, the reviews of its customers showed a higher level compared to the average Russian level.forwarding and storage services. The best organization enables this company to offer the customer clear delivery times and good information support.

Indeed, Autotrading, which has been developing in the Russian market for over twenty years, is able to offer the client a choice of any method of cargo delivery, varying between the logistics capabilities of auto, air and rail transport. At the same time, the company demonstrates modern approaches to attracting a mass client by offering him a comprehensive logistics outsourcing.

Comprehensive outsourcing

Don't let this "abstruse" foreign word bother you, dear readers. It should be understood as a complex concept that reveals the essence of the activity of the enterprise under study. The transport company "Autotrading" is focused on developing in-house technologies of its customer service, thanks to which it is achieved:

- more dynamic nature of groupage cargo formation, achieved by increasing the customer base;

- increasing the level of professional work with general cargo, including heavy (more than 5 tons) and oversized;

- development of warehouse processing of consignments;

- providing clients with qualified assistance in customs clearance of cargo transportation;

- help clients to certify conformity;

- provision of client services when applying for insurance using proprietary developments in cooperation with leading Russianinsurance companies;

- provision of other services accompanying cargo transportation;

- the possibility of receiving cargo in the interests of the customer without his presence;

- tracking the stages of cargo arrival and informing the client about its arrival.

Additional convenience for customers is promised by the company's branded offers: delivery of goods to the door, provision of a loader for the customer to install heavy and oversized general cargo.

Customer service through online tracker on the Internet

Transport company "Autotrading" provides customers with quality services at economy class rates. To reach the maximum client audience, an online service is involved. Each client can estimate in advance how much it will cost to deliver the goods using the online tracker implemented on the company's corporate website.

Another purpose of this program is to help the customer monitor where the cargo is, carry out paperwork, and order delivery upon arrival.

Practically, working with this service for a client looks like logging in to the Autotrading corporate website with your own password, identifying the cargo using the number of your “own” waybill, as well as the name of the settlement and the date of dispatch. Here, on the site, the company's customer is provided with the necessary consultations and reference information.

Customer reviews: positive and negative

Let's try to analyze in detail the Internet as an environment where customers post reviews about Autotrading. St. Petersburg,for example, it is serviced by seven branches of the enterprise we are studying. From there, we will begin to study the level of customer service. The high percentage of positive feedback is striking, indicating a clear internal regulation of work. Transport branches of Northern Palmyra are quite efficient in customer service. Forwarders have good professional knowledge and communication skills. As a result, the customer receives accurate and specific information about the handling of his cargo.

There is a stable group of St. Petersburg entrepreneurs cooperating with this company. These are real practices. Their reviews are initially informative and friendly. The initial premise for their reasoning is to state the fact that there is no ideal transport company on the Russian logistics market.

Understand correctly, for entrepreneurs who expressed such an opinion, it is not a reason for solid conclusions. On the contrary, it is the starting point for a sensible choice of a transport company for long-term cooperation. Reviews analyzed by us testify that many entrepreneurs from St. Petersburg note the competitive dominance of the company studied by us, Avtotrading LLC, according to the “price / quality” criterion. They also note the qualifications of the firm's freight forwarders, who offer meaningful shipping patterns.

Analysis of critical feedback from customers and employees

The above flattering characteristics demonstrate the trust and business relationship that binds permanentclients and Auto Trading. Feedback from employees (Moscow) at the same time indicates that there are delays in the payment of wages to them.

By the way, for some reason, the work of Moscow branches causes the most feedback and complaints on the Internet from customers. Even tolerant entrepreneurs note a slowdown in cargo flows served by the company's metropolitan divisions. The same entrepreneurs, as a starting point in improving the situation, recommend that the leaders of Auto Trading increase the motivation of the staff.

Motivation, qualification - is it in demand?

The motivational factor should not be discounted. Is it because of him that some branches are praised by customers, while others are not?

Customer reviews will inevitably become more loyal with productive, motivated work of employees. However, the qualification factor of forwarders is no less important. The quality of forwarding services is directly related to:

- route optimization;

- supplying transport for loading exactly when this operation will be prepared;

- synchronization with the technical processes of registration of shipping, customs, coordination documents;

- control of transportation by tracking "checkpoints".

Are all negative reviews constructive?

There are statistics according to which more than 99% of customers are "simply served" by Autotrading. They are completely satisfied with the "rules of the game". They are satisfiedservice, believing that "this is how it should be." Therefore, you will not find their reviews on the Internet. It is thanks to them, as we mentioned earlier, that the company has developed to the all-Russian level. However, there are other clients, which are less than 1%, formally related to the contract with the company, who do not understand the basic conditions for servicing their orders. Their online reviews are easy to recognize: a lot of emotions, few links to contract clauses.

Of course, while working on the article, we also encountered negative feedback. But we tried to take them into account with a certain level of objectivity. It is impossible, for example, to formulate a conclusion in the opinion of a “one-time client”, who initially ignores the advice of forwarders. Having made the aforementioned “filtering” and comparing economic indicators, we were convinced that TC “Autotrading” demonstrates a really effective market strategy.

Drivers

Reliable and efficient transport component is a matter of special concern for Autotrading. Feedback from drivers shows that for the sustainable and high-quality work of the branch, it is important not only to hire the right number of drivers, but to have a “backbone”, that is, specialists who have been working for more than a year. And for this we need feedback, mutual respect between the administration and employees. It was the grateful reviews of the drivers of "Autotrading" that we met on the Internet. The experience of such intra-company cooperation, found by talented middle managers, deserves to be disseminated throughout the company system.

What do the drivers themselves say about it? Problems andwishes should be promptly identified, analyzed and, to the extent necessary, agreed upon and implemented. The management should control the issues of material and technical supply of drivers, providing them with free telephones, and a sufficient level of salary. This is how the formation of the aforementioned “backbone” takes place, capable of “turning a shoulder” in the performance of the most important tasks.

Wages, social guarantees

A sign of the economic strategy of this company is the constant expansion in the Russian market of transport services, that is, the growing network of Autotrading branches. Feedback about the employer testifies to the initial orientation of hired personnel managers to high-intensity, highly specialized work. In addition, the company guarantees a social package and official employment.

If we make a comparative analysis of different sectors of the economy, the level of wages for transport workers is average here. Of course, directors of branches receive more due to bonuses and compensations. Managers, on the other hand, moderately encourage stable and productive work in Auto Trading. Employee feedback testifies to this.

Real wages

Reviews of the employees themselves testify to the initially truthful declaration of the salary level by the company. Let's imagine the information we received from specialized job advertisement sites. The manager for cooperation with corporate clients receives 35 thousand rubles in his hands; claims specialist – 30–35thousand roubles.; driver of categories "B" and "C" (specialization "dump truck" - from 45 thousand rubles; personal driver - from 50 thousand rubles; forwarding agent-driver - from 60 thousand rubles); storekeeper - 35–40 thousand rubles; loader - 30-35 thousand rubles; packer, carpenter - 33 thousand rubles; customer service manager - 35 thousand rubles. (taken from an open source).

Is conservatism always good? In many respects, the traditional system of remuneration for the Russian market is demonstrated by TC Avtotrading. Feedback from employees suggests that with the improvement of their qualifications, a further alternative to intra-company professional growth is rather small. Either a talented employee can become a branch director (and there are quite a few such vacancies), or he will have to look for a more "bread" job in another company. Although from the standpoint of macroeconomics, such a personnel policy, which implies a real corporate concept and strategy, is certainly a positive development in the Russian labor market.

Conclusion

What can you wish the managers of the company for the future? Further growth and prosperity. As recommendations for the future, I would like to advise the transition from the criteria of extensive growth to greater stimulation of the work of the lower level. Perhaps more attention should also be paid to staff training.