Communication plays critical role

Ongoing delays and backlogs at sea and airports are driving shippers to turn to express and courier services, opting to send smaller shipments faster. According to Ashen Ramkissoon, sales manager at SA CARGO, there has been a clear shift towards shipments under 30kg, as many customers opt for courier services to ensure speed and reliability. “Customers are prioritising speed and certainty in their supply chains, and smaller, more frequent shipments via courier services offer a practical solution for delays of larger consignments of cargo,” he said. According to Ramkissoon, the growth of e-commerce has significantly boosted the sector and the logistics industry at large. “We are seeing a clear shift in customer behaviour. Frequent buyers are now leveraging their purchasing capacity to secure EXW (Ex Works) deals, giving them more control over their supply chain,” he said. The volumes reflect this shift. “It has been a gradual but steady increase within the courier and express segment. This growth is largely influenced by clients opting for end-to-end solutions for their smaller cargoes, seeking the convenience, speed and reliability that these integrated services provide.” He said at SA CARGO the company had significantly enhanced its courier service to meet the growing demand. “We have introduced real- time customer engagement channels through social media and WhatsApp platforms. This allows our clients to connect with us instantly and track their shipments continuously.” Ramkissoon stressed the critical role of communication in the sector, stating that leveraging online channels was essential to optimising customer interactions and enhancing the overall user experience. “The sector, while experiencing positive growth, does face some challenges. Persistent bottlenecks at airports and rising costs driven by risks such as theft and hijackings in outlying areas continue to be problematic,” he said. “These harsh realities push us to continuously refine our operations and strengthen security partnerships, so we can maintain the speed, safety and reliability our customers expect and trust.” Despite the challenges, he said expectations were high for ongoing growth in South Africa’s courier, express and parcel sector over the next 12 to 18 months. “The increase in demand from e-commerce, coupled with businesses seeking reliable and efficient delivery solutions for both small and large cargoes, will continue to drive this momentum.” LV