For forwarding company Novotrans, a customerfocused approach is key. “A successful team always integrates with the client, regardless of where in the world the cargo is being moved,” says Novotrans director Dirk Schöttler. “Rather than us being the team that works for the customer, the client is as much part of finding the best transport solution as we are – and so are our more than 300 global partners,” says Schöttler, “be it by air or sea, multimodal transport, door to door, abnormal pieces or air charter. “And it happens regardless of source or destination – from the major business centres to places as remote as Nepal.” Doing things differently is part and parcel of what Novotrans is all about. But one aspect that hasn’t changed with time is the need for customer interaction. While Schöttler acknowledges the importance of ongoing development in the areas of automation and computerisation, he sees customer service as an equally important part of the mix. “For my part I still like to be listened to and speak to real people rather than some call centre or an automated voice that tells me that my call is important.” Communication, says Schöttler, is critical. “It’s key for personal cooperation, service and interaction between the customer and the company. It is about being listened to.” A comment one of our employees came up with made me proud, Schöttler says: “Coming together is a beginning, keeping together is progress and working together is success.”
