A focus on establishing and nurturing a strong network of agents around the world is helping the clients of International Liner Agencies (ILA) to weather the current economic storms. “We have worked hard at selecting the best agents overseas to work with,” says Gary Bedser, who heads up ILA operations in the Western Cape. “These agents come to South Africa annually to meet with our clients and this has helped smooth out any difficulties as both parties can now discuss the challenges they face as partners,” he says. ILA has also been concentrating on tracking systems and improving service levels. “In our industry, efficiency and enabling our clients to easily track their shipments is key,” he says. A customer services team has been established to work with both the sales and operations teams in order to raise the levels of service. “At all times our clients are kept in the loop as to the status of their cargo,” he says. Freight forwarders can pass the benefit of these efficiencies on to their clients. “People want to do business with companies that understand their needs. At ILA we go out of our way to learn how we can best serve our clients,” he says. Being a Non-Vessel Operating Common Carrier (NVOCC) gives ILA the flexibility to continually develop new routes and to adapt to the changing needs of the market. “Mauritius is our newest trade route, on which we offer both import and export services. Strengthening our services into Africa, the third-fastest growing economy, is another top priority. “We ensure that reliable agents and services are offered into both East and West African ports,” he says.
