‘Personal banking’ comes to the logistics industry

Key account managers based on the concept of personal bankers have been appointed by Windhoek-based Blaauw’s Transport in order to raise its levels of service to customers whose freight it is carrying across Namibia, South Africa and Botswana. Run by Deon Blaauw and his three brothers Andre, Christo and Jaco, the company has retained its family-run values and culture, he says. “We are all still involved in the day-to-day operations, but they have grown too big for us to get involved in every aspect – which is the reason we have appointed key account managers whose job it is to keep clients up to date with what is happening with their freight,” he says. The idea occurred to him after seeing a personal banker in action, and he realised that he could offer the same level of service to his key clients using the same concept. “It is important for clients that they have a single number to call for all their enquiries – from the time of loading to their bill,” he says. Keeping the key accounts managers and the rest of the team in touch with the fleet are live tracking devices fitted to all longdistance vehicles. The devices also improve security. Founded in Walvis Bay in 1961, the company has grown into a large group, with the freight division operating more than 70 longdistance trucks. All long-distance drivers are also contactable by cellphone in both Namibia and South Africa. In addition to its focus on customer service and investment in technology, the company is growing because of another core value – that of honesty, says Blaauw. “We inherited a good name from our father who founded the company. This is important in the transport industry, which is regarded as high risk. “If one of our vehicles needs assistance, we get local support immediately – people know and trust the name. We strive very hard to maintain that,” he says. Blaauw’s Transport has depots in Walvis Bay, Windhoek, Upington, Johannesburg and Cape Town, with further support in Durban if needed, he says. Consolidation services are provided at the depots. There are workshops in Walvis Bay, Windhoek, Oshakati and Upington to support the longdistance trucks which serve the whole of Namibia, South Africa and Botswana. The Walvis Bay workshops also support the earth-moving and bulk transport business which was started by their father.