RIM Logistics: Delivering in the Age of the Customer

Mike Powell, Vice President

Celebrating its 20th anniversary as a customer-centric service provider, RIM Logistics has undergone a major digital transformation. In a bid to transcend above the traditional manual paper-driven processes— adopted by the majority of logistics service providers—towards a more service-oriented workflow, the organization has replaced their ERP with a CRM platform at the center of its operations. The primary motive behind this was that RIM Logistics, a third-party logistics provider, has always been relationship-driven. “Our lifeblood is our relationship with our customers, employees, and partners. At a foundational level, we sell service and information,” explained Mike Powell, Vice President of Technology Solutions. A major asset of this metamorphosis is a virtual customer community that drives an individualized and collaborative experience to their customers and partners around the world.

Recognizing that an effortless experience is paramount, RIM Logistics has deployed an omnichannel approach to service— aggregating phone calls, emails, text messages and social network communication with its customers— making connecting with their customers frictionless. With this focused approach, RIM Logistics offers a portfolio of tailored logistics services including Air & Ocean Freight Forwarding, Warehouse, Distribution and final mile delivery, Customs and Regulatory Compliance Consultation, and Contract Management services.

RIM Logistics, an international and domestic freight forwarding company, has always been relationship-driven—adding more gravitas to its customer, employee, and vendor relations

Not only does RIM Logistics help their clients streamline their supply chain, and ensure that they comply with all the regulations associated with logistics operations, they go beyond the services that their competitors offer, and deliver relevant information in a digestible format. In that regard, as the industry progresses steadily to a commoditized world, Powell identifies the value of service and provision of more actionable data for business analysis as what sets RIM Logistics apart from the competition. RIM has begun leveraging the latest in Internet of Things (IoT) to harness information and tap into direct data feeds from their carriers and partners, manage exceptions, and help their customers be more proactive in managing their supply chain activities. According to Powell, the addition of artificial intelligence (AI) and machine learning will refine their data-driven services and leverage the vast amount of data now made available across the global operations.

“Consumer buying patterns are changing drastically and organizations including many retail stores, are struggling to adapt,” comments Powell. To help facilitate this shift, RIM Logistics couples visibility tools from purchase order inception, through its omnichannel distribution model, to the final consumer. RIM’s Community gives customers, partners, and employees the information they need, when they need it, at their fingertips.