Chairman’s Message

Standing majestically at almost 30,000 feet above sea level, Mount Everest is the world’s highest mountain peak. Mountain climbers train for several years to conquer Everest by honing their physical fitness and mental toughness. Yet, very few make it to the top. Since Edmund Hillary and Tenzing Norgay scaled the peak to reach the summit in 1953, only about 5,000 people have reached the top.

As We Near the Summit

The difficulties of the ascent become more intense as one approaches the summit. The path from the last camp to the peak is called the “death zone.” The combination of thin air and harsh weather conditions gives rise to disorientation, hallucinations, and several other health-related obstacles. However, for the fortunate few who persevere, an extraordinary moment awaits when there are no further steps to climb.

As CSS approaches the upper echelons of our industry, the ascent has become increasingly demanding. We must hone essential leadership skills like strategic thinking, relationship building, risk-taking, authenticity, humility, objectivity, resilience, stamina, and decisiveness. These skill sets can guide CSS to face the challenges on our path toward excellence.

From The Dance Floor to Being on the Balcony
I recently read a McKinsey report about a study conducted by Harvard Kennedy School professors Ronald Heifetz and Marty Linsky about a novel concept called “shifting from the dance floor to the balcony.” This analogy paints the difference between executing daily tasks, calling it “being on the dance floor”, to stepping back to gain a broader perspective, calling it “being on the balcony”. The professors explain that the most influential leaders can seamlessly do both.

Keep sight of your responsibilities on the dance floor as you continue to excel in your day-to-day role. Mary Barra, the CEO of GM, who climbed the ranks to lead the company, shares valuable advice, “Approach your current role as if you’ll be doing it for the rest of your career. This mindset encourages investment, improvement, and the pursuit of greater efficiencies.”

As for looking from the balcony, there are three viewpoints you should embrace:
•Look at the future of our industry.
•Look at the whole organization from a broader perspective. Go beyond your immediate role and responsibilities and try to understand every aspect of your company.
•Look at the stakeholder landscape and be knowledgeable on environmental and societal issues.

Rekindling the Humane Spirit

Amid the ongoing conflict in West Asia, losing innocent lives on both sides is a tragic reality that weighs heavily on our hearts. It’s a truth we must never forget, hatred begets hatred, and violence begets violence. The atmosphere of hate and the call for war are exacting a heavy toll on innocent children whose lives are being marred by violence. It is the younger generation whose psyche we must reshape so that peace may finally prevail.

Let us come to a collective understanding and embrace the value of “agreeing to disagree”. Let us be tolerant toward one another and raise a generation that respects the belief systems of others.
In the words of Nelson Mandela, “No one is born hating another person because of the colour of their skin, their background, or their religion. People must learn to hate, and if they can learn to hate, they can be taught to love, for love is the essence of our humanity.”

Let us remember the power of empathy, understanding, and our capacity for positive change. Tenacious mountain climbers face daunting obstacles and treacherous conditions to reach the peak. We can also overcome adversity and work to build a world where humanity, compassion, and love triumph over hatred and violence.
The journey may be arduous, but we can rise to greater heights and achieve the impossible with perseverance and a commitment to a better world.

Let us pursue excellence with a heart full of hope and a vision of a brighter future in the year ahead

A SUCCESS STORY OF HANDLING A HIGH-VALUE SHIPMENT BY THE INDIA PROJECTS TEAM

In the world of logistics and shipping, every successful project is a demonstration of precision, planning, and perseverance. The India Projects Team is proud to announce another remarkable achievement in their journey, where they triumphed over challenges to ensure a timely shipment to the Commonwealth of Independent States (CIS). This high-value project demanded extraordinary efforts and attention to detail, and the team rose to the occasion with determination and unwavering commitment.

Handling a high-value shipment is always a challenging task, but when it requires a time-sensitive delivery to a location as distant as the CIS, the stakes are even higher. The India Projects Team was entrusted with a critical Exworks and Forwarding to Med operation for this project, and their journey began on September 15th, 2023, when the cargo was handed over to them on the East Coast of India.

One of the initial hurdles faced by the team was dealing with inventory shortages with other carriers. This could have potentially derailed the entire operation, but the India Projects Team’s proactive approach and strong network allowed them to secure the necessary resources and move forward with confidence.

The India Projects Team acknowledges the invaluable assistance provided by the shipping line throughout this challenging process. Their collaboration and support significantly streamlined the entire operation, making it possible to overcome the obstacles and continue moving forward.

A noteworthy aspect of this project was the optimal utilization of resources. Despite the cargo being over height and over width with a total weight of 27 Tons, the team efficiently packed it into a 20’FR container, avoiding the need for a larger 40’FR container. This saved space and minimized additional costs, demonstrating the team’s commitment to cost-effective solutions.

The ultimate measure of success in any project is client satisfaction. The India Projects Team is pleased to have met the client’s expectations for timely delivery. Their dedication to ensuring that the cargo reached its destination on time has not gone unnoticed, and they expressed their gratitude to the client for placing their trust in them.

The India Projects Team’s triumph in handling this high- value shipment bound for CIS is a testament to their professionalism, expertise, and unwavering commitment to excellence. In the face of challenges, they persevered, ensuring that the cargo would soon find its destination. Consolidated Shipping Group (CSS Group) reaffirms its commitment to partnering with clients for all their challenging shipments, building on this success to continue delivering exceptional results in the world of logistics and shipping.

CSS IRAQ OFFERS COMPREHENSIVE TRANSPORTATION SOLUTIONS TO IRAQ

In today’s dynamic and fast-paced business landscape, the rapid and efficient transportation of your cargo is not merely an advantage but a necessity. The efficient and timely delivery of goods is the basis upon which success is built. CSS Iraq understands this and plays a pivotal role in offering swift and dependable transportation services to Iraq.

 

In today’s dynamic and fast-paced business landscape, the rapid and efficient transportation of your cargo is not merely an advantage but a necessity. The efficient and timely delivery of goods is the basis upon which success is built. CSS Iraq understands this and plays a pivotal role in offering swift and dependable transportation services to Iraq.

In today’s dynamic and fast-paced business landscape, the rapid and efficient transportation of your cargo is not merely an advantage but a necessity. The efficient and timely delivery of goods is the basis upon which success is built. CSS Iraq understands this and plays a pivotal role in offering swift and dependable transportation services to Iraq.

  1. Project Logistics: The meticulous management of complex logistics for projects is managed, ensuring a seamless execution from start to completion.
  2. Sea and Air Freight Services: An extensive network is leveraged, along with efficient handling procedures to provide timely and cost-effective shipping options via sea or air.
  3. Customs Clearance at All Entry Points: Navigating the intricacies of customs procedures in both southern and northern Iraq is CSS Iraq’s expertise. This ensures a smooth and hassle-free entry for your goods.

CSS Iraq has become a trusted partner for all transportation needs to Iraq by providing unparalleled logistics solutions. CSS Iraq upholds the highest standards of quality and is poised to make the logistics operations to Iraq seamless and efficient. Backed by extensively trained personnel and state-of-the-art equipment CSS Iraq ensures that products are safeguarded throughout their journey. CSS Iraq has emerged as a comprehensive transportation solutions provider, offering reliability, efficiency, and quality that enterprises can depend on.

TWIN SISTERS SHAPE THE FUTURE OF CSS GROUP

Leadership is crucial in a world where industries continuously evolve and adapt to meet the demands of an ever-changing market. For the CSS Group, the future is looking exceptionally bright as it ventures into new horizons under the dynamic leadership of Chandra Kala and Sasi Kala, twin sisters who are visionaries and driven to achieve excellence. The sisters have a remarkable track record of 28 years.

The CSS Group, a renowned name in shipping and logistics, has always been synonymous with innovation, quality, and customer satisfaction. As Chandra Kala and Sasi Kala step into their roles as leaders of the group, they carry with them a shared vision and an unwavering commitment to maintaining and elevating the company’s already sterling reputation.

The journey of Chandra Kala and Sasi Kala within the CSS Group is a testament to their dedication and drive to shape a future that redefines industry standards. Their vision extends beyond the horizon, aiming to exceed customer expectations and establish new benchmarks in the field of logistics and shipping.

These twin sisters are setting out to lead the CSS Group into a thrilling new era of success and growth. Their story is not just about an unbreakable sibling bond, but about a shared vision, unyielding determination, and an unwavering focus on core values.

A Shared Vision

At the heart of Chandra kala and Sasi Kala’s leadership is a  shared vision that extends beyond immediate goals. They aim to take the CSS Group to new heights while preserving its core values and principles. The sisters are aligned in their commitment to innovation, customer-centricity, and fostering a culture of excellence within the organization. Their shared vision entails transforming the CSS Group into a trailblazer in its industry. Together, they aspire to lead the company toward a successful future. Their corporate vision and mission act as the foundational principles of their strategic plan, providing clear direction for the organization’s path. Their focus extends beyond mere profitability, as they are dedicated to creating a beneficial influence on both the industry and the communities within which they are active.

Unyielding Determination

One of the defining characteristics of Chandra Kala and Sasi Kala is their unyielding determination. They possess an indomitable spirit and the drive to overcome challenges. This determination is rooted in their shared belief that there is no shortcut to success and that every endeavour requires dedication, hard work, and perseverance. Their journey to leadership was marked by countless challenges, but they have never wavered. This determination has propelled them to the forefront of the CSS Group, and they continue to inspire the CSS team to reach for greatness.

Unwavering Focus on Core Values

Chandra Kala and Sasi Kala understand the significance of staying true to core values. They are committed to upholding the principles that have been the cornerstone of the CSS Group’s success. Integrity, honesty, and a strong work ethic are values that they hold dear. These core values provide a guiding light, ensuring that the CSS Group’s growth is undeterred in the years to come. The sisters are unwavering in their commitment to these values, and they ensure that every decision they make aligns with the principles that have defined the company for years. Moreover, they recognize the significance of teamwork, appreciating the unique contributions of each team member and cultivating a collaborative atmosphere within the organization.”

Leading CSS Group into a New Era

As Chandra Kala and Sasi Kala assume leadership roles within the CSS Group, they are embarking on a mission to bring about a transformative era for the company. This new era is marked by innovation, customer satisfaction, and an unwavering commitment to excellence. Under their leadership, the CSS Group is poised to achieve unprecedented success. The sisters are visionaries and change-makers. Their journey together, is a testament to what shared vision, determination, and adherence to core values can achieve. To navigate the evolving business environment with excellence, they are dedicated to adopting cutting-edge technologies and the most effective industry standards. Their goal is to position the CSS Group as a pioneering force in the integrated logistics sector.

The CSS Group, with Chandra Kala and Sasi Kala at the helm, is destined for greatness. Their unwavering commitment to excellence ensures that the company will continue to be a name synonymous with innovation, quality, and customer satisfaction. As they steer the CSS Group into the future, there’s no doubt that they will exceed customer expectations and set new industry benchmarks, leaving a lasting legacy of leadership and success.

WHY EFFICIENT ECOMMERCE FULFILLMENT IS A NECESSITY FOR YOUR ONLINE BUSINESS?

We now know that the pandemic-driven online retail boom is here to stay. However, the demands of online shoppers keep evolving. Staying ahead of the competition requires more than just a user-friendly website and a fantastic product range. As an ecommerce business owner, you know that seamless and efficient ecommerce fulfillment is the secret of a successful online venture. What’s more, it in crucial to take care of every step in the fulfillment process. It starts from the time a customer places an order on your website till it reaches the customer’s doorstep. Furthermore, a well-organized fulfillment process directly impacts customer satisfaction leading to repeat orders, and finally enhancing your brand’s reputation in the market.

Firstly, we analyze the importance of efficient ecommerce fulfillment. We then will demonstrate how partnering with a top-notch fulfillment providers can help in ramping up the efficiency of your online venture.

The Hassles of Running an E-commerce Business

Yes, running an online business is exciting with great growth potential. But it does come with its own set of challenges. Be it a large company or a bootstrapped set up, ecommerce fulfillment and management can be very difficult to handle.

Imagine this scenario; it’s the dead of night, and your online store has just experienced a sudden surge in orders. You’re excited about the rush of orders, but deep down you fear if things will spiral out of control. However, you are at wits’ end thinking if you will be able to fulfill these orders accurately and on time?

As an online entrepreneur or small business owner, it can be overwhelming to handle order processing, inventory management, packaging, and shipping on your own. As a result of our discussions with e-commerce owners, here are a few difficulties they experience on a day-to-day basis:

  1. Lack of Space and Resources: Limited space and resources to store inventory can hinder business growth.
  2. Haphazard Order Processing: Without streamlined systems and processes, fulfilling orders can become time-consuming and error-prone.
  3. Inventory Management Challenges: Maintaining optimal inventory levels, ensuring stock availability, and minimizing stockouts can be challenging without proper inventory management tools and expertise.
  4. Shipping and Logistics Complexities: Coordinating shipments, negotiating shipping rates, and ensuring timely delivery can be overwhelming. This is especially for businesses shipping to different locations
  5. Customer Service and Retention: Failing to meet customer expectations can impact customer retention and damage the reputation of your business.
  6. Delivery Times: Delayed deliveries can result in negative reviews and a tarnished brand image.

The Role of Efficient E-commerce Fulfillment

Efficient ecommerce fulfillment can help in surmounting these and contributes to the overall success of your online business with the following benefits.

  • Streamlined Operations : Partnering with a professional fulfillment center can streamline your entire fulfillment process. From receiving inventory to managing orders and returns, a dedicated fulfillment center ensures accuracy and efficiency at every step.
  • Efficient Ecommerce Fulfillment Centers : Strategically located state-of-the-art ecommerce fulfillment across different regions are a necessity. Equipped with cutting-edge technology, these centers offer ample storage space for your inventory. Besides, by partnering with these service providers, your products can be stored securely and efficiently. This ensures easy access and accurate order processing.
  • Temperature-Controlled Delivery and Handling : Does your business deals with temperature-sensitive products, such as perishable goods or pharmaceuticals? If yes, you need an Ecommerce fulfillment Center that offers temperature-controlled delivery and handling services. Moreover, your products are maintained at the optimal temperature throughout the fulfillment process, minimizing the chances of spoilage or damage.
  • Value-Added Services : Top of the line Ecommerce fulfillment service providers offer other value-added services that can enhance your business. They even help you create custom promotional materials and inserts to boost brand awareness and customer engagement. Additionally, they also offer Knitting Services, allowing businesses to bundle products together to create attractive packages or gift sets, offering an extra selling point to customers.
  • International Trade Compliance : Expanding your online business globally comes with its own challenges, particularly when it comes to navigating international trade regulations. Good fulfillment service providers offer Importer of Record (IOR) and Exporter of Record (EOR) services, ensuring compliance with international customs requirements. By partnering with such providers can expand your reach to international markets efficiently and confidently.

CSS eLogix is a leading e-commerce fulfillment center with a proven track record of helping online businesses overcome fulfillment challenges. Therefore, we understand the unique challenges of an e-commerce venture. With our robust service offerings, CSS eLogix ensures that your e-commerce operations go on smoothly without any roadblocks even if there are sudden spikes in your orders. By entrusting your fulfillment process to CSS eLogix, you free up valuable time and resources. This will help you focus on what truly matters – growing your online business and delighting your customers.CSS eLogix is a leading ecommerce fulfillment center with a proven track record of helping online businesses overcome fulfillment challenges. Therefore, we understand the unique challenges of an ecommerce venture. With our robust service offerings, CSS eLogix ensures that your ecommerce operations go on smoothly without any road blocks even if there are sudden spikes in your orders. By entrusting your fulfillment process to CSS eLogix, you free up valuable time and resources. This will help you focus on what truly matters – growing your online business and delighting your customers.

Most importantly, efficient ecommerce fulfillment is not just a logistical requirement. In fact, it’s a key component of providing a superior customer experience and building a successful online brand. Talk to our expert and we can help your online business thrive in today’s competitive ecommerce landscape.

ONAM FESTIVITIES AT CSS GROUP

Onam is a time of joy and renewal, a beautiful blend of history, mythology, and cultural heritage. It exemplifies the spirit of unity and togetherness, allowing people to come together to celebrate their shared identity and create cherished memories. Onam, the splendid harvest festival of Kerala, holds profound cultural and spiritual significance for the people of Kerela. More than just a celebration, Onam is a time-honoured tradition that carries a multitude of meanings, reflecting the values, history, and unity of the community.

Onam is a vibrant and culturally rich festival celebrated with great enthusiasm in the southern Indian state of Kerala. This annual harvest festival holds deep significance for the people of Kerala, bringing together communities from all walks of life to rejoice in a spirit of unity, tradition, and merriment. It is a time when homes are adorned with intricate floral designs known as “pookkalam,” creating a colorful and welcoming ambiance. Traditional rituals, music, dance, and elaborate feasts are integral parts of the festivities.

This year, CSS group is hosting a pookalam competition among all its branches on September 9th 2023. The rules of the competition are simple. The pookalam has to be created on the day of the competition and not in advance. Also, the ornate designs must be created only with natural flower petals and not with any artificial color powder. Props related to the theme of Onam are allowed in the competition. The winner of the pookalam competition will take home the prestigious Mahabali’s Crystal Award from the previous year’s winners.

The CSS group will also carry out games like Vadam Vali (Tug of War), where teams pull a rope in opposite directions, aiming to bring the other team across a designated line. Thumbi Thullal or folk dance involves women dressed in traditional attire dancing in a circle, accompanied by melodious songs. In the pot breaking game called Uriyadi blindfolded participants try to break a pot filled with goodies using a stick. CSS employees are always excited to play these games.

These games not only add a sense of joy and festivity to Onam but also serve as a means of preserving and passing down traditional skills and values from one generation to the next. They embody the spirit of unity, competitiveness, and cultural pride that define the essence of Onam celebrations.

In essence, Onam is a celebration that encapsulates the values of gratitude, unity, cultural pride, and the joy of communal harmony. It serves as a powerful reminder of the ties that bind people together and highlights the enduring beauty of tradition and heritage in an ever-evolving world.

CSS PRESENTS STAFF WITH CLOTHES FOR ONAM FESTIVITIES

Onam is a vibrant and culturally significant festival celebrated in Kerala. It marks the harvest season and is a time of immense joy and togetherness for the people of Kerala. The festival typically lasts ten days and is characterized by colourful floral decorations, traditional music and dance performances like Kathakali, and the famous snake boat races.

One of the highlights of Onam is the grand feast, known as the Onam Sadhya, where a variety of delicious vegetarian dishes are served on a banana leaf. The festival is also associated with the legend of King Mahabali, whose annual visit to Kerala during Onam symbolizes the spirit of unity and equality. It is a time when families come together to celebrate their rich cultural heritage and create lasting memories.

During Onam, giving holds a special significance in Kerala’s cultural celebration. It reflects the spirit of generosity and unity that this festival embodies. During Onam, people often engage in acts of charity and giving, known as “Onam Seva.” As people unite in celebration, the importance of generosity and mutual support is highlighted.

This may include donating food, clothing, or money to the less fortunate, visiting orphanages, and participating in various philanthropic activities. It’s a time when the community comes together to share their blessings with those in need, emphasizing the values of compassion and solidarity that are at the core of Onam’s traditions.

In doing so, the tradition of giving during Onam not only enriches the recipients’ lives but also deepens the sense of joy and fulfillment among the contributors, making the festival a truly heartwarming and meaningful celebration. At CSS, we wanted to showcase the spirit of giving this Onam, by presenting the staff of CSS with Onam clothes. These gifts were presented by our chairman T.S Kaladharan, Mr. Fida Asghar and Mr. Don Raveendran.

This thoughtful act not only acknowledged the significance of the Onam festival but also demonstrated a strong sense of respect for our workforce. By providing Onam clothes, our Chairman T.S Kaladharan, not only promoted a sense of unity among employees but also contributed to fostering a positive work environment, where traditions and celebrations are valued and celebrated together. This kind gesture showcased our leadership’s commitment to employee well-being, making it a meaningful and memorable moment for all. The clothes presented to our staff will be worn by them during the Onam celebrations at CSS.

 

SAUDI ARABIA UNVEILS AMBITIOUS PLAN FOR 59 LOGISTICS CENTERS BY 2030

Saudi Arabia has unveiled an extensive master plan aimed at developing 59 logistics centers across the nation as part of its broader National Transport and Logistics Strategy.
This initiative is a crucial step towards positioning the kingdom as a leading global logistics hub. Crown Prince Mohammed bin Salman announced that all centers are expected to be completed by the end of this decade, emphasizing the kingdom’s commitment to this ambitious project.

Diversifying the Economy and Attracting Foreign Investment

The primary objective of this logistics infrastructure development is to diversify Saudi Arabia’s economy and attract foreign direct investment. While specific financial details of the master plan were not disclosed, it forms an integral part of a comprehensive set of initiatives outlined by the National Transport and Logistics Strategy. Prince Mohammed, who also serves as the chairman of the Supreme Committee for Transport and Logistics, highlighted the strategic importance of this strategy. He stressed that it aims to bolster partnerships with the private sector, create job opportunities, and establish Saudi Arabia as a global logistical powerhouse, benefiting from its strategic location connecting Asia, Europe, and Africa.

Key Details of the Master Plan

Under the master plan, the 59 logistics centers will collectively cover an area exceeding 100 million square meters. These centers are strategically distributed, with 12 planned for Riyadh and Makkah regions, 17 in the Eastern region, and 18 spread across the country. Currently, 21 centers are in progress, with all centers slated for completion by 2030.

The successful implementation of these logistics centers will significantly enhance the efficiency of Saudi industries in exporting their products. It will also play a vital role in supporting the ecommerce sector by facilitating seamless connections between logistics centers and distribution hubs across various regions, cities, and governorates.

“The plan is part of a package of continuing initiatives set as targets by the [NTLS] … with the aim of developing the logistical sector to support the economy, increase the local, regional and international connections of the international trade networks and global supply chains,” Prince Mohammed, who is also chairman of the country’s Supreme Committee for Transport and Logistics, said.

The strategy will help the kingdom boost “the partnership with the private sector, and thus increase the opportunity to generate jobs, and make of the kingdom of Saudi Arabia a global logistical hub, given its geographical location among three important continents: Asia, Europe and Africa”, he added.

The National Transport and Logistics Strategy (NTLS), launched by His Royal Highness Crown Prince Mohammed bin Salman aims to solidify Saudi Arabia’s position as a global logistics hub connecting three continents, in addition to upgrading all means of transportation, enhancing integration in the logistics system and supporting the comprehensive development process in Saudi Arabia, the paper said. NTLS is one of key goals of Saudi Vision 2030, a government program launched by the Kingdom of Saudi Arabia that aims to achieve the goal of increased diversification economically, socially and culturally, in line with the vision of Saudi Crown Prince and Prime Minister Mohammed bin Salman.

A Pillar of Saudi Arabia’s Economic Diversification Strategy

This endeavor is part of Saudi Arabia’s broader push to invest over 500 billion riyals ($133 billion) by 2030 to expand its transport sector. The kingdom is planning more than 300 projects in transport and logistics through partnerships with local and international private sectors. The comprehensive plan includes the launch of new airlines, expansion of airports, expansion of the railway network, increasing port capacity, and development logistics hubs throughout the kingdom.

A key goal of this strategy is to increase the contribution of the transport and logistics sectors to the national gross domestic product (GDP) to 10% by the end of this decade, up from 6% in 2021. Furthermore, it aims to boost the sectors’ annual contribution to non-oil revenue to 45 billion riyals by 2030, aligning with Saudi Arabia’s efforts to diversify its economy and reduce its dependence on oil.

Strong Economic Growth and Diversification Efforts

Efforts Saudi Arabia’s economy recorded impressive growth in 2022, expanding by 8.7%, making it the fastest-growing among the world’s 20 largest economies. This growth was primarily driven by a surge in oil prices and the robust performance of the non-oil private sector. However, growth is expected to moderate to 1.9% in the current year, primarily due to lower oil production, according to estimates from the International Monetary Fund (IMF).

The logistics services sector is emerging as a promising pillar of economic diversification and development in Saudi Arabia. It is currently witnessing significant initiatives and major developments aimed at expanding its economic and developmental contributions. The Ministry of Transport and Logistics is actively working to develop the logistics industry, enhance export strategies, expand investment opportunities, and foster partnerships with the private sector, all in alignment with the broader goals of Vision 2030.

CHATBOTS CAN NOW TELL YOU WHERE YOUR SHIPMENTS HAVE REACHED

Understanding how Generative AI can be used in logistics, its applications and limitations.

Logistics companies are slowly but surely integrating artificial intelligence (AI) technology into their operations. However, they are cautious about adopting chatbots that are common in the retail space today.

Company executives acknowledge the potential cost savings and efficiency benefits associated with tools like ChatGPT, a form of generative AI. Nevertheless, they are prioritizing ensuring that this digital approach doesn’t lead to customer frustration, particularly for clients handling substantial shipping volumes involving goods worth millions of dollars, across the globe.

Harnessing The Power of Generative AI into Customer Service

Prominent companies such as Freight brokerage RXO,  trucking firm XPO, logistics technology provider Phlo Systems, and shipping company DFDS are actively exploring how generative AI can transform their customer service divisions. Their focus includes automating tasks like shipment tracking, load booking, and import declarations.

The quest to incorporate generative AI into operations began after OpenAI introduced its ChatGPT bot in November this year. This technology, along with similar offerings, has the ability to process vast datasets, recognize patterns, make predictions, and respond to queries in a conversational manner, significantly reducing the time required to complete tasks.

Other Areas Where AI can help

Generative AI has already found applications beyond logistics. Law firms utilize it for legal research and document drafting, retailers deploy it to analyze customer search queries and offer relevant product recommendations, and travel companies like Expedia use chatbots for trip planning. Grocery retailers like Instacart also employ AI chatbots to provide answers to customer inquiries regarding recipes.

Logistics companies envision the future use of generative AI in enhancing forecasting, procurement, inventory management, and shipping decisions. Currently, their primary focus is on experimenting with these tools in customer support, leveraging their capacity to understand plain conversational language and provide rapid, comprehensive responses. Experts foresee generative AI enhancing the customer experience by delivering tailored responses within minutes, in contrast to traditional chatbots with preset answers or human workers who require more time to find suitable responses.

Limitations and Apprehensions in Using AI

However, generative AI has limitations. The technology is in its nascent stages and is still evolving. The chatbot is only good as the information that it has been fed on. In fact, there have been instances when the chatbot has given wrong answers to queries. Additionally, security concerns arise when using proprietary data or customer information to train AI systems, leading some companies to restrict their employees from using such technology.

The stakes are particularly high when applying generative AI to supply-chain decisions, given the complexity and proprietary nature of the data involved. In logistics customer support, the challenge lies in facilitating the movement of large shipment volumes via various modes of transportation (aircraft, trucks, trains, and containerships) while dealing with fast-changing and intricate data.

AI Adoption in Logistics Companies

Jared Weisfeld, Chief Strategy Officer at RXO based in Charlotte, North Carolina, highlights the delicate balancing act involved in using generative AI with retail and industrial clients. He points out, ““When you think about what could go wrong over the life of the load, you as a carrier, you as a shipper, sometimes you don’t necessarily want to be talking to a chatbot.”

Weisfeld said that RXO is actively exploring methods to automate various tasks, including customer support and load booking, especially for small and medium-sized businesses. Such automation can lead to quicker responses to customer queries and free up the company’s sales staff to concentrate on acquiring new clients.


However, RXO plans to maintain the option for clients to interact with a human representative. “You can’t have a shipper go ahead and log on to the system where the order’s late and you’re pinging a chatbot. You need a hybrid approach,” Weisfeld said.

The central concern for RXO revolves around enhancing the efficiency of their personnel while ensuring that their efforts contribute to making customers’ lives more convenient rather than complicating matters further.

At the core of RXO’s strategy lies the fundamental question: “How do we enhance the efficiency of our workforce while simultaneously simplifying our customers’ experiences?” expressed by Jared Weisfeld, the Chief Strategy Officer at RXO.

Jonathan Wright, Global Managing Partner of Finance and Supply Chain Transformation at IBM Consulting, emphasizes that for AI technology to gain widespread acceptance, supply-chain managers must place complete trust in it when making decisions regarding goods orders, inventory management, and supplier negotiations. Jonathan Wright highlighted, ““We have to have understanding and knowledge of what AI I’m using, what data I’m using and really tight governance around that,” Wright said. “In our personal life, we might be comfortable with 80, 90% correctness. In our business world, it’s got to be tight—110%.”

AI in Software Development, Trucking and Customs

XPO, a trucking company, intends to train an in-house version of a ChatGPT-like bot to enable customers to track freight, receive rate quotes, and initiate shipment pick-up requests. Jay Silberkleit, XPO’s Chief Information Officer, emphasizes their commitment to keeping data private and ensuring the relevance and accuracy of responses through stringent control over data usage

The Britain-based Phlo Systems has recently introduced an AI-powered chatbot for customs declarations, replacing a previous system reliant on a list of frequently asked questions, said Chief Executive Saurabh Goyal. The chatbot offers straightforward responses to inquiries, such as the type of declaration needed for importing fish from a European country. Currently, the chatbot handles approximately 70% to 80% of queries, with the remainder escalated to human staff for resolution.


DFDS, a regional shipping company in Denmark, has initially employed generative AI for software development, with an eye toward potential future applications in customer support. Rune Keldsen, the company’s Chief Technology Officer, underscores the need for sensitivity regarding the quality of responses generated by generative AI, “What we need to be very sensitive about is, what is the quality of the answers you can get out of generative AI? Generative AI is very strong at large data sets and crunching large amounts of data, but it’s less strong at ensuring the predictability of the answers that come out.”

From tracking shipments and booking loads to simplifying customs declarations, generative AI is already finding applications that streamline operations.

As logistics companies venture into the realm of generative AI, they do so with cautious optimism. The promise of cost savings, operational efficiency, and enhanced customer experiences is compelling, but the stakes are high in an industry where precision is paramount.

OMAN PIONEERS SEA-TO-AIR CARGO LINK VIA SALALAH AIRPORT

In a groundbreaking move, Oman Airports, a state-owned entity under the Oman Investment Authority, has successfully launched a test flight for a sea-to-air cargo operation through Salalah Airport. This initiative marks a significant milestone in Oman’s transportation and logistics sectors, bridging the divide between maritime and aviation logistics.

Seamless Integration via Sea and Air Transport

The journey commenced with three shipping containers departing from Colombo, Sri Lanka, destined for Salalah Port. After a smooth voyage, the containers arrived at Salalah Port, marking the successful completion of the maritime leg of this innovative transportation endeavor.

The next phase involved the efficient and secure transfer of the cargo by land from the port to Salalah Airport, ensuring the shipment’s integrity. From Salalah Airport, the cargo departed via air for Egypt’s Cairo International Airport (CAI), demonstrating the practicality and viability of this new sea-to-air cargo connection.

 

Significance of the Sea-to-Air Link

This pioneering sea-to-air cargo link represents Oman’s first of its kind, showcasing the nation’s commitment to advancing its transportation and logistics sectors. By seamlessly connecting sea and air transportation modes, Oman Airports aims to optimize logistics operations, reduce transit times, and offer a practical logistics solution, especially beneficial for industries requiring time-sensitive handling, such as perishables, pharmaceuticals, and high-value products.

 


This pioneering sea-to-air cargo link represents Oman’s first of its kind, showcasing the nation’s commitment to advancing its transportation and logistics sectors. By seamlessly connecting sea and air transportation modes, Oman Airports aims to optimize logistics operations, reduce transit times, and offer a practical logistics solution, especially beneficial for industries requiring time-sensitive handling, such as perishables, pharmaceuticals, and high-value products. This innovative integration of sea and air cargo operations signifies a transformative step forward for Oman’s transportation and logistics industries, promoting efficiency, reliability, and competitiveness in the global market. It is poised to create new opportunities for businesses operating in time-critical sectors and strengthen Oman’s position as a logistics hub in the region.

CSS EXPANDS GLOBAL FOOTPRINT WITH NEW OFFICE BRANCH IN NAIROBI, KENYA

The Autumn of 2023 has brought a major milestone for Consolidated Console Shipping Services (CSS) as they proudly announced the inauguration of their new branch office in Nairobi, Kenya. This strategic move underscores CSS’s commitment to expanding their global reach and tapping into the vast potential of the African market. It also represents CSS’s commitment to fostering stronger connections with clients and partners in Africa, while underscoring their dedication to providing tailored solutions and services to meet the unique needs of this dynamic market.

CSS looks forward to building lasting relationships and contributing to the growth and development of the African business landscape. By establishing their presence in Africa, CSS can now tap into the immense opportunities that the region offers and expand their global footprint. In an official communication addressed to stakeholders, clients, and employees, CSS expressed their enthusiasm about this significant development. The company’s new office in Nairobi will not only serve as a symbol of their commitment to growth but also open doors to a vibrant and diverse business landscape in Africa.

The foremost goal of CSS is to provide outstanding services and products from this establishment. The Kenyan offices of CSS will serve as an entry point into the African market, allowing them to capitalize on the rich tapestry of the region’s culture and business environment. This expansion reflects the commitment of CSS to delivering tailored solutions and forging meaningful connections in Africa.

CSS believes that their presence in Nairobi, can help them to better understand and respond to the evolving needs of their African clientele. This move also signifies their dedication to fostering local partnerships and contributing to the economic growth and development of Kenya and the broader African continent. CSS is excited about the opportunities that lie ahead as they embark on this new chapter of their global journey.

This strategic step of setting up a brand in Kenya aligns perfectly with Groups extended-term vision and expansion strategy. The inauguration of new branch in Kenya serves as a tangible testament to the collective dedication and determination of the entire CSS team. Such a milestone could not have been reached without the collaborative spirit, innovative mindset, and unwavering loyalty that each member of CSS family brings to the organization.

This expansion aligns perfectly with CSS’s long-term vision and growth strategy, demonstrating the dedication to staying at the forefront of the shipping and logistics industry. The launch of the Kenya branch stands as a testament to the hard work and dedication of the entire CSS family, reflecting the company’s core values and commitment to excellence.

As CSS ventures into this exciting chapter, you can be sure of their resolute in providing exceptional services, engaging with new markets, and contributing positively to the
communities that they serve. Look forward to an exciting future filled with growth and success, with a strong presence in Africa, is poised to leverage new opportunities, foster innovation, and continue their legacy of excellence in the shipping and logistics industry

LEADERSHIP & PATIENCE

Abhilash Nair Global CEO ISS Relocations
Abhilash Nair Global
CEO
ISS Relocations

Being a leader means that you will be evaluated in a tricky situation, and your ability to be patient will be essential. During those times, as a leader, you will need to act and develop a cheerful outlook. That cheerful outlook will not only help you, but you will transfer it onto team and organization.

  • Why is Having Patience in Leadership Important?
  • What makes a leader effective in all the efforts to make
    the teams succeed?
  • Why does the patience in leadership play such a key
    role?
  • While many of us focus on different approaches and skill
    sets, we tend to forget the main driver behind the
    leader’s success. Is it true that patience is a virtue?

I discovered patience at the height of my anxiety issues while switching career paths and industries. It may have been one of the most daunting tasks I have ever taken and to this day, I still clearly remember every step of the way. I have not followed any guideline in practicing patience, nor was there anyone to nudge me in the right direction. Yes, I am one of those self-taught practitioners, but I invested an extensive amount of time in research and testing.

The following reasons are not listed in any order, but they do complete an entire picture if practiced together.

Gain and Show Respect with Patience – Nobody wants to work with someone they do not know. After you do get to know the person or a team, it takes time and effort to give and gain respect from fellow team members and co-workers. Since gaining and giving respect cannot be achieved overnight, leaders should employ patience. Being able to patiently approach people and in return gain their respect will be mutually beneficial to both leader and team member. The more you know yourself, the more patience you have for what you see in others. Respect combined with patience is a long-term commitment and it must be worked on continuously. One must understand that once you do get respect, you need to nurture it and encourage others to do the same.

Improve Productivity with Patience – Each team member can produce results at a certain pace. Likewise, the entire teams can be productive as much as the individuals within that team. Rushing your team members can hamper productivity as it sometimes puts unnecessary pressure on them. Although leaders should encourage their team to perform and be more productive, approaching each member with patience can be more efficient.

Have patience. All things are difficult before they become easy – Improving productivity with patience will be beneficial both short and long-term. It will also provide more confidence to your teams, as they will know that their leader is patiently stimulating productivity of each team member. You can achieve better results with purposeful guidance and patience.

Provide more Freedom with Patience – While developing teams and individuals, you should consider providing room for improvement. If you lack patience to provide freedom for your teams and encourage progress, they might consider looking for opportunities elsewhere. Have patience with all things, but, first with yourself – Since different people adapt at different speeds, giving them the freedom to process all the information, they will be more susceptible to change. This does not mean that you will completely leave your team on their own. It just means that you will leave “breathing” space for them, which will result in more trust, and therefore, better team.

 

Develop Cheerful Outlook with Patience – Being a leader means that you will be evaluated in a tricky situation, and your ability to be patient will be essential. During those times, as a leader, you will need to act and develop a cheerful outlook. A cheerful outlook is something everyone can work on, and everyone can learn how to employ it That cheerful outlook will not only help yourself, but it will be transferred onto team and organization. Teams and individuals will sometimes depend on the leader to display positivity. At those moments, having patience will motivate your team and its members to be positive.

Improve Time Management with Patience – As a leader, you will need to be proficient in time management. You may be tempted to push things and people beyond their capabilities to meet deadlines. That can result in a dissatisfied team members and a dysfunctional company. You can improve time management skills of yourself and your team by applying patience when appropriate. Sometimes you need to slow down and maximize the time allotted, as it will produce more efficient results. If I had six hours to chop down a tree, I would spend the first four hours sharpening the axe – That will lead to team satisfaction and will encourage individuals to improve their own time management skills.

Teams Grow with Patience – Building teams and individuals require appropriate time and effort. Leaders that do not recognize this may have difficulty growing their teams. With patience in leadership, the right amount of effort and by taking proper steps, you can strengthen your team. This requires you as a leader to remain committed and be persistent. The key to this goes back to being patient.

Individual commitment to a group effort – That is what makes a teamwork, a company work, a society work, a civilization work – Grow your team and encourage them to practice patience themselves. They will refine them as team members, and it will grow the entire company. Allow Recovery Time with Patience – Your team might be comprised of high performers and achieving amazing results, time over time. Just consider and remember that your team members are still human and that they have certain needs. Over-fatigue can be detrimental to individuals, teams, and companies. As a leader, you need to recognize when the time is right to provide some breathing room. This refers to allowing recovery time and rest, which is a crucial component of any successful team. There is virtue in work and there is virtue in rest. Use both and overlook neither – Even the top-performing athletes take time off to recuperate and heal, which will help them overall. Thus, your team members should be treated like top performing athletes. Have patience for your team members and allow them decent recovery time.

 

Adapt to Change with Patience – Successful companies grow and change over time. Individuals and team members change and adapt at different speeds. Some of the teams may adapt quite easily, while others may take additional time to comprehend these changes. Leaders must recognize the importance of adapting to change by applying patience in appropriate ways. Sometimes, individuals may be caught off-guard if the change was sudden and unplanned. Have patience for those who need more time to adapt, and your team will develop more effectively. Adapt yourself to the things among which your lot has been cast and love sincerely the fellow creatures with whom destiny has ordained that you shall live – In the end, be ready to adapt to change yourself and grow as a leader, together with your team. It is all achievable with enough patience.

Build Reputation with Patience – Reputation is an opinion or belief about someone or something. In leadership, reputation must be built over time. It is falling under one of the more difficult things to build upon. You can be become a well-developed leader and differentiate yourself from the others through patience. Sometimes, reputation can be a fine line that some cross in the wrong direction. Be careful to build and maintain a positive reputation. It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you will do things differently – Your team will be more confident in your abilities if you are displaying the right attitude, which will result in reputation build-up.

Achieve Greater Results with Patience – How many companies do you know achieved success overnight? – It takes 20 years to make an overnight success. Results are built over the course of time and are a continuous process. Your team can understand this concept better if you, as a leader guide them appropriately. Some companies and their leaders believe that they can achieve greater results by developing company culture. For that alone, you need to dedicate yourself and your team members to exercise patience. Progress, of the best kind, is comparatively slow. Impressive results cannot be achieved at once; and we just be satisfied to advance in life as we walk, step by step – Once you install the importance of patience to yourself and your team members, your leadership skills will guide your team to greater results.

Make Better Decisions with Patience – Leaders need to make decisions. It is in their job description. Decision making can be one of the most difficult tasks leaders can encounter. Lack of patience in making any decision can influence your team and company in a negative way. That does not mean it is impossible to make the right decisions. Leaders should not be making decisions during their inconvenient times. There is no decision that we can make that does not come with some sort of balance or sacrifice – If something is troubling you, take extra time before making that final call. Over time, you will learn to utilize patience and make better decisions. That will produce further growth for your team members.


Improve Listening Skills with Patience – Successful leaders have amazing listening skills. That is one of the main reasons why they are successful. If you recognize this and put it on your priority list, there is a definite chance that you will grow as a leader. Be careful to differentiate hearing and listening. It is important to have the patience to listen
to others as you will be able to fully understand what that person wants to say. Since communication is a 2-way street, it requires you to listen, understand and then respond to successfully communicate ideas with others. Listening is being able to be changed by the other person – Leaders can further develop if they improve listening skills with patience. Learn to be the active listener.

Why Patience in Leadership – Everything I learned about leadership was through patience. All successful leaders I met and spoke to practice patience every day. That gives me and my fellow leaders more energy to continue developing our teams. While it may be tempting sometimes to make decisions faster, thinking it will be more effective, hold yourself back for a moment. Acknowledge that you are aware of the decision-making process and time it takes to make any decision.


Grow together with your team by dedicating enough effort for individual and team development. Do not forget to take a breather occasionally and allow your team to recover. While doing that, maintain a cheerful outlook and be adaptable to change. Build a reputation by infusing integrity into your daily routine and let it become your second nature. It will show respect to everyone in your team, including yourself. If you are looking to become the best you can be when it comes to leadership, recognize the importance of patience. Make purposeful decisions, take time and be a great leader.

EMPLOYEES OF THE MONTH

June 2023

John Ansah Somia
Warehouse Staff – Warehousing
CKL Sharjah
Awarded by Ranoop Kallampunathil
Warehouse Incharge

June 2023

Rakesh R
Sales Coordinator – Sales
CSS AUH
Awarded by Rajneesh Radhakrishnan
Sales Manager

July 2023

Akhil K Ajay
Sr. Sales Coordinator-Sales Support(Bahrain)
Twin Info Solutions
Awarded by Vivin Varghese
Team Leader (Sales Support–CSS Bahrain)

July 2023

Arun Radhakrishnan
Warehouse Incharge
Operations-Warehouse, CSS eLogix
Awarded by Najeeb Mohammed
Operations Manager

August 2023

Akhil K Ajay
Tally Clerk – CFS
CSLC
Awarded by Jayandan Puthuvallil Indran
Warehouse Manager

August 2023

Manikandan
Forklift Operator – Operations
CKL- Sharjah
Awarded by Noufal Shiriya
Team Leader Documentation