THEY TRUST US TO DELIVER FOR THEM, WHETHER IT BE ON A REGULAR MOVE OR A HOT SHIPMENT.”
– Jim Cunningham VP, Sales
MODE Transportation is one of two primary transportation providers for one of America’s largest consumer health products manufacturers. They make some of the best-known OTC medicines and personal care products. High-value, time- and temperature-sensitive freight requires carriers to adhere to strict standards for food safety, fraud prevention and traceability.
The manufacturers’ customers include large retailers whose standards of care and appointment scheduling are strict and unwavering. As the top-performing transportation provider, MODE manages 20% of the manufacturer’s freight and is the go-to for “recovery” when other carriers reject loads Demand spikes consistently at the end of every month and quarter, which is when MODE’s recovery role is essential
For this manufacturer, timely, safe delivery is critical for protecting product integrity, slim profit margins and retail contracts MODE’s dependability has stood the test of eight years’ time due to hands-on service and the ability to overcome challenges and seize opportunities collaboratively
Large retailers’ strict appointment windows are sometimes only 30 minutes
Prior transportation partners missed pick-ups and deliveries
High carrier rejection rates during peak end-of-month and quarter periods
Food-grade and temperature-sensitive loads require trained, trusted carriers
High-value medicine loads are often a target of fraud and theft
Carbon reduction priorities from shipper’s strong commitment to sustainability
Thin margins make shippers of consumer health goods cost-sensitive
Personal, consistent and responsive service model with no call center
Surge capacity sourced from MODE’s carrier network with access to 3M pieces of equipment
Carriers vetted using industry-leading Highway program
Drivers undergo four-factor authentication process on every load
MODE’s intermodal expertise and network leveraged to convert over-the-road to carbon-reducing rail
MODE customer portal provides accurate load status and carrier insights
On-time pick-up and delivery on MODE-managed loads rose to 96%
99% tender acceptance protects service quality during peaks
Carbon emissions reduced by moving 10% of truckloads to intermodal
Zero stolen loads since introduction of driver authentication processes
Driver and load tracking provides shippers clean, actionable data to control missed appointments and chargebacks
Customer service model ensures responsiveness and accountability
SUPPLY CHAIN CHALLENGES
Challenging Over-the-Counter Medicine Deliveries. The manufacturer’s products are temperature-sensitive and require trailers that meet standards for shipping consumables Experienced, reputable carriers and compliance with government and retailers’ standards make carrier vetting key
Demanding Retailers. Delivery requirements of large pharmacy and grocery retailers are strict Appointments are sometimes only 30 minutes Missed appointments, temperature excursions or unsatisfactory trailer conditions can result in costly chargebacks or load rejections. Contracts and future business are at stake.
Unreliable Carrier Pool. Shipments ramp up at the end of the month and end of quarter as manufacturers rush to fill orders. The manufacturer’s contracts were threatened by carrier rejections during this period. Sourcing unfamiliar or lower-quality carriers to cover loads introduces risk into their supply chain.
WHY MODE TRANSPORTATION
Late pickups and deliveries. Other transportation partners used by the manufacturer had large carrier pools and varying vetting standards that led to missed appointments Sometimes loads couldn’t be rescheduled for weeks, posing risks to time-sensitive products
Increased risk of freight fraud and cargo theft. Incidents of strategic theft have risen 1,500% since 2021, according to ATA * High-value loads of OTC medicines are often a prime target
Customer service inefficiencies. Larger transportation partners used by the manufacturer relied on call center models that led to delayed responses and confusion from a lack of continuity.
High service needs and cost sensitivity make this manufacturer’s shipments especially challenging. Meeting food safety and temperature requirements plus retailers’ demanding standards requires top-tier carriers. The shipper was able to source MODE’s nationwide network of MODE-vetted carriers who are experienced in hauling consumables and meeting retailers’ requirements
MODE-developed technology provides a key differentiator as the manufacturer continually optimizes for cost while maintaining service quality standards Insights into carrier performance, updates on load status, and routing or rate opportunities are readily available to ensure shipments meet deadlines and delivery windows. Data coupled with personal and hands-on service from a dedicated team has helped. On MODE-managed loads, the manufacturer runs a reliable, fine-tuned network that helps them protect profit margins while meeting their safety responsibility to customers and consumers.
“WE
PROVIDE SUPPORT EVERY DAY TO KEEP THEIR LOADS MOVING ON TIME AND UNDER THE PROPER PROTOCOLS SO THAT THEIR CONSUMER HEALTH PRODUCTS LAND SAFELY AT THEIR FINAL DESTINATION AND ULTIMATELY IN CONSUMERS’ HOMES.”
– Jim Cunningham VP, Sales
MODE’S SOLUTION SET
Team structure emphasizes hands-on customer support. With no call center, MODE’s team is consistent day in and day out and works closely with the same team at the customer. Continuous customer support enables MODE to complement the customer’s network by mitigating missed pickups and deliveries. On-time performance for MODE-managed freight averages 96%.
MODE’S Customer Portal Provides Control. MODE’s customer portal makes it easy for the shipper to get updates that keep their business running smoothly. It also aids cost control and time efficiency through easy access to everything from invoices and online payments to PODs and accessorial documentation
Intermodal Expertise Coupled with MODE VPO Technology Supports Customer’s Carbon Goals. As one of the leading manufacturers of consumer health brands, the shipper values programs that reduce carbon emissions and provide accurate reporting MODE moves up to 10% of the shipper’s freight on intermodal and supports their sustainability through real and reportable carbon savings.
Committed Carrier Network Provides Surge Capacity. During demand spikes, MODE draws upon a network of more than 3M pieces of equipment Capacity from toptier carriers supports the shipper’s network nationwide with contracted freight and recovery service when other carriers reject loads 99% tender acceptance makes MODE the go-to transportation partner in the shippers’ network.
Advanced Freight Fraud and Cargo Theft Prevention. MODE developed a stringent process to vet carriers using industry-leading Highway software and created a fourfactor process for authenticating drivers on every load to make sure the driver matches the load. Since the process was introduced, no incidents of cargo theft have occurred.
Decades of Experience Handling Consumer Health Freight. MODE’s expertise hauling time-sensitive, temperature-controlled and high-value shipments led to MODE becoming one of two primary brokers for this customer As a result of MODE’s success supporting vendor pickups, customer deliveries and DC-to-DC moves, MODE has garnered 20% of the shipper’s freight spend
SOLUTIONS BY THE NUMBERS
5,000
99%
Tender acceptance
Loads hauled per year 96% On-time pickup and delivery 0
Stolen loads since fourfactor authentication introduced
