Do you need to send goods urgently on the spur of the moment? Need a quote within seconds on a Sunday? Then in the future, the user-friendly offer and booking app, in which BUSSE was instrumental in the UI and UX development, can be used on a desktop or mobile device. Offers for air freight and LCL business are now available: super fast, super easy and in seconds.
Until now, quoting and booking freight at Röhlig was only possible by analog means. You had to contact your responsible contact person at Röhlig, communicate your intention and wait for an offer to send your freight. Afterwards, this offer could be booked by phone or mail and the freight was shipped.
But now Röhlig is driving innovation in the logistics industry: the newly launched online portal can be operated by employees of a company who are not familiar with logistics in the same way as by a logistics professional. All you need to know is the origin and destination of your freight, you don't even need a zip code or address - simply enter your place of business (e.g. your company) and the app does the rest. Terms like LCL or FCL are explained via small context menus and the booking forms are built in such a way that a user is carried out there and can't make wrong entries due to lack of logistics knowledge. Created requests are saved as generated offers and can be retrieved at any time. Offers can be booked in the portal and tracked there as well via Röhlig's integrated Track 'n' Trace function.
The US market was chosen for the launch of the platform. Air freight and LCL (Loose Container Load) offers are fully supported, FCL (Full Container Load) offers will be integrated shortly. Other countries and markets will be covered gradually.
BUSSE's UI / UX design team was allowed to participate in this exciting project, which started without any existing digital platform, from its infancy.
The goals were clearly set on the part of Röhlig: an innovative, individual and digital tool for users who were previously only on the move in analog, in which the quoting, booking and tracking of freight is as simple as possible. The benefit for Röhlig is to serve and manage more customers than today, to know the customers or prospects better: who are they, where do they come from and what and how much do they want to ship? And why might an offer not be booked after all?
So we conducted a detailed benchmark analysis during the start-up phase. We examined several logistics portals for weaknesses and good solutions in the operating process and brought these results down to a common denominator with the needs of ordinary employees who want to ship goods from A to B and those of trained logistics experts in large corporations.
The process steps involved in sending freight by sea and air were analyzed and transferred into digital operating steps. User requirements for the new portal were derived from this and compiled in an initial rough operating concept.
Customer interviews served as a further basis for the user requirements, from which various user groups and user stories were derived. In a user journey map, the tasks and possible emotions of the user groups at certain touchpoints were determined and potential improvements were identified from this.
Since Röhlig previously only offered a purely manual offer and booking system, we compiled the entire digital customer journey in a user/screen flow diagram: at which points does a potential user of the digital platform come into contact with the site, what happens once they have registered, which channels are used to contact the customer, when does which email need to be triggered, and how is the user linked back to the portal page once their offer has been created and can be booked.
The created mockups were summarized in a simple click dummy for a smartphone to make the interaction on a mobile device more comprehensible and to derive improvements.
About Röhlig Logistics GmbH & Co. KG:
Röhlig is an owner-managed logistics company offering solutions in the areas of sea freight, air freight, project logistics and contract logistics. The family-owned company was founded in Bremen in 1852. Today, the network comprises more than 2,000 employees in over 30 countries. Röhlig supports its customers as a reliable partner. The company combines a strong customer focus with high quality standards and state-of-the-art technology. For this reason, Röhlig's top brand strategy is: High Quality - High Tech - High Touch.
Efexcon is a consulting and digital service provider for top companies in the automotive, energy, transportation and service industries. They have industry competencies and proven expertise in project planning, integration and software development of solutions with Dynamics 365, Office 365, Azure Cloud. As a Microsoft Tier 1 Cloud Solution Provider, Efexcon is a one-stop shop for licenses and subscriptions with service and support. With locations in Switzerland, Germany, Poland and Spain, Efexcon brings digital transformation from paper to practice.