InXpress Co-Founder and CRO, Adam Thompson, traces the 25 year transformation of short haul logistics.

Over the past 25 years, the courier industry and e-commerce have undergone profound transformations driven by technological advancements, changing consumer behaviours, and evolving business models. With next-day delivery now being a norm, courier companies had to rapidly adapt to changing industry standards to keep up. 

Since being founded in 1999, leading shipping and courier specialist InXpress has made significant strides to transform the courier industry through its customer-centric approach and by leveraging technology, partnerships, and innovative business practices. 

With over 20,000 customers worldwide, and 12,000 customers in the UK, InXpress’s USP is its dedicated personalised customer service. There are not many companies that will do everything that a customer needs with one phone call or through one portal. Here are some of the ways InXpress has made a significant mark in the industry since its launch. 

Established partnerships

Over the past 25 years, InXpress has established loyal partnerships with leading courier companies like DHL, UPS, and FedEx, providing customers with access to a variety of shipping options. These partnerships enable InXpress to offer competitive shipping rates to small and medium-sized businesses, who might not have access to bulk shipping discounts otherwise.

Continuous technology integration

InXpress has significantly advanced courier technology through its innovative booking system webship+, creating a more streamlined and efficient process for customers to book the largest of shipments. webship+ is a robust online shipping platform that integrates multiple carriers, allowing customers to compare rates, book shipments, and track packages in one place.

The platform embraces scalability and automation and automates many shipping processes, reducing manual work and errors, and improving efficiency. By handling the logistics and carrier negotiations through a wide array of leading courier partnerships, the platform allows businesses to focus on their core operations.

A unique franchisee model

InXpress widely encourages entrepreneurship, and has even developed a unique franchise model that empowers franchisees to invest in and grow their own logistics businesses. This model allows for localised, personalised customer service while maintaining the advantages of a global network, and benefiting from the organisation’s established brand and systems.

Moreover, the company provides comprehensive training and support to its franchisees. This ensures they can provide high-quality service. Ongoing support and training are also offered to help businesses and their team members stay updated on industry trends and technological advancements and ensure continuous development. 

Personalised customer focus 

At InXpress, we understand how frustrating it can be for our customers to fight with automated chatbots who may not understand a unique issue. That’s why we have established close relationships with carriers and have dedicated customer service lines and personal account managers to provide tailored care and customer support.

The team is available to listen to unique customer issues and problems at the second ring of the phone. The company also provides timely updates and monitors each case until the franchise successfully delivers the goods.

An ambitious global reach 

InXpress provides extensive international shipping services, making it easier for businesses to reach global markets. The company offers Customs Expertise and support with customs documentation and compliance, reducing delays in international shipping. The company continues to expand into new markets, increasing its global footprint and providing more businesses with access to its services.

What’s next?

InXpress has transformed the courier industry by providing accessible, efficient, and cost-effective shipping solutions through strategic partnerships, advanced technology, and a strong franchise network. This approach has not only enhanced the logistics capabilities of small and medium-sized businesses but also contributed to the overall efficiency and sustainability of the courier industry. 

InXpress plans to continue the path of innovation with its customer-centric approach, introducing new services and technologies to stay ahead in the competitive courier industry.

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