The Problem:
A Shipping Process That Created Waste and Customer Frustration
The client was facing persistent challenges in their last-mile delivery process. They were relying too heavily on LTL (less-than-truckload) shipping to deliver heavy products to customers, an approach that required them to send custom wooden ramps to each delivery location for unloading.
Unfortunately, this solution was far from efficient. Their ramps to offload their products were frequently lost, damaged, or discarded, resulting in waste, additional production and shipping costs, and a poor delivery experience for the customer. Without a reliable way to recover the ramps after use, the company was generating a significant amount of unnecessary material waste, compromising both sustainability goals and operational efficiency.
Even more concerning, the client’s previous logistics provider offered no viable alternatives, leaving the company stuck in a cycle of repeated ramp production, inconsistent deliveries, and growing dissatisfaction among end customers.
The flawed unloading process was an inconvenience and a business liability that led to delivery delays, negative experiences for their customers, and damage to their reputation.
Looking for a smarter, simpler, and more sustainable solution, the company turned to King Solutions.
The King Solution:
A PTL Program Built on Predictability and Customer Satisfaction
After identifying the limitations and inefficiencies of the client’s LTL shipping model, our team at King Solutions designed and implemented a custom partial truckload (PTL) program that directly addressed the root of the problem: the need for wooden ramps and the unpredictable delivery experience that came with them.
King began by sitting down with the client to fully understand the pain points in their current delivery process. The issue was centered around customer experience, waste, and service reliability, and their current LTL setup wasn’t cutting it.
No More LTL, No More Ramps
King developed a comprehensive PTL shipping solution designed specifically for their product and delivery needs. Rather than relying on wooden ramps to unload heavy machines at each location, the new strategy focused on creating a drive-on/drive-off process that made delivery safer, easier, and more predictable for the client’s customers.
The biggest shift came from eliminating LTL shipments altogether. By moving to King’s PTL network, the client no longer had to send ramps or worry about whether they’d be returned, discarded, or misplaced. Instead, products were loaded directly onto trailers in a way that allowed the customer to simply drive the units off upon delivery. There was no additional equipment or handling required.
An SOW for Guidelines for Consistency
To keep the new process running smoothly and consistently, King created a dedicated Statement of Work for the program. This included a detailed user guide outlining each step of the drive-on/drive-off procedure, ensuring that all stakeholders—drivers, warehouse teams, and customers—knew what to expect and how to execute the deliveries efficiently. This user guide provided clear expectations and standardized the service across every delivery.
The Results:
Simplified Deliveries. Happier Customers. Fewer Headaches.
By leveraging our PTL network and designing a process tailored to the client’s unique needs, we delivered a solution that aligned with their service goals, sustainability values, and long-term operational strategy.
In the end, we helped the client dramatically improve both operational efficiency and customer experience through:
- Saved Time for Customer Service Team: with fewer calls related to offloading confusion and LTL coordination, internal support teams gained back valuable time.
- Streamlined the Customer Experience: end customers no longer had to figure out how to offload the machines or coordinate with third-party carriers. The entire process became pre-scheduled, predictable, and easy to manage.
- Fewer Delivery Refusals: by eliminating the need for ramps and offload improvisation, the client saw a significant drop in failed or refused deliveries.
- Improved Delivery Timelines: removing the freight from the LTL network allowed King to strategically plan routes, resulting in more timely and reliable deliveries.
- Less Stress at the Dock: with a consistent, easy-to-follow unloading process, both the client and their customers reported fewer issues, less confusion, and smoother handoffs.
About King Solutions
Established in 1989, King Solutions is an asset-based logistics service provider headquartered in Dayton, MN. As a leader in the logistics industry, King provides freight transportation services, fulfillment, warehousing, and e-commerce services to its customers. King is committed to a customer-focused approach, creating tailored solutions through a robust network of shipping resources, information services, and dedicated employees.
