Qantas Freight has implemented a supply chain improvement program that has revolutionised customer service using Express Check kiosks.
The international import delivery process, which now operates in five of Qantas’ international freight terminals nationally, has 23 self-service kiosks.
They are a core component of a broader technology transformation program that Qantas Freight embarked on in 2009.
Express Check waiting times have now been eliminated and customers no longer have to attend the front counter, Melbourne International Freight Terminal Manager Gregory Spiker says.
Some 95 per cent of import collections in Melbourne are now handled by truck drivers who access kiosks.
With up to 800 freight agents in Melbourne alone, there are 350 truck drivers who come to the terminal each week benefiting from the new technology.
“It allows greater visibility over movement of freight and it means that agents can tailor when they send their trucks and they can monitor their own movements more efficiently,” Spiker says.
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Photography: Stephen Dwight