Karl Gross · Germany
How Karl Gross built a genuinely customer-centric service layer
A branded customer portal turned rate requests into self-service and gave clients live visibility on every shipment.
“Our customers stopped asking us for rates by email, which is the clearest signal the portal was worth doing.”
The ambition
Karl Gross wanted to offer the kind of self-service experience shippers get from digital-first forwarders, without giving up the advisory relationship their customers value.
How it came together
A branded portal exposes approved rates to named customers, with quote history and live shipment tracking in the same place. Complex enquiries still route to a human — but routine ones no longer need one.
What it produced
Roughly six in ten rate requests are now handled without staff involvement, and customers book more often because pricing is available whenever they happen to need it.
See Freight Puzzle with your own rates
Bring a handful of your carrier contracts to the call. We'll load them, quote a live shipment, and you can judge the difference for yourself.