frontline workers like drivers need immediate gas payment, making 30-day terms a luxury. We now offer prepayment options for customers who wouldn’t qualify for traditional credit but need our services.This has unlocked approximately $5 million in additional revenue from previously inaccessible market segments.” This financial technology investment, implemented in January 2024, has substantially reduced administrative workload while increasing transaction volumes, demonstrating how digital transformation can directly impact revenue growth beyond mere operational efficiencies. CUSTOMER SERVICE AS A DIFFERENTIATOR In the highly competitive logistics sector where price pressures dominate, North Atlantic has established a sustainable market position through exceptional customer service. This focus creates relationship longevity in an industry where provider switching is common and customer acquisition costs continue to rise. “What makes our company unique is our staff and customer care approach,” Mestroni states.“A logistics broker fundamentally serves as a facilitator, similar to how phone directories once connected consumers with service providers. The real challenge lies in securing reputable companies that consistently deliver on their promises.” The logistics brokerage model operates on thin margins, typically we run 5-10% on domestic shipments, making customer retention essential for profitability. “We position ourselves as neither the most expensive nor the cheapest option, but one offering honest pricing and reliability,” explains Mestroni.“We want customers to focus on their core business while trusting us as genuine partners in transportation solutions.” This partnership approach includes proactive problem resolution. When service failures occur, North Atlantic often absorbs costs that carriers might not refund, prioritizing long-term relationships over short-term margins. “Sometimes deliveries arrive late because a driver 129 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 06 NORTH ATLANTIC INTERNATIONAL LOGISTICS
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