Can Do, Will Do: Booth's Logistics is Pioneering Customer Experience

Discover how Booth's Logistics is partnering with Origin to create a cutting-edge customer portal, transforming their supply chain operations and setting new standards for customer service.

In the ever-evolving and hyper-competitive world of logistics, how do you create a point of difference? By leveraging every aspect of your business as an opportunity to stand out.

That’s the mission ofBooth’s Logistics. From their impressiveGateway Program, to their ongoing commitment to innovation and technology, Booth’s have proven to be an industry leader by constantly keeping their foot on the pedal. “Our ‘Can Do, Will Do’ attitude is the driving force behind our commitment to continuous improvement and our continued investment in being a market innovator.” says James Beckwith, Customer Technology Lead at Booth's.

Elevating the customer experience

In today's fast-paced technology landscape, expectations are higher than ever. To accommodate the constant requirement to make time-critical business decisions, customers need access to real-time information and self-service tools.

Acknowledging this shift, Booth’s set out to understand the needs of their internal team and customers. What they found formed the basis for their vision of a world-class Customer Portal experience. "We recognised that our customers needed more than just a traditional consignment tracking platform," says James. "They require a single portal that could surface data from every part of Booth's business, including Transport, Warehousing, Health and Safety, Finance and Carbon Emissions reporting. We needed a solution that not only provided full tracking and disruption alerts but also linked all our services in a user-friendly interface."

The Right Partner

Selecting the right partner for this ambitious project was crucial for Booth's. There are various products on the market to fill the 'solution gap' Booth’s was looking to address, but it was Origin's experience and approach that aligned with their desire to stand out from the crowd. "Origin, Sandfield’s supply chain division, shares our vision for a great customer portal and brings a wealth of expertise to ensure its successful delivery. We are excited to work with an equally ambitious company like Sandfield to bring this vision to life." says Beckwith.

Origin’s Customer Portal productwill serve as the foundation of Booth’s solution, enabling them to establish core functionality quickly and cost-effectively, while eliminating the need for multiple portals and siloed data. However, it’s Origin’s flexible architecture and customisation capabilities that will truly bring Booth’s unique vision to life and drive innovation beyond today's requirements.

Through close collaboration, the interface and functionality of the product can be tailored to meet the specific needs of Booth’s diverse user base. "The goal is to create a portal that offers a seamless user experience," Beckwith explains. "It will be a visually stunning interface designed to be the gateway to all of Booth's supply chain services. The portal will facilitate seamless communication, efficient collaboration, and enhanced engagement for all stakeholders. This project underscores our commitment to leveraging technology for a more connected and user-friendly logistics experience."

Minimising risk, maximising impact

Deploying new technology requires careful consideration, not just for strategic stakeholders, but also for the end-users who will ultimately interact with it. The Booth’s team understands the importance of a seamless transition, especially when it comes to mitigating any potential impacts on customers.

Booth’s has opted for a phased implementation approach. This will not only allow them to utilise the system within a shorter time-frame, but also provide an opportunity to capture and adapt to any early feedback and insights.

The initial phase of the Portal solution will primarily focus on addressing core competencies within their Transport and Container services, while subsequent iterations will introduce more innovative features for both internal and external stakeholders.

With a focus on user experience, comprehensive service integration, and continuous innovation, this portal is set to provide unparalleled value to Booth's customers and internal operational teams.

“We are excited to collaborate with a forward-thinking company like Booth’s, a perfect partner that shares our commitment to challenging the status quo. Capitalising on often overlooked aspects of our industry, together, we will drive innovation.” says Mark Robilliard, Solution Specialist, Origin.

B CONNECTED: Booth’s Logistics new customer portal goes live

Booth’s Logisticshas set a new benchmark in customer-centric innovation with the launch ofB CONNECTED, their cutting-edge Customer Portal. Designed to revolutionise how customers interact with their transport and logistics services, B CONNECTED combines real-time visibility, actionable insights, and self-service tools into a single source of truth. It’s a game-changer for both customers and internal teams, delivering unmatched control and convenience.

“We don’t always aim to be first,” says Dallas Vince, CEO of Booth’s Logistics, “but we strive to be different.” And B CONNECTED is a testament to this philosophy, blending powerful technology with Booth’s distinct brand and service offerings to create an experience that stands out in the market.

About Booth’s Logistics

Booth’s Logistics operates a fleet of over 400 trucks and manages 130,000 square metres of warehousing within 40 facilities across NZ, supported by a team of over 800 professionals. They provide end-to-end logistics services, including transport, warehousing, third-party logistics, and container handling, ensuring efficient supply chain solutions for their clients.

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B CONNECTED: The Origin Portal, tailored to Booth’s

In a world where logistics providers often juggle multiple independent systems, Booth’s faced the challenge of providing a unified view of their supply chain. Their diverse systems, while specialised for specific operational functions, lacked the integration and visibility needed to deliver seamless customer experiences.

That’s where Origin stepped in. TheOrigin Portal productis designed to integrate data across any operational system and can be uniquely tailored to their needs, enabling Booth’s to take ownership of their customer experience—future-proofing it for evolving needs as the solution ‘B CONNECTED’. Whether it’s today’s transport data or tomorrow’s carbon reporting, the Portal offers the flexibility to grow and adapt without missing a beat.

Phase One: A Unified Solution in Action

The launch of B CONNECTED delivers an impressive suite of features and unique customisations, enhancing visibility and control for customers and Booth’s internal teams. Powered by Origin’s platform, B CONNECTED integrates Booth’s Transport Management System (TMS) for real-time tracking, streamlined communications, and self-service capabilities that reduce reliance on customer support.

Key features include:

• Real-Time Track and Trace: Full shipment visibility, complete with interactive maps.

• Public Tracking: A user-friendly feature embedded on Booth’s website.
• Custom Notifications: Updates on shipment statuses and ETAs, tailored to individual preferences.
• Booking Management: Customers can directly book and manage transport.

• Live Rate Cards: Personalised pricing for each customer.
• Network Health Monitoring: Proactive alerts for disruptions and delays.
• Streamlined Communication: Seamless connections with customer service teams.

“It’s been game-changing for our customer experience, while lifting our internal performance and making us stand out from the competition,” shares James Beckwith, Customer Technology Lead at Booth’s Logistics.

A Remarkably Smooth Launch

Launching a transformative solution like B CONNECTED is no small feat, yet Booth’s and Origin achieved it in record time. From inception to go-live, the initial phase took just three months, a timeline uncommon in the logistics industry.

“When they said it could only take three or four months, I couldn’t believe it,” recalls Vince. “I’m used to these projects dragging on. Then suddenly, we were communicating with customers because it was going live in a matter of weeks.”

Within the first week, over 300 customers were successfully onboarded—a testament to the meticulous planning and close collaboration between Booth’s and Origin.

Looking Ahead: The Next Frontier

B CONNECTED is just the beginning. Booth’s ambitious roadmap includes integrating warehousing, finance, carbon reporting, and safety modules, creating a 360-degree view of their operations. Beyond efficiency, the portal is becoming a competitive edge.

“Our sales team now has something tangible to showcase,” says Vince. “We’ve always had great people, great trucks, and a strong brand, but now we can show our customers: this is how you’ll ‘B-CONNECTED’ with us.”

Break the Mold with Origin

The partnership between Booth’s Logistics and Origin showcases the transformative power of a well-executed customer portal. If your logistics business is ready to elevate its customer experience and set itself apart from the competition, let’s talk. Origin’s tailored solutions will empower your business to thrive and innovate—just like Booth’s.