Driven by its mantra to deliver outstanding concierge logistics services, JMC Global is celebrating its 18th year as a freight forwarding company. Profitable from its first year, the company’s success is powered by a focus on client-centricity. Today, JMC leverages a confluence of technology, partner networks and human elements to deliver superior service and provide customers with real-time updates on their shipments.

Since its inception, JMC has evolved from an ocean carrier and non-vessel operating common career (NVOCC) to a complete logistics provider. Its responsiveness to customer demands and exceptional service sparked an evolution. Over the following two decades, it expanded to include trucking, warehousing, installation, special services, insurance and customs clearance services. Another crucial factor in JMC’s adaptability is its agile size and adaptive leadership, which enable the company to swiftly pivot to meet demand.

“Adapting to industry changes, we strategically prioritize real-time access to shipment information to provide enhanced visibility to customers,” says Kelly Morgan, President.

A Visual Approach to Enhancing Customer Experiences

Recognizing that clients prioritize what they can easily see and understand, JMC adopts a “pull strategy,” which offers real-time shipment visibility. Instead of pushing information, it starts tracking from the moment a shipment begins and provides customers with clear, visual updates.

“Our approach provides real-time status of goods in transit and analyzes trends from snapshots to offer deeper insights into the overall journey and delivery timeline,” states Linda Crawley, CEO.

To support this strategy, JMC integrates various media capabilities, creating videos that complement its control of data, materials, and purchase orders. JMC’s campaign monitor and video updates are crucial sources of information. They offer insights into market trends and significant events that may affect the supply chain. By integrating multiple technologies, it delivers a cohesive and informative customer experience.

Innovating Traditionally Fragmented Tasks

Building on its foundational technology strategies, JMC continuously enhances its capabilities to meet the evolving demands of its clients. For instance, with the increasing demand for real-time and virtual information, JMC is actively integrating AI into its tools. This seamless incorporation of AI builds upon JMC’s existing technological infrastructure to ensure quicker responses and more effective problem-solving.

“At JMC, we use automated interview systems and a suite of specialized apps to streamline operations and manage customer projects efficiently,” says John Crawley, COO.

JMC employs 50 interconnected applications to streamline operations and provide clients with comprehensive tools and information. For example, its Daily Install app offers real-time updates and detailed progress overviews, while the Dedicated Network Application (DNA) provides a social media-like feed of structured comments, videos, and pictures. Equally impressive is its meeting-related software, accessible via phone or computer to ensure effective collaboration. Other applications provide functionalities such as pricing and service details, including maps and staff information, reinforcing its reputation for providing valuable, industry-specific information.

“Our knowledge-sharing mindset helps clients navigate industry changes and prepare for the future,” Rainie Crawley, marketing director.

Enhancing Internal Operations and Client Interactions with AI

The integration of AI extends beyond operational efficiency. JMC uses AI for its training programs. Using powerful internal development platforms like Synthesia, which features realistic video avatars, is used for training walkthroughs and service explanations, it educates internal and external assets. This ensures the JMC team is up-to-date with the latest industry trends and technology and its customers are always wellinformed.

At the same time, JMC is actively integrating AI into its tools in response to the increasing demand for virtual information. This implementation ensures quicker response and problem-solving for clients, optimizing their operations and enhancing the quality of interactions across transportation, warehousing and equipment installation projects. It continues to maintain a personalized touch, blending AI and the human element to provide exceptional and efficient service tailored to client needs.

Combining Customer Focus with Technology-Driven Strategies

With new clients, JMC advocates building custom logistics models. It proposes a personalized approach, branding the logistics model as ‘My Logistics powered by JMC.’ This strategy allows clients to stand out with a tailored solution that meets their needs. It recently completed a significant project for a major theme park, where its process enabled the operators to monitor and stay on track throughout the development of the amusement venue. Customized weekly reports ensured they had vital information without having to search for it complemented by top-notch customer service.

This success, coupled with testimonials like that of the vice president of Wyndham Hotels & Resorts—“The technology that JMC uses allows us to see anywhere in the world, including transportation and logistics activities occurring in our hotels or properties”—demonstrates JMC’s ability to make the invisible visible.

Powered by its distinct blend of forward-looking leadership, client-centric technology implementation and deep industry knowledge, JMC is not just a logistics service provider but a trusted partner that navigates the complexities of the landscape and consistently delivers value.