Shortly after the COVID-related market disruptions of 2020, Aquawalls was looking for a third-party logistics company that would offer greater attention to detail and better communication for its unique shipping needs, which often includes much larger pallets than customers are used to receiving.
Shipping manager Kevin Brass was familiar with Fello Logistics vice president Dylan Campbell from a previous professional engagement, and had always been impressed with his excellent communication and willingness to solve problems.
Aquawalls made the decision in 2020 to trust Fello Logistics with 100 percent of its freight brokerage needs and has never looked back.
Fello Logistics continues to handle 100 percent of Aquawalls’ freight brokerage needs, and has helped facilitate a solid period of growth for Aquawalls. Perhaps most importantly, as Brass explains, “I went from stressing out constantly every day about our deliveries to simply being confident Fello would take care of everything, and they do. We’ve grown together by leaps and bounds, and we couldn’t have done it without them.”
Dylan Campbell’s Communication Style:
“He’s called me at 9 at night. He’s called me on the weekends. When you’re in transportation you always have problems. You can’t control what a driver does. But he and his team are always on top of things, and they make sure I am too.”
Fello’s Handling of Aquawalls’ Unique Shipping Needs
“We’re not a dock-to-dock like most companies. We’re a dock to a customer that has never seen a pallet before – pallets that are nine feet long, six feet wide and 3,000 pounds to a customer that’s never received a normal pallet. So our customers need a lot of handholding. And Dylan and his crews are very good at that. Their communication is off the charts.”
Dealing With Information Gaps
“Drivers don’t like people knowing where they’re at, so you get a lot of bad information. It can be confusing for our customers. Maybe there’s a delivery address that the driver only goes to on Wednesdays, but the customer sees it docked on a Monday and wants to know why. Fello fills in those information gaps. They call customers multiple times. They’re constantly e-mailing. You never have a problem.”
Keeping the Boss Happy
“When my boss asks where something’s at, I know, because I get daily updates from Fello.”
Technology Platforms vs. Personal Communication
“Technology platforms are great for companies that send out 300 pallets a day, and Fello has that technology and does great work for companies that size. When I was the operations manager at Polaris, with five different locations across the country, that was just what we needed. But especially for a midsize-to-small company, I’d rather have the communication. Fello has sat down with us numerous times, and they not only know us as customers, they know our customers too.”
Trusting Fello with 100 Percent of Surfacequest’s Freight Brokerage Needs
“The way Dylan and Angela handle things, there’s no reason not to trust them with 100 percent of our business. I’d make things harder on myself if I did. Their willingness to address problems as fast as possible, even on nights and weekends, and their willingness to sit down and listen – they really do have an amazing company.”
Fello Logistics is known for integrity, reliability, industry-leading customer service and genuine care for it’s clients. Learn more about our freight shipping services.
