JCtrans: Would you please make a brief introduction of your company?
Christopher Makhoul: NEOLINK are a global logistics and distribution business with headquarters in Sydney, Australia. We believe in a global marketplace that encourages international trade and operates seamlessly without apprehension or uncertainty. Our role within that marketplace is to work with companies importing & exporting to & from Australia and design bespoke client focused supply chains as an extension of their business. We do this through a range of services ranging from Air Freight, Ocean Freight, Customs Clearance, transport and warehousing to full Supply Chain Management Services.
JCtrans: Would you please talk about your core-competitiveness?
Christopher Makhoul: NEOLINK’s key points of difference lie in our combination of the most advanced application of technology, great people and dynamic company culture. We have invested heavily in technology and a client focused business model that has allowed us deliver what we believe is one of the most agile and dynamic services in the industry.
JCtrans: What do you think is the most important thing to run a logistics company?
Christopher Makhoul: One of NEOLINK’s on-going business goals is centered around the continuous improvement of automation, technological application, processes and people. The combination of these four areas of our business is what ultimately allows us to focus on delivering the best possible service to our clients. We want to take away the menial tasks that add little to no value to our clients and focus more on engaging on the proactive improvement of our clients supply chains, ultimately delivering great customer service.
JCtrans: Would you please talk about the situation of logistic industry in your country?
Christopher Makhoul: The Rail, Air and Sea Freight Forwarding industry is anticipated to continue to grow over the next five years (CAGR of 2.5% to 2022 Source: IBIS). The Bureau of Infrastructure, Transport and Regional Economics here in Australia has projected that Australia’s freight task will double between now and 2030. Currently the infrastructure in place is not able to handle this volume increase and has resulted in The Australian government increased investment in our infrastructure. The Federal Budget has allocated $10B AUD for a new National Rail Program to fund regional and rail networks over the next 10 years with better connected access to all of the major ports.
We are also starting to see increasing sophistication in our clients supply chains and service offerings. In our opinion; EDI and systems integration is no longer going to be an add on service, but a standard service element that freight/logistics companies will need to provide. The main need for this has come from the boom in online shopping where we are seeing an increase in smaller volume shipments to both consumers locally as well as export for B2B transactions.
JCtrans: Would you please talk about your strategy to explore foreign market?
Christopher Makhoul: NEOLINK has been experiencing significant growth in the past three years and as we continue to on-board more clients, it is critical that we implement these new supply chains/trade lanes with confidence. Having the right partners across the globe is vital for us in delivering an exceptional service for our customers. One area for opportunity in our business is to better integrate our systems and processes with our partners. We hope to explore partnerships and relationships that share the same passion that we do for delivering the best customer experience in the industry via technology and people.
JCtrans: What is the reason that makes you become a GCP member to develop your business?
Christopher Makhoul: We believe that the JCTrans Network will provide NEOLINK with a great platform to build new business relationships and help introduce us to possible new partners in markets where we don’t have established relationships. Our clients are always looking at new and different trade lanes where we may not have a lot of long-term experience or expertise, which is critical for us as we look to implement a new trade lane/new supplier for our customers.
Continuous improvement is a key goal of NEOLINK’s every year and we hope to also leverage the network to see best practice examples or different ways of doing things. We believe that the network can offer this in abundance and was one of the key reasons why we joined the network.
JCtrans: How do you maintain a long-term cooperation relationship with your clients?
Christopher Makhoul: Whilst providing competitive pricing is vital in winning new business, we believe that great customer service is ultimately the key reason why clients decide to continue co-operating with NEOLINK. Since we started NEOLINK; we have had a 98% client retention rate and is something that we are extremely proud of.
Customers might not care about what we do in the back end of our business, but we know that systems automation and the application of technology is vital in allowing our people to provide the best service possible to our clients.
Our company mission is to be seen by our clients as an extension of their business. As one of the owners and directors of the business; I can tell you that there isn’t a day that goes by that one of us are not meeting with or speaking to our customers. Constant and proactive communication is critical for us to keep up to date with our customers businesses to achieve that mission.