In the airfreight industry, digitalisation has emerged as a game-changer. It has not only transformed the roles and responsibilities of General Sales & Service Agents (GSSAs) but has also ushered in a new era of efficiency, customer-centricity, and adaptability. Group Concorde recognises that technological innovation will dramatically reshape the sector; streamlining operations throughdigital tools and automation, leveraging data analytics for route optimisation and pricing, enhancing customer service with real-time tracking and quicker issue resolution, integrating with e-commerce platforms for efficient cargo movement, ensuring compliance with evolving customs and regulations, coordinating with various supply chain stakeholders for improved visibility, optimising costs using digital resources, and prioritising security measures to safeguard data and cargo from cyber threats.
In essence, digitalisation will make GSSAs more efficient, data-driven, and customer-centric in meeting the evolving demands of the air cargo supply chain.
“Digitalisation offers significant advantages for GSSAs as it streamlines cargo booking, tracking, and reporting processes, leading to increased efficiency, accuracy, and improved customer experiences,” Prithviraj Chug, CEO, Group Concorde, said.
“For GSSAs, digitalisation means faster and more accurate cargo bookings, real-time tracking capabilities, and access to valuable data insights. It will reduce the operational costs, enhance transparency, and allow for data-driven decision-making.”
GSSA’s can capitalise on the surge in e-commerce by providing specialised logistics solutions, such as efficient last-mile delivery and returns management, to cater to the needs of online retailers.
There is a rising demand for pharmaceutical cargo, offering an opportunity for the agents to offer secure and temperature-controlled transportation services for these valuable goods. Further, embracing eco-friendly practices, including the use of sustainable packaging materials and carbon-neutral shipping options, can attract environmentally-conscious customers and align with global sustainability trends.
Lastly, leveraging advanced digital tools and technologies for cargo tracking, management, and customer service can lead to operational efficiencies and improved customer experiences. “We anticipate that the e-commerce segment will play a crucial role in the upcoming months,” Chug stated. “Additionally, there is a growing demand for electronics and pharmaceuticals, and even automotive demand is surging post-COVID, especially in Asian markets where there is increased demand for both hybrid and electric vehicles.”
The pandemic has brought both challenges and opportunities for GSSAs in the cargo aviation sector. While they faced operational hurdles due to reduced capacity and health protocols, they also played a crucial role in transporting essential goods. Adapting to a digitalised landscape and diversifying services have been key strategies to navigate these turbulent times successfully. Looking forward, these agents are likely to continue evolving as the airfreight industry responds to ongoing changes in global logistics.
The demand has gradually been decreasing, while the supply has consistently increased, leading to a depreciation in yields. “Nevertheless, there are some positive signs, especially from the Asian markets, especially in the last quarter, and we anticipate a much-improved situation as we head into 2024,” Chug added.
“Our priority is to maximise the load factor, achieve the best available yields, and remain vigilant for opportunities while maintaining strong customer relationships. We anticipate stronger worldwide demand in 2024, particularly in the second half of the year.”
