Interview with Domen Rožman, Senior Project Manager at Eurosender

Domen Rožman joined Eurosender in 2019, after spending several years working with different courier companies, where his core responsibilities were focused on bigger logistics projects and business development. At Eurosender, Domen is currently working as a Senior Project Manager. He is part of some of our biggest logistics projects where he continues mastering his logistics and development-related know-how.

1. Did you ever work in a digital logistics company before you joined Eurosender?

Before I joined Eurosender, I had worked in different logistics companies, and some of them had already done the first basic steps towards digitalisation. But working with such a digitalised system and translating traditional logistics into a digital process as we are doing at Eurosender, was a completely new world to me.

Having the tools and offering digitalised solutions to tackle traditional logistics issues is the future and many of our customers have already recognized the benefits. With one click, any customer can choose among many different courier services, be it a private or a business user. Via our digitalised dashboard, we offer online quotes and full transparency. We are doing our best to optimize each and every logistics process in-house. We have come a long way, but we still have many challenges on the go!

2. Based on your experience, how can business users benefit from such a digitalised logistics hub?

Our business customers face different issues and they search for different solutions. But all of them want to get the best service for the best price in the shortest time possible.

On one side, if a customer contacts our logistics experts, they all have access to thousands of instant quotes through our pricing algorithm, which provides them with the final price within seconds. It helps them to prepare an offer and find the most suitable shipping solution in a very short time. We all know time is money nowadays more than ever!

On the other side, we offer our clients technologically advanced 21st-century logistics solutions through our sophisticated dashboard. It gives them full autonomy to manage and have control over their logistics operations in one place. They have a complete overview over invoicing, can track all their current orders and have access to all their current and past orders data.

Those who use the Eurosender control tower services can regularly follow their own KPIs. Together, we seek different solutions for their own customers, which always means added value in the terms of selling, relationship and optimisation.

3. Do you think that digitalised logistics services help them save time?

Yes, definitely. One thing is to have everything only one click away, which can greatly help reduce the time spent by the person responsible for the company’s logistics operations. But I would say that having access to digitalised logistics services, procurement, and a control tower all at the same time, can have an even greater impact on the time spent within a whole organisation.

We believe that our customers from different industries search for professional digitalised services so they can focus on their main activity – leading their business. And here at Eurosender, we are their control tower, we help them with a full take-over of their logistics operations and reduce the time they spend on them.

4. Is it possible or even doable for a company to try to cover so many logistics services in one single platform?

It is possible, of course, and at Eurosender we already proved it. When a customer visits our platform they will see our large scope of different logistics services available. But we will not stop here. We have more upcoming logistics solutions in the pipeline which are in different development stages and once ready we will offer them to our clients. We take them case by case and fully devote ourselves to each of them. This enables us to offer a hybrid model, which can either operate via our platform or via a dedicated key-account manager and operation team. This means that we are able to combine different verticals with the online or digital options.

5. Is this large scope of various logistics services the main reason for Eurosender’s success?

The main reason Eurosender is so successful is that we are combining traditional logistics with a digital holistic platform. Before Eurosender, logistics companies had been focusing more on tight or common verticals, which means that they were specialised in them. But at Eurosender, we try to see the bigger picture. When we started, we stepped into the client’s shoes. Our core audiences were not big or multimillion revenue clients but SMEs and individuals. We soon realised where the real potential was. Our goal was to digitalise our services so every client, no matter the size, would be able to use them with one click.

6. How much did Eurosender grow in terms of registered businesses?

At the very beginning, our platform was used mainly by individuals, among them many students. With time, we started growing as a company and we took smart, well-thought and geostrategic decisions on the global market. We began with field and organizational sales, which means that we used different channels to sell our services to different B2B and other bigger clients on the international level. Today, we are trusted by more than 85 thousand business users from all over the world. With the strategy of dedicated key account managers and dedicated logistics teams operating as their control towers, combining traditional with digital, we welcome new customers every single day.

7. Would you say undoubtedly that digital is the way to go?

Without digitalisation, even one of the oldest industries – logistics, cannot survive. The world is changing, and so we need to sync with it. We can see that the biggest supply chains can be controlled remotely. This means that we can support the supply chain from an office in Luxembourg and measure performance with real-time visibility and AI internationally.

8. After a client books a selected service, what other advantages he still has with a digital dashboard?

When a client books the service, our logistics professionals are in contact with him, offering track & trace and aftersales support on every step. Once the shipment is delivered and all documentation is closed, everything will be stored in the client’s unique dashboard, which is constantly available to him to use at any given time.

With this sophisticated dashboard, every single client can control all the expenses, previous orders, documentation and invoices. Leading the file sub-ledger and closing the month/yearly costs, should be much more efficient with one click away dashboard. They can download different types of reports, which serve in the terms of KPIs and support their operations to track the service level also with their clients.

9. What if a company wants to book an ad-hoc service? Can Eurosender provide that?

We have a hybrid model. Our customers can use the platform where all the processes are done online. But as we believe that a personal approach is also very important, we offer and cooperate with many clients also via sales departments, dedicated key account managers and logistics operational professionals, where communication is done in the traditional way via emails and calls. The client communicates with a dedicated team at Euorosender which serves as his control tower.

Our average response time to have an offer submitted is 27 minutes. This means that with dedication, we can offer a tailor-made solution to the client together with his requirements.

10. How do you connect ad-hoc services to the digital dashboard? Does it still make sense in this case for companies to have it?

A very good question and here I believe, Eurosender can show the strength of connecting the traditional and digital logistics. As we believe that it’s extremely important for each client to have a digital track, we have developed a system where all the manual work is synchronized with our system without human interference, which is important so it reduces the impact and time. When an order is confirmed, the client can already see it in the dashboard and from there they can also track and control the processes. Even if the order is done manually or on the spot, it will be in the system. For the clients, it’s important to have full reports and also to see the actual shipments so we reduce the time on follow-up. As said, logistics is not the main activity for our clients, so we take our role as their control tower very seriously as we need to offer traditional logistics digitalised.

11. When I hear digital logistics dashboard I think mostly of e-commerce and companies selling small parcels. How can a digital dashboard help big companies ship containers, full trucks, cargo by sea, etc?

One thing is that with us, they have one click to the order, the other thing is that with that they get full transparency and AI. Let’s say, that companies are using different providers for different logistics verticals, and with that their logistics managers and operations need to follow up with different providers. This takes time and we know that time is a cost as well. Eurosender offers our services both ways, via the platform and manually – via calls and emails, which means that we adapt to each client’s needs and requirements, while the services and reports are available at any time on the unique dashboard.