“The greatest success of our team has been our constant growth mindset throughout the COVID-19 pandemic, which can be attributed to our management team’s consistent communications with the team on protocols”
This week we are publishing an interview with Ryan Kulasekare, the COO of KMR Global Logistics, Globalia member in Vancouver, Canada. In this interview he talks about the history of his organization, how they managed to function during the pandemic, the road to success of freight forwarders and many other things.
Q. When and how did you get into the freight forwarding industry?
A. Our President Randy entered the freight forwarding industry in 1995 after specializing in international shipments. I entered the industry in 2006 by working with my father Randy from a very young age, and naturally, as I grew older we decided to open KMR Global together.
Q. Can you tell us a little about the history of KMR?
A. KMR Global was established in 2018, as a result of many years of working in this sector. My father and I decided that it was time to establish our own company in this industry.
Q. When and how did you get into the freight forwarding industry?
A. Our President Randy entered the freight forwarding industry in 1995 after specializing in international shipments. I entered the industry in 2006 by working with my father Randy from a very young age, and naturally, as I grew older we decided to open KMR Global together.
Can you tell us a little about the history of KMR?
A. KMR Global was established in 2018, as a result of many years of working in this sector. My father and I decided that it was time to establish our own company in this industry.
Q. What were the challenges you had to face during your first years?
A. As a newly established company, we were and still are continuously aiming to improve ourselves. While we were fortunate enough to have an established customer base since the conception, our main concern was to ensure that no customers felt their service level was affected.
Q.What distinguishes KMR from other freight forwarders in your city?
A. Our main focus at KMR is not only to ensure that our customers are confident about our ability to provide the requested service but also to ensure that we are looking out for their best interest while handling their shipments. If our customers are successful, then in turn KMR will also be successful.
Q. Which are the latest improvements of your company in the last 5 years?
A. We recently launched a new website which has allowed us to build our online presence and share our knowledge of the industry with others. As we enter Year 3 of operations, we find a continual upward trajectory in our growth.
Q. From your own experience, which are the keys to success in the freight forwarding industry?
A. From my experience, I feel that there are two keys to success. First, it is important to focus on building a long-lasting relationship with our customers and continuously improving our ability to service their needs. Secondly, consistency is vital. The freight forwarding industry is fast-paced, and above all, customers seek reliability and the confidence that you are going to fulfill their requests.
Q. What has been the greatest success of your team so far?
A. The greatest success of our team so far has been our constant growth mindset throughout the COVID-19 pandemic. This success can be attributed to our management team’s consistent communications with the team on protocols while ensuring that we are adhering to all precautions set forth by the WHO and Canadian health officials. Additionally, we have an open-door policy so that our employees can contact the management and discuss any issues or concerns that arise. The management ensures that they are handled appropriately and in a timely manner. At the end of the day, my team’s safety is my number one concern so we make sure that they stay informed and supported while we continue to push forward is our primary focus.
| Q. What are the main challenges facing freight forwarders at the moment and how are you dealing with them? A. Technology- trying to adapt to the continuous technological innovations can be a challenge as there is always something new. However, I do feel that these innovations ultimately enable growth and increase efficiency so we are always trying to figure out ways of implementing these new technologies to improve our services for our clients.Q. Do you think the pandemic will open new opportunities for freight forwarders in the digital field? Which ones? A. I think freight forwarders will now have to adapt to the digital direction which the industry is moving towards. Many government documents must now be submitted digitally, and many customers are even working from their homes. This should push freight forwarders to be more virtually accessible for customers, and provide tracking, and document submission to allow ease of use for their customers. Simplifying the job for customers will allow them to be free with their time and focus on their own success. |
‘‘From my experience, there are two keys to success. First, it is important to focus on building a long-lasting relationship with our customers and continuously improving our ability to service their needs. Secondly, consistency is vital. The freight forwarding industry is fast-paced, and above all, customers seek reliability and the confidence that you are going to fulfill their requests.” |
In your opinion, what does the freight forwarding industry is lacking? How would you think it should improve?
A. The freight forwarding industry lacks a customer focus. I see that many companies are only concerned with their operations rather than working with the customer’s best interest is in mind. We ensure we understand what the customers’ needs are and we always put them first. It is also my experience that the freight forwarding industry lacks friendly service so many other industries excel in. Often when calling a freight forwarder or dispatch agent customers are greeted with a flat tone and very little pleasantries, or even worse you are met with rudeness and rigidity over a small request. KMR looks to do away with this kind of behaviours and we support our customers in any way possible in a friendly and polite manner.
Q. What would be the most significant shipment your team has handled?
A. This is a difficult question for me as I believe every shipment to be significant. It is important that each and every customer, big or small, is met with the same level of attention to detail and provided with the same quality of services. It is not the size of the shipment but the quality of the service that our team holds important.
Q. How do you see your company in 10 years?
A. In ten years, I look forward to seeing my team grow as individuals as we work together to provide peace of mind to all current and future customers! It is the team that makes the KMR brand strong, so being able to watch our employees grow alongside my father and me has been and will continue to be unbelievably rewarding.Globalia members with shipments to/from Vancouver, Canada, are invited to get in touch with their professional team.
“In order to mitigate the impact of delays and cancelled shipments, we are considering reducing certain dimensions of the chain. At the same time, in order to improve volumes and revenue, we are focusing on adding more value to our services and making the chain processes more efficient”