5 Myths About Freight Forwarding Software
Myth #5 – Technology Replaces People in Freight Forwarding
Countering Commonly Held Myths
Many forwarders are concerned that investing in automation and artificial intelligence (AI) means replacing experienced staff. The reality is that freight forwarding is a people-centric business built on expertise, relationships, and the ability to solve complex logistics challenges. In the 5th and final installment of Descartes’ series, “The 5 Myths of Freight Forwarding Software”, we explore how automation is helping freight forwarders work more efficiency using rich and accurate data.
The Reality: Automation Supports People Rather than Replacing Them
Freight forwarding requires industry expertise and the ability to make informed decisions in an environment where customs regulations, customer requirements, and carrier capacity are continuously shifting. While automation and AI can streamline routine processes and improve access to information, they cannot replace the experience or customer relationships that define successful freight forwarders.
Modern freight forwarders are turning to technology to support logistics professionals by automating tasks such as booking with carriers, finding the best freight rates, automating document management, communicating status updates with customers, maintaining financial records, and ensuring compliance with customs regulations.
Why Does the Myth Persist?
Headlines focus on AI taking over jobs, creating the impression that logistics professionals will become less important as technology evolves. The myth also persists because some equate AI with chatbots or autonomous systems while the greatest value of modern freight forwarding technology comes from embedding AI into everyday operational workflows. Rather than functioning as a standalone tool, AI assists with everyday operational tasks to serve as a digital co-worker, helping employees work more efficiently, not replacing them. However, technology cannot add value unless the data behind it is complete and accurate.
Why Is Accurate Data Important for Technology to Add Value?
Technology can automate work and identify patterns only if data behind it is complete and accurate. In freight forwarding, where shipment information changes continuously, inaccurate information can lead to operational delays and compliance issues.
The greatest value of technology comes when it is grounded in real-world operational data. This is where the Descartes Global Logistics Network™ (Descartes GLN™) delivers a key differentiator for customers. The Descartes GLN securely connects thousands of logistics organizations, carriers, customs authorities, and trading partners while capturing billions of real-world logistics transactions and events.
Descartes’ extensive network provides the operational context that enables AI to deliver more accurate, relevant, and actionable insights than models relying solely on public or synthetic data. Rather than starting from scratch with every shipment, Descartes can leverage the intelligence of the connected network to improve visibility, automate routine processes, identify exceptions earlier, and support better decision-making across the shipment lifecycle.
Conclusion
Technology is not replacing people in freight forwarding. Instead, it is enabling experienced logistics professionals to work more efficiently. However, the value of automation and AI depends on the quality of the data behind it. Without complete, accurate, and timely operational data, even the most advanced technology cannot deliver meaningful insights or reliable recommendations.
That's why a connected platform supported by trusted data, such as Descartes GLN, provides a significant advantage. By combining real-world logistics intelligence with AI-powered capabilities, freight forwarders gain the visibility, context, and decision support needed to improve operational performance.
How Can Descartes Help?
Descartes helps freight forwarders simplify modernization through purpose-built freight forwarding software, proven implementation expertise, and a connected global logistics ecosystem.
Industry-Focused Implementation Experience
Descartes leverages extensive logistics industry experience and established implementation methodologies to help organizations reduce risk and accelerate deployment. Here is what to expect during our implementation process:
A Solution Proposal & Implementation Timeline
Once you’re ready to hit the ground running, we’ll build out a clear timeline with milestones to detail how we can get you live as soon as possible.
Train Users & Roll Out in Phases
We deliver role-specific training supported by clear, accessible documentation. We start with a pilot rollout in a selected region or business unit to validate the solution in a real-world setting. We then gather feedback from pilot users, address any issues, and refine the setup. Once stabilized, we proceed with a phased rollout across the organization to minimize disruption and ensure adoption.
By the time you reach go-live, your operations team will be ready to use Descartes Forwarder Software with confidence.
Monitor Performance & Drive Continuous Improvement
We define and track key performance indicators (KPIs). We leverage analytics and reporting tools to monitor performance in real time.
We establish a cadence for regular reviews to identify improvement opportunities. We then leverage those insights to fine-tune workflows, enhance user experience, and ensure the Forwarder Software continues to deliver value as business needs evolve.
Ongoing Support
With Descartes, you’re gaining a solid team that will support you and your business as it continues to grow. Our live customer support team will remain available, providing ongoing attention to ensure things run smoothly.