Digital Freight Forwarder Cargoboard Completes Platform Optimization

With the project “Cargoboard 2.0”, the eponymous digital freight forwarder completed its most important optimization initiative at the start of 2025. The innovations include front-end and back-end improvements that make booking and processing orders easier and more efficient.

(Paderborn) As early as 2024, the improvements were noticeable with a new record month of well over 30,000 shipments in October 2024 – amidst a challenging market environment. Around 1,000 customers were involved in the planning and implementation and significantly influenced the further development.

“I was invited by Cargoboard to test the revised order processing live. I was positively impressed by the fact that my suggestions for improvement, inquiries, and objections were always responded to very quickly. The test run was not one of the usual marketing gimmicks, but here business partners supported each other – and always on an equal footing,” summarizes Dirk Freitag, Managing Director of Laboreinkauf.de, the relaunch approach from the customer’s perspective.

By evaluating hundreds of questionnaires and exchanging ideas with customers, the functions of the platform and their benefits could be explored more deeply. “For example, we found out that some of our solutions were not as well known as we thought. We were able to make these more visible in the redesign of the user guidance and menu arrangements. This now accelerates the booking process by 15 percent,” describes Lukas Petrasch, founder and CEO of Cargoboard, exemplifying a result of this approach.

Operational Processes Optimized Before Design Update

Aside from the redesign of the booking portal, Cargoboard reduced the response time for customer inquiries via phone or chat to just 80 seconds through new hires and process optimizations. The punctuality rate for pickups and deliveries increased by 15 percent last year due to more efficient cooperation with the transport companies commissioned by the digital freight forwarder. These changes have also impacted customer satisfaction, as evidenced by an 11 percent increase in the Net Promoter Score (NPS).

Continuously Grown with Clients

“It represents an outstanding achievement of our team that we managed all of this while maintaining operations, increasing shipment volumes, and an expanded range of relations, partly fueled by new partnerships and locations,” emphasizes Cargoboard CEO Lukas Petrasch. “That we could rely on the great support of our customers for the ‘Cargoboard 2.0’ project is the icing on the cake of this largest update initiative since our founding in 2019. We have continuously grown with our clients, broke the sound barrier of one million shipments in 2024, and have now created the conditions to continue doing this with Cargoboard users at a much higher service level.”.

Photo: © Cargoboard