What's New at New Penn

Peak performance

Peak season is on us, and for many, it's the make-or-break time of year. After a deep recession and sluggish recovery, shippers feel pressured to make sure their customer service also is at peak performance. 

As the shipper-voted Quest for Quality award winner for outstanding performance for 16 consecutive years, New Penn is ready to help!

We know your transportation service provider is an extension of your business when deliveries arrive at your customers' docks. We work hard to make sure that experience is a good one. Our Quality Freight Handling Index builds error prevention into our procedures. The result is an industry-leading claims ratio of 0.39 percent year-to-date.

If you've been burned by past providers who profess on-time service, but deliver something else, it's time to call New Penn. Our overall on-time performance is always in the 98-percent range, and even higher for our expedited and guaranteed services.

And never feel unprepared when your customer asks about shipment delivery. Our driver-carried technology helps you stay informed on the status of your shipment from pickup to delivery with continuously-updated information.

For transportation that's as customer-focused as you are, go to newpenn.com or call 1-800-285-5000.

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Points on Performance

An ounce of prevention is worth a pound of cure

New Penn is an industry leader in damage-free shipping with claims consistently below the industry average, and a claims ratio of 0.39 percent for the first half of 2010. One reason is our proactive effort to prevent loss or damage from ever happening.

Our Quality Freight Handling Index(QFHI) monitors and measures freight handling errors right on the delivery receipt. This alerts us to where problems exist, so that we can identify the cause of the error and work to eliminate it. QFHI measures service for outbound deliveries, inbound deliveries and activities at the origin service center.

One example of this preventive approach was our measuring of improperly loaded shipments. We saw the problem, identified the cause and developed procedures to address it. The result is that today, we average only one such shipment for every 775 handled, meaning 99.87 percent of shipments are loaded to the correct destination the first time.

Training and education are a big part of preventing errors from happening. Supervisors are trained alongside drivers on loading practices. Hazardous material safety training has led to New Penn achieving the Department of Transportation's highest possible compliance rating. And driver education keeps New Penn drivers current on highway regulations, updated New Penn procedures, and customer-specific delivery and handling requirements.

Experience the reliability that comes when quality is built into service. Schedule a pickup at www.newpenn.com or call 1-800-285-5000.

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News/Other Services

Cross-border to Canada with confidence

Trade with Canada is bouncing back. According to the Bureau of Transportation Statistics, May 2010 surface transportation trade was up by 37.5 percent, compared with May 2009, and total trade value was placed at $40.2 billion.

New Penn can help you stake your claim on these improvements in cross-border commerce with transportation services that deliver velocity and precision.

Our guaranteed service into the Greater Toronto Area (GTA) gives you options along with peace of mind. You can choose Guaranteed Next-Day into the GTA or three levels of Guaranteed Second-Day service with delivery by 9 a.m., noon or 3:30 p.m. to all direct Ontario points. We also direct deliver to points in Quebec and Ontario with standard next-day and two-day service.

Our cross-border expertise also extends to the border-crossing process. Our 24-hour Customs Processing Center simplifies customs processes for you and facilitates our on-time service. And our certification and compliance with trade programs, such as FAST, PARS and C-TPAT help keep your supply chain secure while minimizing border delays.

As with all shipments New Penn handles, our low claim ratio ensures your cross-border shipment will arrive intact.

Find out how New Penn can help you keep your cross-border business running smoothly. Schedule a pickup at newpenn.com or call 1-800-285-5000.

Delivering an exceptional customer experience

Ask Marielle Peloquin, customer service representative in our Montreal service center, about her job, and she'll jokingly reply, in either French or English, "The only thing I don't do is drive the trucks!" 

Marielle has been in the transportation industry for 26 years, 16 of them at New Penn, "It is my life!"

This experience makes Marielle the "go-to" person for traditional customer service responsibilities along with other office administration functions.

"I do rate quotes, enter pickups in the system, trace shipments and provide proof of delivery . . . whatever the customer needs. I also handle payroll and third-party customer billing," she says. Marielle adds that this summer while co-workers were on vacation, she also supported compliance with the cross-border programs PARS and ACE.

Marielle takes pleasure in the variety of her work, and admits that, "Customer service is my favorite part of the job." She cites the variety of work and the follow up involved in handling customers' requests for information.

And customers appreciate the responsive service they receive from New Penn. "Customers like the way we quickly answer their questions. And if we don't have the answer, we find it and call back quickly."

"I am very glad to work for New Penn," says this mother of three and grandmother of three.

Marielle is just one example of the people and service that keep customers coming back to New Penn. Experience New Penn service for yourself--schedule your next shipment at www.newpenn.com or call 1-800-285-5000.

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A place New Penn calls home

Montreal, Quebec

Montreal glows as a city of contrasts and diversity. This island city, situated at the confluence of three rivers—the St. Lawrence, the Rivière Des Prairies and the Ottawa—draws its name from Mont Royal, the 764-foot high mountain overlooking the city.

Divided into English and French areas by Saint Laurent Boulevard (known locally as "The Main"), expect to hear "bonjour" while walking the old-world cobblestone streets of Old Montreal, "hello" in the English entertainment area of Bishop Street and Crescent Street, "ciao" in the espresso bars and shops of Little Italy or any of the other 35 languages spoken in this cosmopolitan city.

Visitors to Montreal have plenty to see. The Notre-Dame Basilica dates back to 1656 and features the city's history in its stained glass windows. The Montreal Botanical Gardens contains more than 20,000 different types of plants in 21 unique garden settings. And the Biodome de Montreal, a holdover from the 1976 Olympics, brings visitors to four different ecological habitats, each complete with its native plants and animals.

Cross the St. Lawrence River and find yourself on the Montreal Islands, the location of Expo '67, the extremely successful 1967 World's Fair. Today, few structures remain, but those that do are striking . . . the weightless dome of the U.S. Pavilion and the cellular residences of Habitat 67 among the most notable.

Go to Underground City and experience the shopping, dining, and apartments connected by networks of walkways and subway lines, all without ever facing the winter cold. And speaking of subways, did you know that different designers designed each of the Metro's 62 stations and no two stations look alike?

New Penn knows Montreal, and shippers know they can count on New Penn, the leader in next-day service. To schedule a pickup, go to newpenn.com or call 1-800-285-5000.

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Industry News

U.S. consumer spending and incomes stall

Spending in June remained flat after a 0.1 percent gain in May. For the first time since September, incomes did not go up, and the unemployment rate is close to a 26-year high. While the savings rate is at its highest level in a year, economists are mixed on what this means for consumer spending.

Canada GDP gains ground

Canada GDP in May was up 0.1 percent, a small improvement over April. The increase is associated with expansion in goods-producing industries, including a 3.4 percent increase in mining, and oil and gas extraction. Expectations are for further strengthening in the June report.

Cargo scanning rules challenged

The bipartisan Advisory Committee on Commercial Operations of Customs and Border Protection is urging the Department of Homeland Security to repeal the rules requiring 100-percent scanning of ocean cargo and 100-percent screening of air cargo. The committee favors shifting supply-chain security efforts to air and land transportation security with risk-based measures that target high–risk shipments.

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