Points on Performance
The facts of customer service
New Penn gives you the information and answers you need to provide great service to your customers.
With our online shipment reports, we can provide timely updates on your shipment status. Our NP-Connex on-board computers facilitate communications among our drivers, our dispatchers, and you to give you up-to-the-minute, real-time data on the status of your shipment.
Our transit reports provide all the details you need to better manage your supply chain—shipments, weight, charges by state or New Penn service center, and delivery performance.
When it comes to managing your transportation budget, we have reports that can help you do that, too. Our online reports can track inbound and outbound shipment charges for a quick picture of where your transportation dollars are going.
With a wide variety of standard reports available on the Web, or delivered as emails or faxes, New Penn gives you information to analyze your transportation activities so that you can improve your customer service and better manage your business. You can also download customized data into Excel, directly from our website!
To learn more about our reporting capabilities, go to newpenn.com or talk with your account executive to create a report customized to your needs.
Delivering an exceptional customer experience
E.H. Arnold, our president for many years, always said, "We can't do anything 100 percent better, but we can do 100 things one percent better," recalls Tony Nicosia, regional vice president of sales for New Penn. That attitude, focusing on continuous improvement and best practices, has led to many positive changes for our customers and New Penn throughout the years.
"When I started with the company in 1982, our service was primarily next-day, Boston to Philly and Eastern Pennsylvania," says Nicosia. "Our customers told us they wanted next-day service to more locations. We listened, and we expanded, adding new territories, always with a desire to serve."
That attitude of listening prevails today. "We listen to everyone for ideas, and we don't get hung up on egos," says Nicosia. "Whether the ideas come from a customer or a New Penn employee, we listen, evaluate, and if it will result in better service, we'll act on it.
"Back in the '80s and '90s, when 'quality' became the buzz word, and customers started to focus on just-in-time processes, we looked at what we were doing and realized we already were practicing those principles. It's just the way we do business at New Penn."
After 29 years in sales at New Penn, Nicosia still loves closing a sale, winning shipments from other providers, and the many relationships he's enjoyed with customers over his career.
"My biggest joy comes from mentoring our sales people, watching them develop, take on new roles and prepare to be our future leaders. We have a strong sales team that knows the business, understands the nature of our customer's cargo, and the questions to ask. And we continue to instill in them the importance of doing things with New Penn Pride," adds Nicosia.
"New Penn Pride is a real concept, a culture, a way of doing things, not just an idea. We live it, and we breathe it. We are each responsible for it. It began with a collective determination, and continues through our dedication to strive everyday for perfection," Nicosia says. "I am comfortable that our company's future is secure in the quality and pride of our people."
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All New Penn Guaranteed Precision services are easy to schedule and include automatic, real-time delivery notification. And with 99 percent delivery reliability, we can keep our guarantee hassle-free: In the unlikely event we don't deliver on-time, your freight charges are automatically removed with no need to file a claim.
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