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COMPETITION WATCH: MSM shares its secrets to success

BOLTON, Ont. -- As MSM Transportation celebrates its 20th anniversary, the carrier also took a moment to ...

BOLTON, Ont. — As MSM Transportation celebrates its 20th anniversary, the carrier also took a moment to reflect back on some of the keys to its success.


The provider of commercial trucking and expedited freight services turned 20 today.


“We started MSM Transportation in 1989 as an alternative to the large American trucking companies that dominated the US/Canada transborder market at the time,” said Bob Murray, president and chief operating officer. “There was room for a Canadian carrier that combined excellent customer service with a commitment to moving freight across the border efficiently, securely, and with the fastest transit times possible.”


Murray said the company has been successful due to the following key principles:


Empower the customer: “When we established MSM in 1989, regulations in Ontario did not allow us to operate our own trucks. We developed a group of trusted partner carriers—companies that share our standards for quality and customer service,” Murray recalled. “When deregulation occurred and we established a fleet of our own, we combined this capacity with that of our network of partner carriers.”


The result – MSM was at the center of the freight transaction. “We’re not a freight-brokerage company with trucks or a trucking company that brokers,” Murray said. “We’re an integrated group of companies able to provide as much capacity and geographic coverage a customer needs.”

Guarantee satisfaction: MSM offered a 100% money-back guarantee to combat the perception the trucking industry offered questionable service. It’s an offer that still stands today, Murray said.


Deliver expertise: Murray said MSM has invested in the training and systems required to properly manage its transborder services, qualifying for a full range of border programs such as: CSA (Customs Self-Assessment); C-TPAT (Customs Trade Partners Against Terrorism); FAST (Free and Secure Trade); PAPS (Pre-Arrival Processing System); PARS (Pre-Arrival Review System); and PIP (Partners in Protection).


“We participated in the development of these programs,” Murray said. “And we share our knowledge to help customers streamline their cross-border moves.”


Be easy to do business with: Murray suggested making promises clear. In MSM’s case, transit times are published clearly in calendar days, including weekends and day of delivery. MSM also pays bills promptly (within 28 days from receipt of invoice), which has helped the company establish strong relationships with its suppliers.


Be good corporate citizens: MSM’s Murray said it’s important to give back to the community through raising money for local charities and supporting youth hockey.

Maintain financial stability: “We attract customers who value consistency, which in turn produces long-term business relationships and consistent growth in earnings and cash flow regardless of the economic conditions,” Murray said.

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