From 45 Years of Experience to Digital Efficiency: Gordon’s Agencies Jamaica Streamlines with Logitude

Discover how Gordon’s Agencies Jamaica Ltd., a leading freight forwarder with over 45 years of experience, successfully digitized their operations through the implementation of Logitude freight software. In this case study, we spoke with Wesley Gordon, CEO and Customs Broker; Dawnette Gordon, Director and Licensed Customs Broker; and Nadia Brown, Head of Administration and Training. Together, they shared insights on the company’s journey toward digital transformation, the challenges they faced, the solutions they implemented, and the measurable results achieved through their strategic adoption of Logitude.

Company Background

About Gordon’s Agencies Jamaica Ltd.

Gordon’s Agencies Jamaica Ltd. has been in operation for over 45 years, providing cargo movement and customs brokerage services for both commercial and personal clients. The company has built its reputation on three fundamental pillars:

• Reliability: Consistent, dependable service delivery.
• Efficiency: Streamlined processes that maximize operational performance.
• Exceptional Customer Service: Dedicated support for every client.

The Challenge: Navigating Digital Transformation in Traditional Logistics

An Agile Leadership: Recognizing the Need for Grow with Change

Despite a strong market position and decades of operational experience, Gordon’s Agencies’ leadership recognized critical challenges that could affect long-term competitiveness and underscored the importance of continuous investment.

CEO Wesley Gordon explained, “We believe in investing into what we do because if we do not invest, you know, we are not competitive out there in the global market so we have to invest into our company so that we can attract the type of clientele that we really need to attract”.

In addition, Dawnette Gordon, Director and Licensed Customs Broker, emphasized the fast-changing nature of the freight forwarding industry and the importance of agility: “In an industry that is always evolving, we believe that as a business we also need to evolve with the times and we here at Gordon’s Agencies, we believe in digitizing our business so that we can maintain viability in an industry that is always changing. That is why we have decided to invest in a software that would assist in our endeavor.”

Together, their vision reflects a forward-thinking mindset rooted in experience.
By acknowledging the need to adapt and embrace technology, Gordon’s Agencies continues to build on its 45-year legacy; ensuring the company remains competitive, customer-focused, and ready for the future of global freight forwarding.

The Solution: Implementing Logitude Freight Forwarding Software

Why Logitude?

In December 2022, after a thorough evaluation of available freight forwarding technology solutions, Gordon’s Agencies selected Logitude as their digital transformation partner. The decision was driven by Logitude’s comprehensive feature set, user-friendly interface, and strong track record within the freight forwarding industry.

Ms. Brown highlighted the digital portal as one of the software’s standout advantages over competitors,emphasizing the high visibility it provides throughout the shipment process: “Logitude offers a particularly distinct feature through their digital portal where other companies offer cargo and shipment tracking basically to the client. Logitude offers an ability for us to update the clients on waiting for permits, customs clearance processes and through every stage of the shipment process.”

Key Benefits and Features Experienced

1. Increased Speed & Efficiency

Automated workflows and improved communication boosted overall operational efficiency. Tasks that once required manual intervention now flow seamlessly through the system, allowing staff to focus on higher-value activities. “It has given us greater speed and efficiency” Ms. Brown illustrated. She also added: “There’s an automated feature where we’re able to send shipment arrival notices real time to our clients through our digital portal. So we are exceedingly happy with those features”.

2. Enhanced Client Experience and Satisfaction

Shipment status updates are automatically sent through Logitude’s digital portal, keeping clients informed at every stage from permits to customs clearance. Ms. Brown elaborated: “Logitude offers a particularly distinct feature in through their digital portal where companies offer cargo and shipment tracking basically to the client. Logitude offers an ability for us to update the clients on waiting for permits, customs clearance processes and through every stage of the shipment process”. This proactive communication approach eliminated the need for clients to constantly call for updates. Both Gordon’s team and their clients can upload and share invoices directly through the platform, simplifying financial processes. This integration reduced administrative overhead and improved the accuracy of financial transactions. Ms. Brown said: “We are exceedingly happy with Logitude’s features, including all of our accounting features that we’re able to do uploading invoices and sending them to clients as well as the clients are able to upload their invoices and send it to us for our attention”.

3. Mobile Functionality

Gordon’s agency benefited from the ability to send emails and updates via mobile app, eliminating dependence on desktop systems. Staff members gained flexibility to respond to clients and manage operations from anywhere, enhancing responsiveness and service quality. Ms. Brown explained: “We have a feature where we are able to send emails by app or mobile where we don’t have to depend only on the desktop features…So we are exceedingly happy with those features”.

4. Outstanding Support

Gordon’s agency is very satisfied with Logitude’s support team. Ms. Brown explained: “The Logitude team is truly a fantastic support team, they’re a valuable asset and they consistently give us feedback based on our requests and they are extremely responsive to our needs”. This level of support ensured smooth implementation and ongoing optimization of the platform.

Leadership Perspective

“We’ve been using Logitude from December 2022. It has been a tremendous impact to Gordon’s Agencies Jamaica Limited because it has given us greater speed and efficiency, improved teamwork communication and enhanced our client satisfaction to exceptional levels. There are many tremendous features with Logitude.”

Nadia Brown, Head of Logitude Administration and Training at Gordon’s Agencies Jamaica Ltd.

Industry Recommendation

Gordon’s Agencies highly recommends Logitude to other freight forwarders seeking to:

• Enhance customer service through automated communication and self-service portals
• Improve operational processes with streamlined workflows and mobile capabilities
• Remain relevant in the competitive global logistics market

For freight forwarders still operating with traditional manual processes, this case study demonstrates that digital transformation is both achievable and essential for long-term success.

“I’d recommend Logitude to other freight forwarders because it will enhance their customer service, it will also improve their processes and help them in the global market to stay relevant.“

– Nadia Brown, Head of Administration and Training at Gordon’s Agencies Jamaica Ltd.

Conclusion: Digital Transformation Leads to Measurable Results

The implementation of Logitude delivered tangible improvements across multiple dimensions of Gordon’s Agencies’ operations:

Improved Client Satisfaction to Exceptional Levels

Client satisfaction reached exceptional levels as customers appreciated the transparency, proactive communication, and ease of accessing their shipment information through the digital portal.

Greater Transparency in Shipment Tracking and Customs Processing

Real-time visibility into shipment status and customs clearance processes gave clients confidence and reduced uncertainty throughout the shipping journey.

Stronger Competitiveness Through Digital Transformation

By embracing digital tools, Gordon’s Agencies positioned itself as a forward-thinking logistics provider capable of meeting modern client expectations in a global market.

This transformation demonstrates that with the right platform and commitment to change, freight forwarders can successfully navigate the digital evolution of the logistics industry.