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From Dinosaurs to Dynamism: How GoFreight Sparked a New Era at CSL Express
Manage over 75 employees across multiple locations.
Reduce demurrage costs by 53%.
Increase the operational efficiency by 120%.
See EDI-powered real-time container status.
When Megan Gores graduated in 2017 and joined her mother at CSL Express Line, she stepped into the family business with fresh eyes and new ideas. However, her initial enthusiasm was quickly dampened by the company's antiquated systems. On her first interaction with their old platform, Megan's reaction was immediate and visceral: "Heck no, this is a dinosaur." Despite the company's success, it was clear that these outdated systems were impeding efficiency and growth.
CSL Express Line, a proactive freight forwarder managing hundreds of containers monthly across North America, faced a challenge that many family businesses encounter: how to honor the past while embracing the future. By partnering with GoFreight, they didn't just upgrade their software—they transformed their entire operation. This is the story of how a next-generation leader and a modern technology partner turned "dinosaur" systems into a competitive advantage.
CSL Express Line: Company Profile
| Company | CSL Express Line (CSL) |
| Location | Los Angeles, California |
| Volume | Hundreds of containers per month across North America |
| Business Type | Proactive freight forwarder |
| Key Personnel | Megan Gores (joined 2017), Margaret Taosoga (Sales Manager) |
"Before making the switch to GoFreight, CSL was grappling with a logistics platform that was woefully out of step with modern demands. The system was not just outdated—it made daily operations a struggle, creating significant barriers to efficiency and growth."
As Megan navigated the maze of outdated software, she felt like she was operating in another era. Every task was a struggle, each click a reminder of inefficiency.
The Challenge: When Legacy Systems Hold You Back
1. Lack of Real-Time Tracking
Without an online tracking portal, CSL was unable to provide real-time updates, leaving customers in the dark and unable to track their shipments effectively.
2. Inadequate Reporting Functions
The old system lacked the capability to generate critical reports, such as volume reports, which are essential for strategic planning and meeting customer demands.
3. Exorbitant Detention and Demurrage Fees
Due to inefficiencies and delayed data updates, CSL often faced hefty detention and demurrage charges, escalating costs unnecessarily.
4. Unresponsive Customer Service
The final straw came from an interaction that underscored the system's inadequacies. Margaret Taosoga, Sales Manager at CSL, recalls a particularly disheartening customer service experience. After waiting days for a response to a critical support query, she was told dismissively by the provider, "You are such a small company, I don't need to respond so fast." This moment crystallized the urgent need for change and highlighted the provider's disregard for CSL's business needs.
"It was the first time I realized freight forwarding could be cloud-based."
she reflected.
This insight opened up a world of possibilities: real-time data access, proactive customer support, and a system that could finally keep pace with the speed of modern logistics. The promise of a cloud-based platform was not just compelling—it was transformative.
"We Feel Confidence in Choosing You."
The meeting with GoFreight's co-founder was not just enlightening, it marked a turning point. Megan was impressed by his deep industry knowledge and understanding of the specific pain points that freight forwarders face daily.
"He wasn't just selling a product, but he was offering a solution tailored to our needs," Megan reflected. This resonated deeply with Megan and Margaret, confirming their decision to move forward with GoFreight.
As the presentation concluded, the clarity and potential of a cloud-based system became undeniable. Megan felt a surge of determination. "It's now or never," she declared, recognizing the urgency and the opportunity before them. This statement became a rallying cry for the team as they prepared to make a pivotal change.
The Partnership: Building the Future Together
The transition to GoFreight wasn't just a software implementation—it was a partnership built on understanding and customization. GoFreight's team worked closely with Megan and her team to tailor the system to CSL's unique operational needs. The result? A seamless integration that produced immediate improvements and set the foundation for long-term growth:
Real-Time Tracking and Notifications
The new system enabled CSL to provide real-time updates to clients, revolutionizing how they managed expectations and communications. This feature alone significantly reduced the volume of client inquiries related to shipment statuses.
Enhanced Reporting Capabilities
GoFreight's sophisticated reporting tools allowed CSL to generate nearly 3,000 detailed reports each month, empowering clients with the data they needed to make informed decisions and streamlining CSL's internal processes.
Automated Financial Operations
The comprehensive integration of financial systems reduced manual billing efforts and improved the accuracy of invoices, decreasing the time spent on financial administration.
Shipment Entry & Tracking
Intuitive shipment entry interface with visual journey timeline, showing real-time milestone tracking from booking confirmation through vessel arrival to delivery
Dashboard Analytics
Real-time visibility into total profit, volume, active customers, and top performers
Shipment Tracking Interface
Customer-facing portal providing 24/7 access to shipment status and documentation
"The upgrade to GoFreight has not only transformed internal operations at CSL but also radically improved how we interact with and satisfy our customers,"
Megan explained.
"The difference is night and day."
"We used to spend a significant amount of time just tracking down shipment details for our clients. Now, they have the information at their fingertips, simplifying everyone's life significantly."
Megan also shared feedback from one of their customers:
"This level of transparency has built a lot of trust. Knowing I can check the status of my shipments at any time has made me feel much more in control and valued as a customer."
The Results: From Dinosaurs to Dynamism
The transformation at CSL Express was nothing short of remarkable. What started with Megan's frustration with "dinosaur" systems evolved into a story of modernization and growth. With GoFreight as their technology partner, CSL didn't just improve efficiency—they fundamentally changed how they serve their customers and run their business:
Increased Operational Efficiency
Post-implementation, CSL's operational efficiency improved by 65%, with the staff now able to process a greater number of shipments per day.
Growth in Customer Satisfaction
With improved service reliability and responsiveness, CSL's customer satisfaction ratings soared, leading to a 30% increase in client retention and a 35% uptick in new client acquisitions driven by referrals.
Financial Performance
Streamlined operations and enhanced billing accuracy led to a 30% reduction in revenue losses due to billing errors, further stabilizing CSL's financial health.
Environmental Impact
By moving to a paperless environment, CSL dramatically reduced their paper use, aligning with broader environmental sustainability goals.
Reduction in Detention and Demurrage Fees
With tracking capabilities fully enabled, CSL saw a significant reduction in detention and demurrage fees, dropping from $64k in 2022 to just $16k in 2023.
By 2024, CSL further refined their approach, using GoFreight's shipment reports as proactive reminders to keep clients updated on their shipment statuses. This timely information empowered clients to take action, preventing delays that could lead to D&D fees. As a result, CSL experienced continued reductions in these costs, underscoring the value of transparent and frequent status updates.
| 2022 D&D Fees | 2023 D&D Fees | Savings |
| $64,000 | $16,000 | 75% |
Looking to the Future
As we reflect on the numbers and the substantial changes brought about by implementing GoFreight, it's the daily improvements in our team's lives and our interactions with clients that truly highlight the impact. Megan shared, "It's not just about the metrics, though they are impressive. It's about how much easier and more enjoyable our day-to-day work has become. We spend less time on routine tasks and more on what we love doing—solving problems and helping our clients succeed."
"Looking ahead, we're excited about the possibilities that GoFreight continues to unlock for us," Megan concluded. "It's about moving forward, not just with innovative technology but with a partner who genuinely enhances our daily operations and growth potential."
