TRADLINX

1. Customer Overview: A Raw Materials Supplier Built on Trust and Accuracy

Founded in 1978, Intercare Co., Ltd. specializes in cosmetic raw materials and supplies high-quality materials to customers in Korea.

The company works with global suppliers of cosmetic and industrial raw materials across Europe, the Americas, and Asia. Over decades, Intercare has built a strong supply network based on trust, accuracy, and reliable access to advanced materials.

For Intercare, shipment schedule accuracy is directly tied to customer satisfaction. When imported raw materials are delayed, customers need timely updates so they can adjust production, purchasing, or delivery plans. This made shipment visibility more than an internal convenience. It became a critical part of customer service reliability.

2. The Challenge: Late Schedule Visibility Increased Claims Risk

Before adopting Tradlinx Ocean Visibility, Intercare’s shipment schedule management depended heavily on manual communication with forwarders.

Whenever staff needed to confirm a shipment schedule, they had to call or email individual forwarders. As shipment volume and carrier activity increased, this manual process became a growing operational bottleneck.

The bigger issue was not only the time spent checking schedules. It was the risk created by late schedule awareness.

When unexpected ocean freight delays occurred, Intercare often had to wait for forwarder updates before it could understand the latest ETA. If the team learned about a delay too late, customers could raise questions or claims before Intercare had time to explain the situation clearly.

In other words, the old process made customer communication reactive. Intercare needed a visibility workflow that could reduce claims risk at its source: late ETA awareness, fragmented internal updates, and delayed customer communication.

3. How Intercare Used Tradlinx Ocean Visibility to Reduce Claims Risk

Intercare did not simply add another tracking tool.

The company used Tradlinx Ocean Visibility to move from manual forwarder follow-ups to an automated monitoring workflow shared by the purchasing and customs teams. This helped Intercare identify schedule changes earlier, align internal teams around the same shipment data, and update customers before complaints could arise.

1. Identify ETA changes earlier with automated monitoring

The first step was replacing manual forwarder checks with real-time shipment monitoring.

With Tradlinx Ocean Visibility, Intercare staff can register tracking IDs such as B/L numbers and monitor shipment status through All-in-One Shipment Tracking. Multiple shipments can be tracked together from one dashboard, allowing the team to check cargo movement, schedule status, and ETA changes without waiting for each forwarder to respond.

This gave Intercare earlier visibility into potential schedule changes. Instead of discovering delays only after receiving a forwarder update, the team could monitor changes more continuously and prepare customer communication sooner.

2. Align purchasing and customs teams on the same shipment data

The second step was improving internal alignment.

Shipment schedule changes affect both purchasing and customs operations. If each team checks information separately, updates can become fragmented, internal records can fall out of sync, and customer responses can become slower or less consistent.

With shared visibility across the purchasing and customs teams, Intercare can manage shipment updates from the same source of information. When shipment status changes, both teams can update internal records and coordinate their next steps based on the same real-time data.

This alignment helped reduce internal confusion and made customer-facing updates more accurate.

3. Notify customers before claims arise

The third step was changing the timing of customer communication.

In the past, Intercare often learned about shipment delays only after hearing from forwarders. By then, customers may already have been waiting for updates or raising questions about delayed schedules.

With Tradlinx Ocean Visibility’s 24/7 automated monitoring, staff can identify ETA changes earlier and contact customers first when delays are expected. Instead of responding after a customer complaint, Intercare can share accurate and transparent schedule updates before the issue escalates.

This is where Tradlinx Ocean Visibility created the greatest value for Intercare. It helped the team move from reactive explanation to proactive customer communication, reducing the risk of claims caused by late or unclear schedule updates.

4. Results: Less Manual Work, Lower Claims Risk

After adopting Tradlinx Ocean Visibility, Intercare’s supply chain workflow shifted from manual schedule checking to automated shipment monitoring.

Time previously spent waiting for forwarder responses and manually checking schedules was replaced by platform-based monitoring. As a result, Intercare reduced time spent checking shipment schedules by about 5%.

The numerical reduction may look modest, but the practical impact was much greater.

Staff no longer had to chase shipment updates as frequently, reducing the mental strain of constant follow-ups. More importantly, the purchasing and customs teams could work from more accurate shipment data and communicate schedule changes to customers more proactively.

Soonki Kim of Intercare explained:

“Before, we had to check schedules manually. After adopting Tradlinx Ocean Visibility, we moved to an automated monitoring environment. The actual time spent checking schedules decreased by about 5%, but compared with the old process of contacting each forwarder individually, the time we feel we’ve gained back is much greater.”

As a result, Intercare improved transparency across purchasing and customs operations and strengthened service reliability by sharing more accurate, data-based schedules with customers before claims could arise.

Intercare’s case shows that shipment visibility creates value when it improves the timing and accuracy of customer communication.

For a raw materials supplier, delayed shipment information can quickly become a customer trust issue. Tradlinx Ocean Visibility helped Intercare address that risk by replacing manual forwarder follow-ups with automated monitoring, aligning purchasing and customs teams around the same shipment data, and enabling earlier customer updates when ETA changes occurred.

The result was not just a 5% reduction in schedule-checking time. It was a more reliable customer response process that helped Intercare reduce claims risk and protect service trust when shipment schedules changed.