Emirates SkyCargo, the freight division of the world’s largest international airline, has reached a new milestone in its digital transformation journey with the launch of eQuote. This innovative solution empowers customers with real-time data and a seamless booking experience, marking a significant step in the airline's commitment to enhancing customer service, streamlining operations, and driving efficiency through digitization.
Accessible via the e-SkyCargo platform, eQuote acts as a 24/7 self-service tool, allowing customers to request and manage spot quotations effortlessly. The solution is being rolled out globally and will encompass a wide range of products, including sensitive shipments like Life Sciences and Healthcare items and high-value transfers such as Emirates Wheels. With eQuote, customers gain greater control, flexibility, and access to Emirates SkyCargo's world-class services.
Matthew Scott, Vice President of Pricing and Interline at Emirates SkyCargo, emphasized the importance of digital transformation, stating: “Accelerating digital transformation is a key pillar of our strategic roadmap, which will ensure we remain one of the leading partners for the world’s rapidly evolving supply chains. Integrating intuitive and reliable digital tools into our customer journey is essential, as more customers become accustomed to a swift and seamless experience, empowered with real-time data to streamline their daily operations. The launch of eQuote is a natural enhancement to our digital offering, further enriching the exceptional customer service that Emirates SkyCargo is renowned for.”
Driving Innovation and Efficiency
The launch of eQuote aligns with Emirates SkyCargo's broader digitization strategy, which focuses on implementing innovative solutions that deliver tangible benefits for customers and internal teams. The airline has consistently integrated digital tools into its operations, optimizing processes and enhancing customer experiences.
Across its extensive global network, over 60% of all bookings are now made digitally, reflecting a significant shift towards digital adoption. General cargo remains the most commonly booked commodity, followed by perishables and pharmaceutical shipments, showcasing the maturity of Emirates SkyCargo's digital capabilities in handling even the most complex and temperature-sensitive freight. By embracing cutting-edge technology, Emirates SkyCargo continues to set new benchmarks for innovation and efficiency in the cargo industry, reinforcing its position as a trusted partner for global supply chains.
Enhancing customer experience
In response to this growing demand, Emirates SkyCargo established its presence on three of the biggest digital marketplaces, along with the leading Transport Management Systems, most frequently used by freight forwarders worldwide: WebCargo, cargo.one, CargoAi and CargoWise. For customers, this means Emirates SkyCargo offers are present wherever the customer wishes to book, offering an array of benefits including direct access to make bookings, visibility on schedules, tariff and contract rates, along with real-time access to available capacity, enabling immediate bookings 24/7.
At launch, Emirates SkyCargo made five core products available on digital marketplaces, allowing for the transport of perishables, general cargo and urgent shipments; this has now been expanded to more specialty products, including pharmaceuticals. The airline also increased the weight break limitation to three tonnes, allowing more shipments to be booked digitally.
Building on the early results of air freight aggregators, Emirates SkyCargo worked with key global customers, Kuehne+Nagel and DB Schenker to initiate direct host-to-host connections, building the airline’s available capacity, schedules and rates into these customers’ internal booking engines.
Emirates SkyCargo has witnessed greater productivity and an increase in manpower efficiency across the board. By reducing the manual work for simple or small shipments, the airline’s team of experts can prioritize more complex bookings that require closer follow up, such as shipments booked through Emirates Valuables or Emirates Pets. Sales agents have more availability to meet with customers and provide a better, more personalised service - further elevating Emirates SkyCargo’s market-leading capabilities and contributing to the strong customer feedback.
Elevating digital touchpoints
Finally, Emirates SkyCargo has completed a full refresh of its owned digital channels, including e-SkyCargo and SkyCargo.com, enriching the existing websites to be more efficient, useful and impactful to customers and stakeholders. e-SkyCargo, the airline’s registered user portal, has been simplified to enhance the user experience with evolved functionality that prioritizes usability.
SkyCargo.com, the airline’s main website, has undergone a full rebrand, with a more intuitive design, improved mobile-friendliness, and enhanced accessibility features to improve navigation. Each specialist product under Emirates SkyCargo’s multi-vertical portfolio is outlined on the website, providing comprehensive information and up-to-date details on packaging requirements, necessary documentation and compliance considerations, to ensure customers can make the right decisions for their business.
A look ahead
Digitisation will remain a key priority for Emirates SkyCargo and the wider air freight industry with innovative solutions that not only integrate into operations but shape them too. By harnessing the collected booking data, Emirates SkyCargo will evaluate micro and macro trends against live data, to better adjust schedules, frequencies, product capabilities, routes and more, to ensure customers worldwide get the goods they need, when they need them.
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