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LPC Annual Meeting Explores Loss Prevention's Role in Customer Relations Strategies
Industry experts presented the carrier and shipper points of view on claims processing during the Loss Prevention Conference’s 2005 Annual Meeting, which took place October 16-19, 2005, at the Sheraton Gateway Hotel in Atlanta.
In addition to networking and interacting with the industry’s leading providers of products and services, participants attended sessions on claims technology, shipper-carrier collaboration and case law.
Addressing the group, Kristi Hebert, LPC president and claims manager, Saia, Inc., stressed that “education on the impact of globalization, intermodal shipments and new technologies is essential for claims management to become an integral part of our companies’ competitive strategies.”
Representatives of two leading motor carriers presented their claims technology success stories. Ellen Barker, claims watch/special project manager for Old Dominion Freight Line, Inc., spoke about how Old Dominion’s paperless process allows personnel to handle claims more efficiently. Buck Gore, field loss prevention manager, Southeastern Freight Lines,shared how Southeastern’s OS&D system prevents loss and damage claims and gave attendees an overview of the key elements in an effective OS&D system that they can use to build “win-win” prevention into their systems.
Several presentations focused on incorporating loss prevention into customer relations through collaboration. Louise Baldock, claims analyst for Lowe’s Companies, explored how good relationships can reduce loss for carriers, shippers and retail business partners. Daren Coop, logistics manager, freight claims, Best Buy Company, discussed the collateral effects of freight loss and damage claims from the shipper’s perspective.
In addition, an interactive, mini-workshop presented by David Schreiber, president of The Customer Relations Group, focused on the principles and techniques attendees could use to create their own customer relations programs.
Several legal sessions gave claims professionals an understanding of how court cases and regulations are applied to resolve freight loss or damage claims. During the claims liability workshop, George Wright, principal, George W. Wright & Associates, LLC, lead light-hearted “mock trial” reviews of interesting and compelling claims cases. Robert Moseley Jr., chairman of Leatherwood, Walker, Todd & Mann’s transportation practice group, presented the freight claims update session, which highlighted legal developments through case law during the past year.
Focusing on how the increasing number of intermodal shipments has impacted loss prevention, Kevin Branch, senior associate, Dennis, Corry, Porter & Smith, LLP, spoke about trailer-on-flatcar (TOFC) and intermodal liability rules and regulations. Sher Paul Singh, professor, School of Packaging, Michigan State University, discussed the role of transport/package testing and the use of pictorial markings to reduce injury and damage claims.
“The LPC Annual Meeting was a great opportunity to interact with other claims professionals, especially the masters of the profession,” said Lois A. Beggs, manager of claims prevention, Pitt Ohio Express. “Having shippers and carriers at the same event also gave attendees a perspective on why we each do what we do and just how important striving for true partnership really is.”