How can a freight forwarder build its brand as a carrier?
From local courier to European carrier – the Express Heroes case study
In the world of transport and logistics, where competition is fierce and customer trust is crucial, building a brand as both a forwarder and a carrier is a real challenge. JSC Express Heroes, a Lithuanian transport and forwarding company, is a great example of how strategies and tools can support this process effectively.
Strategic transformation: from intermediary to transport services
Express Heroes JSC started operations in 2019 as a courier company in Lithuania. Initially focused on express deliveries, the company quickly recognized the growing demand in international markets. This led them to expand their services across Europe.
“As the name suggests, we are building our reputation as a fast and reliable carrier that customers can trust. We are not just an intermediary – we are a company that takes full responsibility for transport and its quality. The key step was to strengthen direct relationships with our customers,” says Raimondas Nekrasas, CEO of Express Heroes Lithuania.
A breakthrough came in 2024 when the company decided to expand beyond the purely forwarding model by also becoming a carrier with a dedicated fleet of subcontractors' assets. This required organizational changes but quickly brought significant benefits. Now Express Heroes can provide even better transport services than before. At the same time, they continue to offer freight forwarding services, relying on many trusted partners who help them stay flexible and consistently find the best solutions for the clients' needs.
New challenges, new solutions – how Express Heroes broke barriers
One of the biggest challenges was to effectively transform from a Freight Forwarder cliched image to a trusted and transparent transport services provider. This meant rebuilding trust among customers and business partners. To achieve this, the company implemented several specific solutions:
Investment in the development of transport services and resources;
Implementation of strict procedures to guarantee timely and safe order fulfillment;
Strengthening direct relationships with customers and subcontractors to ensure long-term, transparent cooperation;
Leveraging digitalization opportunities.
“We work hard every day to be the best possible partner for our clients, suppliers, and employees. Looking for excellence in all services provided makes us a valuable company for clients.“ R. Nekrasas says.
How to secure transport orders and minimize empty runs?
“What sets us apart is our determination to find a solution for every challenge our clients bring to us. That’s why our partners know they can call our ‘heroes’ and get the support they need,” says R. Nekrasas. “For example, there was a time when a potential client saw our vehicle offer posted on TIMOCOM and called us on a Friday evening. Even though our team member had already finished work, he answered the phone – because that’s who we are. We understand how critical availability is in logistics. The client needed a fruit shipment to be loaded that same day or early Saturday morning, but the truck was already scheduled. Still, we found a solution – we arranged loading on Monday morning, minimizing the delay. Our commitment to going the extra mile built a strong foundation of trust — and we are proud to continue our close and successful partnership with this customer to this day!”
Express Heroes regularly uses the TIMOCOM Road Freight Marketplace – not just to post loads but also to offer their own vehicles, allowing them to secure direct transport orders. As shown in the example above, even weekend inquiries can lead to long-term partnerships.
“The TIMOCOM Freight Exchange is an indispensable tool for us. It gives us access to a wide network of verified transport partners, which helps us reduce empty runs, optimize loadings, quickly find suitable transport solutions, and – most importantly when building trust – ensure safe and reliable cooperation. TIMOCOM is the leading platform on the market, and we’re glad to see it continually evolving,” explains the CEO of Express Heroes Lithuania.
Transparency and communication in transport – the foundation of effective cooperation
Communication with customers and partners needs to be not only transparent but also fast. Only with an immediate response can a carrier secure the best loads, negotiate favorable contract terms, and remain flexible when disruptions occur. Raimondas Nekrasas emphasises that continuous shipment tracking with proactive status updates and maintaining full transparency in communication are essential.
“We want everyone – whether it’s our team, clients, or subcontractors – to receive clear instructions and up-to-date information on time. That allows us to manage expectations and avoid surprises, even when challenges arise.” assures Raimondas Nekrasas.
There have been multiple situations in the company’s history where shipment tracking and quick contact helped save a delivery. The CEO recalls a case where effective and transparent communication turned a potential problem into a seamless solution:
“It’s in these moments I truly appreciate the power of strong communication and fast response. For instance, one Saturday morning, one of our subcontractors arrived at the wrong delivery address and wasn’t unloaded because the warehouse was closed. Instead of reporting it, he started his weekend break. Fortunately, our team continuously monitors all shipments and notices that the truck was in the wrong location. Thanks to our active communication, a team member clarified the situation with the carrier, who then delivered the load to the correct address with no time loss from designated time. The client didn’t incur any losses, and the delivery was completed as expected.”
TIMOCOM Messenger – A Tool for Effective Communication Between Transport Partners
When it comes to orders placed through the Freight Exchange, the new messenger within the TIMOCOM Marketplace has proven to be a valuable tool:
“TIMOCOM Messenger enables us to communicate directly and instantly. Everything happens in one place, which speeds up decision-making, eliminates misunderstandings, and boosts the effectiveness of contract negotiations,” emphasizes the CEO of Express Heroes. “Moreover, we’ve found new business partners through TIMOCOM Messenger who prefer instant messaging over email.”
Effective communication thus allows the company to respond immediately to changing market conditions and customer needs.
Technology and sustainability – the future of Express Heroes
The Express Heroes management is confident that the future of the TSL industry lies in digitalization and sustainable development. The company is already taking steps to implement more eco-friendly solutions and leverage modern technologies to improve operational efficiency. Their upcoming investment plans include:
Modern load management systems;
Technologies for optimizing order management and route planning;
Green initiatives such as route optimization to reduce emissions and cooperation with eco-friendly partners.
“We are committed to further developing the technology and improving our processes to keep up with market trends and meet our clients’ evolving needs. No matter how we grow, our priorities will always be reliability, customer-centricity, and open communication – these are the pillars that help us build long-term relationships and deliver the highest quality services,” says Raimondas Nekrašas.
A brand that grows with every kilometer
The story of Express Heroes shows that the right strategy and tools a company can successfully grow from pure freight forwarding company to a trusted transport services provider. The company’s success lies not only in its focus on service quality and transparency but also in its innovative approach to transport operations. Additionally, Express Heroes strives to reduce its environmental impact by implementing route optimization technologies and lowering CO₂ emissions.
If you want to optimise your operations and increase efficiency, see how the TIMOCOM Freight Exchange can support your business!
G.R.
