MSM TRANSPORTATION CELEBRATES 20TH ANNIVERSARY,
OUTLINES 6 KEYS TO SUCCESS

BOLTON, Ont. (Nov. 11, 2009)—MSM Transportation, a leading provider of commercial trucking and expedited freight services, today commemorated its 20th anniversary by outlining its guiding principles for success in commercial trucking.

“We started MSM Transportation in 1989 as an alternative to the large American trucking companies that dominated the U.S.-Canada transborder market at the time,” says Bob Murray, president and chief operating officer. “There was room for a Canadian carrier that combined excellent customer service with a commitment to moving freight across the border efficiently, securely, and with the fastest transit times possible.”

Today, MSM Transportation is part of a family of companies that provides commercial freight transportation services by any mode, anywhere in the world. It consistently earns acclaim for customer service and has been named one of Canada’s 50 best-managed private companies every year since 1997.

Murray attributes the company’s success to six key principles:

1. Empower the customer. “When we established MSM in 1989 regulations in Ontario did not allow us to operate our own trucks. We developed a group of trusted partner carriers—companies that share our standards for quality and customer service,” Murray says. “When deregulation occurred and we established a fleet of our own, we combined this capacity with that of our network of partner carriers.”
This puts MSM at the center of the freight transaction. “We’re not a freight-brokerage company with trucks or a trucking company that brokers,” Murray says. “We’re an integrated group of companies able to provide as much capacity and geographic coverage a customer needs.”

2. Guarantee satisfaction. To overcome the trucking industry’s reputation for questionable service, MSM made a policy to provide a 100% money-back guarantee. It continues to do so today.

3. Deliver expertise. MSM’s commitment to transborder service is a great example of delivering expertise to customers. The company invested in the training and systems necessary to qualify for the full complement of U.S. Customs & Border Protection, Canada Border Services Agency, and U.S. Food & Drug Administration programs, including CSA (Customs Self-Assessment); C-TPAT (Customs Trade Partners Against Terrorism); FAST (Free and Secure Trade); PAPS (Pre-Arrival Processing System); PARS (Pre-Arrival Review System); and PIP (Partners in Protection).
“We participated in the development of these programs,” says Murray. “And we share our knowledge to help customers streamline their crossborder moves.”

4. Be easy to do business with. Make your promises clear. For example, a company may claim to have fast transit times but hide the fact that the day of pickup, weekends, and the day of delivery aren’t counted in the published transit times. MSM publishes transit times in calendar days, including the weekends and day of delivery to the consignee.
Success also comes from treating suppliers well. “For instance, we pay no later than 28 days from receipt of invoice, a practice started when the company was founded,” Murray says. “They’re loyal and motivated as a result, giving us the ability to secure capacity and deliver value. As a result, we attract new clients almost every day.”

5. Be good corporate citizens. Whether it’s raising money for local charities or supporting youth hockey, MSM makes a difference to the people in its communities. The company’s employees and managers are also leaders within the industry, advocating the role of trucking in the economy, environment, and society.

6. Maintain financial stability. “We attract customers who value consistency, which in turn produces long-term business relationships and consistent growth in earnings and cash flow regardless of the economic conditions,” Murray says.
Integrity, reliability, operating know-how, and cost containment are even more important today than they were 20 years ago, Murray says. “We’ve never had to embark on plans to ‘transform’ the way we do business,” he explains. “From the start, our values have helped us make smart choices and deliver consistent service in times of dramatic change.”

ABOUT MSM TRANSPORTATION
Based in Bolton, Ont., MSM Transportation is a member of the MSM Group of Companies, which provides an array of commercial transportation disciplines in Canada and the United States. MSM Transportation integrates these services with their customers’ business to produce Integrity Driven Solutions: reliable, on-time transportation by any mode, anywhere in North America. To learn more, visit www.shipmsm.com
Founded in 1989, the MSM Group of Companies employs more than 150 people at locations in Bolton, Ont., Los Angeles, and Charlotte, N.C. In addition to MSM Transportation, the MSM Group of Companies include: