Saia’s Customer-First Philosophy at 100 Years and Counting
WHAT: Celebrating 100 Years
Full speed ahead: As Saia celebrates 100 years, its commitment to putting customers first remains at the core of its growth, innovation, and company culture.
This philosophy is more than a catchphrase—it’s a way of doing business. “Customers are the most important part of our business, and we lead with our customer-first philosophy in everything we do,” said Executive Vice President and Chief Customer Officer Ray Ramu.
This commitment was tested during the COVID-19 pandemic, which underscored the critical role of logistics in supporting businesses and communities. The increased demand for consistent transit times and reliable freight movement highlighted the need for adaptability and resilience. In response, Saia strengthened customer support and increased investments to better meet customer needs. “The pandemic reminded us how crucial our services are and inspired us to invest even more in our customers,” Ramu noted.
To reinforce its customer-first approach, Saia introduced core values emphasizing that every employee, regardless of role, plays a part in customer satisfaction. “When every employee recognizes their role in that mission, we create a stronger, more unified path to success,” Ramu said.
Powering Customer Experience
Technology, infrastructure, and end-to-end visibility, along with offering customers solutions through our full-service logistics division, LinkEx, are key to Saia’s customer-first strategy. Technological advancements include in-truck cameras to improve safety, real-time shipment tracking, and self-service platforms and tools to reduce touchpoints, giving customers greater control.
Another key element is Saia’s national footprint. With terminals in 48 states, Saia provides consistent, high-quality service across the country. “Customers look at their LTL carriers as an extension of their business, and we do everything we can to meet their needs to eliminate supply chain friction,” Ramu explained.
LinkEx extends the “customer-first” philosophy with multimodal transportation, supply chain design, and final-mile delivery. “LinkEx is about delivering a full-spectrum experience,” Ramu said. “It’s a critical part of how we differentiate ourselves in the market.” This seamless integration supports customers with customized logistics solutions.
Rooted in Legacy, Driven by Culture
Saia’s century-long success is rooted in its company culture, which prioritizes employee engagement and celebrates its legacy. The 100th-anniversary celebrations, featuring two mobile museums, connected employees nationwide, fostering pride and unity. The museums showcase Saia’s history of resilience and commitment to quality, honoring its past while energizing future growth. “Celebrating our history has reminded us of the grit, resilience, and customer focus that have defined Saia for a century,” Ramu said.
Employee engagement is a top priority. From dockworkers to drivers, leadership emphasizes communication and recognizes employees’ contributions to customer satisfaction. “Our culture sets us apart by ensuring employees feel valued and empowered to deliver exceptional service,” he added. This unified approach strengthens Saia’s workforce and supports its customer-first philosophy.
Preparing for the Next Century
With plans to double its size in the next three to five years, Saia is poised for continued growth. This trajectory is supported by investments in technology, infrastructure, and culture. “We’re positioning ourselves as a national trucking provider ready to meet the future needs of our customers,” Ramu explained.
By listening to customers and tailoring solutions, Saia’s customer-first philosophy remains the driving force behind its success. “Putting customers first is not just a strategy—it’s our legacy and our future,” Ramu concluded.