Shipping High-Tech Devices to Every Corner of the World: Aerodoc’s Story

27 Sep 2022

The Miami-based specialized IOR/EOR company turns 25. To celebrate this anniversary, President Germán Muller, and executives Dan Zonnenschein and Estefanía Sisatzky tell the story of how they managed to develop a simple courier into a sophisticated company with partners and a presence in more than 170 territories.

Aerodoc celebrates its 25th anniversary as an Importer and Exporter of Record (IOR/EOR) providing logistics support in more than 170 territories, and warehousing and e-commerce solutions. But how did the company make its bones and what is its long-term strategy? Who is leveraging the advantages offered by Aerodoc for exporting tech goods worldwide? What milestones and experiences did it go through?

To answer these questions, Aerodoc President Germán Muller, COO Dan Zonnenschein, and Sr. VP of OPS & Customer Service Estefanía Sisatzky granted an interview during the celebrations, which include a series of activities with partners, employees, and customers, and the creation of valuable industry content for various stakeholders.

Looking back, Aerodoc’s journey is marked by growth and a passion for high-quality services, as demanded by the kind of customers who choose it. ‘We have always worked with AAA public companies that demand high compliance standards,’ says Muller, recalling that the company’s ‘first vertical was satellite telecommunications, then we added broadcasting and currently we cover the entire IT/Telecommunications industry.’

‘Our first challenges revolved around developing a value-added proposal that stood out among the larger players. We set out to compete not on prices, but on flexibility, service level, and response… And we achieved that!’ says Muller. For him, his team’s biggest achievement was building an agent network that allows Aerodoc to deliver a truly global service in more than 170 territories.

The secrets behind Aerodoc’s success

Zonnenschein reveals how Aerodoc managed to earn a place among world-class customers: ‘We have a business view and always set ambitious goals – we raise the bar; we have found a very interesting business niche – DPP with IoR – that requires expertise and allows us to deliver value-added services; and we bet on training our management to deliver professional work, with a corporate background, high performance standards and the strictest compliance guidelines.’ The COO also mentioned the importance of cross-function teamwork, where business, operations, and finances are dealt with in a holistic way.

COO at Aerodoc Inc

The logistics market has seen its fair share of disruptions and complex environments in the past 25 years, forcing Aerodoc to become stronger. The company deployed a multi-pronged approach: it expanded its portfolio from satellite video to the entire satellite industry, telecom companies, and IT. According to Zonnenschein, ‘we have strived to improve the quality of our service, obtain certifications, and expand compliance areas; we went from a manual operation to a fully systematized one with complete operational traceability.’

Technology has been another key pillar, particularly over the past decade, after the deployment of SAP Business One and consistent investments in IT development and infrastructure’, adds Zonnenschein.

Customer-oriented talent

Sisatzky was among the executives that began scaling the company in her role as a foreign trade expert. For her, the key is not just providing high-value services, but also helping customers grow. Basically, Aerodoc helps customers expand their operational capabilities to import and export in regions where they do not have a presence.

Sr. VP of OPS & Customer Service at Aerodoc

This passion for guiding customers can be found at every level of the company’s work, explains Sisatzky: ‘In our end-to-end commitment to our customers, from identifying their pain points and designing the best solution to service delivery, we are fully engaged to deliver what customers asked for – everyone, from the C-Suite to the team in charge of delivering the service in the country of destination, is guided by our customer’s need.’

Human capital is another important value. According to Zonnenschein, ‘Aerodoc values its talent’. On top of that there is collaboration, adds Sisatzky. ‘I think our company’s collaborative spirit creates a commitment to the customer and service delivery in our team,’ she explains.

‘Collaboration in Aerodoc is organized: From knowledge generation to training, inspiration, improvement opportunities, process QA, adjustments and even in root cause analyses for unsuccessful services, ‘you can see a shared effort and a focus in elevating the organization to meet upcoming challenges together, as a team,’ concludes Sisatzky

The beginning and company values

Aerodoc’s story began in 1997, when Germán Muller bought the company, which was a simple courier, and decides to embark on a new journey based on a different vision and mission: ‘I realized right away that we had to adopt a new concept of niche: becoming a specialist company with corporate door-to-door service.’

In his role as President and Executive Director, Muller set out to work together with his wife, Susana, also an Aerodoc shareholder. The Mullers brought new customers and added experiences and employees until 2012, a watershed year for the company due to the arrival of a management team with a corporate background. This change process completed six years ago, allowed the company to accelerate growth, improve service levels, and drive its digital transformation.

Muller can tell hundreds of anecdotes about logistics: ‘I’m always reminiscing about high complexity projects, such as antenna distribution programs or large-scale technological upgrades because to do those you need to manage thousands of shipments simultaneously to highly remote locations, where last-mile delivery is a major challenge.’ In these situations, responsiveness and versatility are crucial, as also transparency.

‘There are always surprises in logistics. Always. Customers must be wary of anyone who says otherwise. Transparency and tools with access to information are essential, which is why we have always been transparent and got the best technology for our customers to consistently track their shipments.’

Indeed, today’s Aerodoc is a robust company with consolidated management that is adding young talent, IT infrastructure, and lots of new customers. And how does the company’s president of 25 years see the future? ‘We see ourselves growing together with our customers and betting on new warehousing and e-commerce services,’ says Muller.

In its next 25 years, adds Zonnenschein, ‘I can see Aerodoc going after new markets, expanding our service’s scope, automating processes, reaching out to customers with different kinds of services and working on the supply chain to increase integration between processes and customers’.

 

 

JOIN THE 25TH ANNIVERSARY CELEBRATION

The Miami-based specialized IOR/EOR company turns 25. To celebrate this anniversary, President Germán Muller, and executives Dan Zonnenschein and Estefanía Sisatzky tell the story of how they managed to develop a simple courier into a sophisticated company with partners and a presence in more than 170 territories.

Aerodoc celebrates its 25th anniversary as an Importer and Exporter of Record (IOR/EOR) providing logistics support in more than 170 territories, and warehousing and e-commerce solutions. But how did the company make its bones and what is its long-term strategy? Who is leveraging the advantages offered by Aerodoc for exporting tech goods worldwide? What milestones and experiences did it go through?

To answer these questions, Aerodoc President Germán Muller, COO Dan Zonnenschein, and Sr. VP of OPS & Customer Service Estefanía Sisatzky granted an interview during the celebrations, which include a series of activities with partners, employees, and customers, and the creation of valuable industry content for various stakeholders.

Looking back, Aerodoc’s journey is marked by growth and a passion for high-quality services, as demanded by the kind of customers who choose it. ‘We have always worked with AAA public companies that demand high compliance standards,’ says Muller, recalling that the company’s ‘first vertical was satellite telecommunications, then we added broadcasting and currently we cover the entire IT/Telecommunications industry.’

‘Our first challenges revolved around developing a value-added proposal that stood out among the larger players. We compete not on prices, but on flexibility, service level, and response… And we achieved that!’ says Muller. For him, his team’s biggest achievement was building an agent network that allows Aerodoc to deliver a truly global service in more than 170 territories.

The secrets behind Aerodoc’s success

Zonnenschein reveals how Aerodoc managed to earn a place among world-class customers: ‘We have a business view and always set ambitious goals – we raise the bar; we have found a very interesting business niche – DPP with IoR – that requires expertise and allows us to deliver value-added services; and we bet on training our management to deliver professional work, with a corporate background, high-performance standards, and the strictest compliance guidelines.’ The COO also mentioned the importance of cross-function teamwork, where business, operations, and finances are dealt with in a holistic way.

COO at Aerodoc Inc

The logistics market has seen its fair share of disruptions and complex environments in the past 25 years, forcing Aerodoc to become stronger. The company deployed a multi-pronged approach: it expanded its portfolio from satellite video to the entire satellite industry, telecom companies, and IT. According to Zonnenschein, ‘we have strived to improve the quality of our service, obtain certifications, and expand compliance areas; we went from a manual operation to a fully systematized one with complete operational traceability.’

Technology has been another key pillar, particularly over the past decade, after the deployment of SAP Business One and consistent investments in IT development and infrastructure’, adds Zonnenschein.

Customer-oriented talent

Sisatzky was among the executives that began scaling the company in her role as a foreign trade expert. For her, the key is not just providing high-value services, but also helping customers grow. Basically, Aerodoc helps customers expand their operational capabilities to import and export in regions where they do not have a presence.

Sr. VP of OPS & Customer Service at Aerodoc

This passion for guiding customers can be found at every level of the company’s work, explains Sisatzky: ‘In our end-to-end commitment to our customers, from identifying their pain points and designing the best solution to service delivery, we are fully engaged to deliver what customers asked for – everyone, from the C-Suite to the team in charge of delivering the service in the country of destination, is guided by our customer’s need.’

Human capital is another important value. According to Zonnenschein, ‘Aerodoc values its talent’. On top of that there is collaboration, adds Sisatzky. ‘I think our company’s collaborative spirit creates a commitment to the customer and service delivery in our team,’ she explains.

‘Collaboration in Aerodoc is organized: From knowledge generation to training, inspiration, improvement opportunities, process QA, adjustments and even in root cause analyses for unsuccessful services, ‘you can see a shared effort and a focus in elevating the organization to meet upcoming challenges together, as a team,’ concludes Sisatzky

The beginning and company values

Aerodoc’s story began in 1997, when Germán Muller bought the company, which was a simple courier, and decided to embark on a new journey based on a different vision and mission: ‘I realized right away that we had to adopt a new concept of niche: becoming a specialist company with corporate door-to-door service.’

In his role as President and Executive Director, Muller set out to work together with his wife, Susana, also an Aerodoc shareholder. The Mullers brought new customers and added experiences and employees until 2012, a watershed year for the company due to the arrival of a management team with a corporate background. This change process completed six years ago, allowed the company to accelerate growth, improve service levels, and drive its digital transformation.

Muller can tell hundreds of anecdotes about logistics: ‘I’m always reminiscing about high complexity projects, such as antenna distribution programs or large-scale technological upgrades because to do those you need to manage thousands of shipments simultaneously to highly remote locations, where last-mile delivery is a major challenge.’ In these situations, responsiveness and versatility are crucial, as also transparency.

‘There are always surprises in logistics. Always. Customers must be wary of anyone who says otherwise. Transparency and tools with access to information are essential, which is why we have always been transparent and got the best technology for our customers to consistently track their shipments.’

Indeed, today’s Aerodoc is a robust company with consolidated management that is adding young talent, IT infrastructure, and lots of new customers. And how does the company’s president of 25 years see the future? ‘We see ourselves growing together with our customers and betting on new warehousing and e-commerce services,’ says Muller.

In its next 25 years, adds Zonnenschein, ‘I can see Aerodoc going after new markets, expanding our service’s scope, automating processes, reaching out to customers with different kinds of services, and working on the supply chain to increase integration between processes and customers’.

JOIN THE 25TH ANNIVERSARY CELEBRATION

Related Posts