Global logistics is evolving faster than ever. It’s no longer just about physical movement, it’s about the smart orchestration of data, decisions, and processes that make global supply chains run smoothly. Increasingly, the enablers of this shift are rooted not in trucks or terminals, but in the structure of our shared services and third-party support models.

In my previous role, I had the opportunity to help lead the expansion of shared services across the Americas for one of the largest logistics firms in the world. That model was built entirely around a captive shared services structure and it delivered strong results. But looking at the landscape today, I believe we’re entering a new era that demands something more flexible, more automated, and more globally connected.

Shared Services Are Moving Upstream

Shared services used to mean back-office functions such as HR, payroll, or finance. That’s no longer the case. Today’s shared service centers are taking on:

• Freight audit and payment
• Trade compliance and documentation
• Customer service and order tracking
• Reporting and performance analytics

According to SSON, over 75% of shared services leaders now report directly to the C-suite, and more than half have expanded scope to support operations and customer-facing functions.

In logistics, that means shared services are becoming a core enabler of end-to-end visibility, compliance, and control, not just cost containment.

Intelligent Automation Is Changing the Game

Meanwhile, third-party BPO providers are embedding intelligent automation into core logistics support activities. We’re seeing:

• Invoice and freight audit reconciliations handled by bots
• Real-time compliance checks across geographies
• Smart exception alerts tied to shipment milestones
• Workflow automation that reduces manual data entry

One recent report showed BPOs that leverage intelligent automation in logistics support are seeing gross margins over 35% and revenue per employee exceeding $90K. That’s efficiency redefined.

A New Operating Model Is Emerging

Here’s where it gets interesting: most logistics firms still rely on a single support strategy, either a captive center or a BPO. But what if we stopped thinking in binaries?

What’s emerging now, and what I believe holds enormous promise, is a hybrid logistics support model that blends:

• Captive shared services for governance, quality, and institutional knowledge
• Third-party BPOs for scale and automation
• Freelance and independent specialists for agility, expertise, and on-demand support

While hybrid models are more common in other industries, logistics has yet to fully embrace this trifecta. Peeriosity found that only 34% of global companies currently operate hybrid service delivery strategies and very few include freelancers in a structured way.³

In a world where agility and specialization are essential, this model deserves serious attention.

(Freelance can be a critical component of a larger strategic model.)

What the C-Suite Should Consider Now

If you’re leading a global logistics or supply chain operation, here are a few timely questions to ask:

1. Are your support teams structured for resilience, or just cost containment?
2. Are you leveraging automation to reduce friction in your logistics workflows?
3. Can your shared services operation support trade compliance, freight audit, and CX?
4. Is it time to pilot a hybrid model that blends captives, BPOs, and on-demand talent?

A Final Thought

I’ve seen how shared services can power operational excellence and I’ve also seen the limits of doing it with just one model. For forward-thinking logistics leaders, this is a moment to reimagine support from the ground up.

The companies that thrive in the next decade will have delivery models as agile as the supply chains they serve.

Want to explore how a tailored hybrid model could support your logistics transformation?
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