Interview: Navigating the ‘Wild West’ of Customs Systems

Interview: Navigating the ‘Wild West’ of Customs Systems – A Conversation with Dale Fletcher

Before the official release of our three-part, one-hour YouTube interview on customs software, I had the chance to sit down with Dale Fletcher, a seasoned professional in the customs space, to discuss his first-hand experience with evaluating and implementing customs software solutions.

Dale’s insight into the often chaotic and confusing world of customs software is invaluable, especially for those looking to take cross-border operations into their hands.

Arne Mielken (AM): Dale, thank you for joining me today. You’ve worked with customs systems across various industries for your clients and your projects. How would you describe the current landscape for customs software solutions?

DF: The landscape is evolving fast, and with so many new and established providers entering the market, I felt it was important to share my experiences.

That’s actually one of the reasons I agreed to do this three-part interview with you, Arne. I’ve seen too many businesses struggle with choosing the right software, often making costly mistakes because they don’t know the right questions to ask or what to look for in a system.

By breaking the interview into three parts, we can really dive into the details—what companies need to know, the common pitfalls, and how to make an informed decision. It’s about giving people the tools to approach customs software more confidently, rather than feeling overwhelmed by the options.

AM: In the interview, I understood clearly that customs software selection and implementation sounds like a real challenge. Can you tell me more about why this process feels like the 'wild west' to you?

Dale: That's exactly how I would describe it. We’re seeing numerous new and established systems providers, and the landscape is constantly evolving. Each provider claims to have the best solution, but very few offer transparency about their system’s limitations. Customers often don't know what to ask, and many providers aren’t exactly forthcoming with critical details unless pressed. So, the onus falls on the buyer to have enough knowledge to make informed decisions. It’s a tricky balancing act, especially for businesses that may not have in-depth customs expertise in-house.

AM: That sounds daunting. What have you found is the most important thing for businesses to consider when choosing a customs system?

Dale: The most important thing is for businesses to really understand their own needs. I think many companies assume that a customs system will solve all their problems, but that’s rarely the case unless they have a clear picture of their processes and where the system needs to fit in. It’s not just about compliance; it’s about efficiency, scalability, and how well a system integrates with their existing infrastructure.

AM: You mentioned that many clients don’t know how to ask the right questions. Can you elaborate on that?

Dale: Sure. Most clients know they need a customs system but are unsure what to ask beyond basic functionality. They often don’t understand the finer details of what makes one system more suitable than another for their specific operations. For instance, does the system handle the complexities of different trade agreements? How well does it manage classification or valuation? These are critical questions that are overlooked. It’s no wonder some companies end up with systems that are unsuitable for their needs.

AM: Do you think this knowledge gap is one reason why businesses hesitate to bring cross-border control in-house?

Dale: I do. I think many businesses either delay the decision or avoid it altogether because the risks of choosing the wrong system are high. They might prefer to stick with third-party providers or manual processes because those seem safer, even though they come with their inefficiencies and risks. Taking cross-border control in-house can give companies more agility and oversight, but only if they decide the right system for their needs. That’s where a lot of the hesitation comes from, in my experience.

AM: Based on your experiences, what advice would you give to businesses looking to make the leap and invest in a customs system?

Dale: My advice would be to do your homework. Don’t rely on what the suppliers tell you; go deeper. Look for real-world feedback from other users and engage consultants or experts if needed to ask the tough questions. Businesses need to understand not just what a system does, but how it can grow with them and adapt to the evolving customs landscape. It’s a significant investment, but getting it right can transform their cross-border operations.

You said

AM:  Are you happy with the results of the YouTube videos?

Dale: Absolutely! I think the three-part series turned out even better than I expected. The way we broke down the complex world of customs software into manageable discussions really worked. I’m glad we had the chance to cover the technical aspects and real-world challenges businesses face when choosing a system. I’ve already heard from a few people who watched the preview, and they said it’s been beneficial in clarifying what they need to look out for. So, yes—I’m definitely happy with the results, and I think it will help many businesses make smarter decisions.

AM: Will you be watching it live on YouTube this Friday at 3pm VST / 4pm CET?

Dale: Oh, absolutely! I’ve got it marked on my calendar. I’m really looking forward to seeing how it comes together in the live format and hearing the feedback from the audience as they watch. It’s always interesting to see which parts resonate most with people in real-time. Plus, it’s an excellent opportunity to engage with viewers through comments and answer any questions that come up. I wouldn't miss it!

AM: Thank you, Dale. Your insights are invaluable, especially in this fast-changing world of customs systems.

You can watch the first episode here.