Have you ever made an after-hours call to a company that touts its 24/7 service, only to be connected to a person who has no real hands-on experience with your situation or even no nuts-and-bolts experience at all? Have you been told very politely that your situation will be "escalated", and that they'll have a senior person call you back in the morning?
Have you been asked after such a depressing experience if you've been treated well, and whether you have any further requests? (Sometimes they even ask you to take a survey.) Who dreams this stuff up as a method of doing business?
We don't claim 24/7 service but if a call comes in at an extended (but reasonable) hour, somebody here usually picks it up. E-mail that comes in at even odder hours is likely to be answered promptly by either the person who handles your job directly, or someone who can quickly figure out the details.
Think about that when a trucker calls from a container station at 7 am, just having discovered that his Turnaround Delivery Order comes from a sub-agent, and the warehouse requires one from the master loader...
If it isn't a reasonably smooth operation after the first couple of shipments, you can probably set it up better under our guidance.
When merchants started selling ready-made garments, they never mentioned that nothing fits as well as the things the tailor used to make for you. Everyone's got similarities, but the differences have to be learned. When you deal with one person, from soup to nuts, on every shipment, s/he develops an approach that can only vaguely be approximated by the succession of desk-titles, often with changing names, to be found in a big shop. That's what keeps us mom-and-pop enterprises in business.