CLX Logistics is a leader in chemical supply chain solutions, providing comprehensive chemical logistics management, technology, and supply chain consulting services. With offices in North America and Europe, CLX Logistics solves its customers’ most vital logistics challenges by leveraging a broad range of industry expertise, best-of-breed technology, and a personalized, high-touch approach to deliver measurable, sustainable value.
Challenge
Like many other teams, CLX Logistics was using Outlook to manage all customer communications. But the complexity of logistics operations creates a massive volume of email. The company’s largest account—one account alone—was generating 15,000 emails per month. The customer service team struggled under the weight of all that email. They were dealing with huge numbers of emails and no way to assign ownership, which was translating into messages falling through the cracks and some emails receiving multiple responses that left customers confused and team members stressed out
Solution
The CLX Logistics team knew that they needed a better system, especially after the pandemic forced everyone to work from home and team members could no longer call out to one another across the office to collaborate. Jennifer Komives, Senior TMS Super User at CLX Logistics, led the initiative of moving the team to Front.
Training on Front was simple and fast
Komives emphasizes the value of Front’s sandbox environments as a training tool. “The demo-like sandbox environment allowed us to show users what they could do with Front and helped them to see it in action.” The sandbox allowed the team to train stress-free in the intuitive interface of Front. Komives adds, “We didn’t have to wait for anything. We could just get in there and try it out for ourselves, which expedited the process.”
The demo-like sandbox environment allowed us to show users what they could do with Front and helped them to see it in action.
Getting fully up and running required less than four weeks
The team found Front so intuitive that they were able to fully onboard in less than four weeks from the end of the demo. While using Front is easy, Komives says that Front’s onboarding team was invaluable in helping them understand how to use it most efficiently, rather than trying to recreate their inefficient Outlook process. She says, “The onboarding was easy-peasy. I’ve been involved in a good handful of technology rollouts, and this one was the most seamless. Everyone on the team immediately saw the value of moving to Front from Outlook once they saw the time that it saved them.”
The onboarding was easy-peasy. I’ve been involved in a good handful of technology rollouts, and this one was the most seamless. Everyone on the team immediately saw the value of moving to Front from Outlook once they saw the time that it saved them.
The CLX Logistics team boosts customer satisfaction by improving response time
One of the biggest benefits of using Front is the ability to improve response times. Komives shares, “Response time for us is huge because it’s built into our contracts. But it’s always been something that we struggled with. With Front, we can use the analytics on response times to measure how we’re doing and communicate with our customers that we’re meeting our targets.”
Front improves happiness by giving time back to the team
The CLX Logistics team is over the moon for the hours they’ve gotten back in their day thanks to Front. Being able to assign emails to specific team members to ensure each message receives a timely reply and quickly identify what requests are still open has streamlined their workflow dramatically. As a result, the team experiences less stress and can use the time savings for other tasks that previously kept sliding down the priority list.
When asked her advice to other teams considering Front, Komives says, “Oh my God, just do it! Seriously, if you have any issues or you’re dealing with, the workflow management that you can get with Front is unparalleled. If I ever move to another employer, I will definitely be advocating for Front if they don’t already have it!”
