Priority1 Improves Retention, Relieves Stress, Raises Productivity

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Priority1 is a technology-enabled third-party logistics company. Partnered with thousands of national and regional carriers, Priority1 offers full multimodal transportation services, both domestic and international. Because the company has thousands of customers who are shipping loads regularly, the team manages 500-600 emails per day.

Challenge

As Priority1 grew, their old email system couldn’t keep up. Customer messages were sent to multiple team members, and no one individual was designated to respond. As a result, sometimes customers received multiple responses, and team members were continually worried that they might let something slip through the cracks.

Grant Crawford, the CFO at Priority1, explains, “There was one employee that talked about how she would go home at night, stressed out about what she left behind, and have a cloud of dread floating over her.” The team needed a system to organize their customer communications and give peace of mind to team members.

Solution

Front’s solution empowered Priority1 to accomplish both of their goals — they were able to dramatically improve customer satisfaction through efficient response times and alleviate the stress on team members.

Keeping customers informed leads to improved retention and growth

In the logistics business, success is tied to how well customers are kept informed about their shipments. Customers want to know the status of their shipments, and they want to be assured that there are no issues. Customers who check in expect a response within minutes or hours, not days.

Using Front to organize customer communication has allowed Priority1 to hit their target response times and improve customer retention as a result. Crawford says, “When the customer’s happy, they're going to come back and purchase from you again. We've enjoyed higher retention of business as well as growth of business using Front.”

When the customer’s happy, they're going to come back and purchase from you again. We've enjoyed higher retention of business as well as growth of business using Front.

Grant Crawford, Chief Financial Officer at Priority1

Streamlining workflows reduces stress and improves team happiness

Using Front has alleviated the stress that came from the previous email process. Team members now have full visibility in their shared inbox, so they can see if another team member has already responded to a customer inquiry. Additionally, team members can tag colleagues for input or assign messages that require specific knowledge. Crawford shares, “Front’s made our employees' lives easier, and it’s reduced their stress level. It’s also increased their confidence that they’re performing at a high level.”

Front’s made our employees' lives easier, and it’s reduced their stress level. It’s also increased their confidence that they’re performing at a high level.

Grant Crawford, Chief Financial Officer at Priority1

Front delivers sustained ROI

While using Front has reduced employee stress, it’s also increased productivity. Crawford says, “Front allows our employees to be more effective and take more work on during the day through working smarter, not harder. This has become a self-funding exercise. Front is a game-changer.”

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