Shaker Logistics erases the stress caused by a shared Outlook inbox while maintaining high customer service standards.
Shaker Logistics takes an innovative approach to transportation and shipping services to keep customers happy and loyal. Backed by a global network of contacts and an asset-based 3PL, they can deliver anything, anywhere, securely and on-time.
Challenge
While Shaker Logistics focuses heavily on customer service, the tools they were using made it difficult to live up to their vision. Using Outlook to manage their high volume of customer messages meant that messages weren’t always getting routed to the right person — and were sometimes accidentally getting trashed. Stephen Seifridsberger, Logistics & Transportation Manager leading the customer service and freight brokerage team, realized that they needed to find a new way to handle messages if they were going to maintain their reputation for great customer service.
Solution
Seifridsberger found Front at a TIA conference and spearheaded the implementation with his team of ten at Shaker. He quickly had the entire company using Front to manage email and SMS text messaging via Twilio. The company is now committed to responding to every message within an hour and achieving Inbox Zero by midnight every night before their night shift team member comes in.
Rules and auto-assignments streamline the process while maintaining visibility
For the messages coming to the customer service team, rules ensure that the designated account manager is assigned messages from their customers. Around 2000 rules are triggered each month, saving Seifridsberger from spending time sorting through the inbox and forwarding messages to the account managers. As a result, he saves over an hour a day, which he can now devote to team one-on-ones or spend with clients.
And while the account managers are automatically assigned messages from their customers, Seifridsberger maintains full visibility. He no longer has to chase emails as he used to when team members forgot to CC replies. He shares, “From a management standpoint, Front is fantastic. I can find anything I need to at any time. If our night person needs something or if someone is on vacation, it all lives in the same place, so it’s easy to find.”
From a management standpoint, Front is fantastic. I can find anything I need to at any time.
Comments, shared drafts, and message templates streamline collaboration
Rather than forwarding messages to various team members and CCing others, creating a disorganized stream of back-and-forth, the team can use comments and discussions to ask for input and organize their collaboration around how to handle a customer situation. Shared drafts make gathering input directly via edits simple, while saved message templates keep communications consistent.
Front eliminates the stress from the holiday rush
Seifridsberger shares that the way Front streamlines communication has translated into a less-stressful holiday rush. He says, “Holiday rush? We just take that in stride! In all seriousness, we feel a surge in freight volumes toward the end of Q2 & Q4, but we’re prepared. Beyond staffing up, Front allows us to stay on top of all communications, so nothing gets lost, even in the rush.”
Front allows the team to deliver exceptional service while providing a strong company culture
Seifridsberger says that Front allows the team to deliver the level of customer service they aim to. “Shaker Logistics differentiates itself on service and finding the best solution, so being able to keep customers happy is a top priority. And we need the best tech to provide that service and stay organized.” While the goal has been to respond to customer messages no later than an hour after receipt, the team now averages less than 30 minutes.
Shaker Logistics differentiates itself on service and finding the best solution, so being able to keep customers happy is a top priority. And we need the best tech to provide that service and stay organized.
At the same time, Shaker Logistics is a great place to work that focuses on a sane workday for its employees. Seifridsberger says, “It’s an exciting workplace that people want to come to. We’re always trying to improve our culture where we can, and an important part of that has been reducing the stress associated with email. And we have fun with Front. With the comments feature, we’ll drop in an emoji or gif or something. It’s good to have fun.”
