Recently, our COO and head of client services had a chance to visit one of our 3PL customers for a feedback session regarding our products and customer support. Generally, we like to either visit or have a phone conversation with our customers to check in to make sure we’re all on the good footing.

As we do a pretty good job of keeping track of customer support issues per client, we normally go into these conversations with a pretty good idea of areas of good performance and those that need improvement. The in-person visits are typically more insightful because we learn so much more about our customer’s experience with our company—and we get to know more about the people who are actually using our software.

In this case, we were surprised when one particular unknown (to Transite) issue was raised. Because we weren’t limited to a phone call, we sat down and worked out a mutual plan to resolve the issue through better communication and deeper training.

A few weeks ago, we conducted a customer survey to get feedback on our performance. These visits and calls are part of the same program to help us be a fantastic business partner. We welcome the feedback and that’s how we get better in our customer-driven business approach. Your thoughts are always welcome: info@transite.com