Adding the Logixboard customer experience platform fosters growth, efficiency, and retains key customers.
RIM Logistics, ltd. (RIM), a global logistics service provider headquartered in Roselle, IL, credits Logixboard with helping them win back a $25M customer and grow sales more than 200% over the past two years.
However, their path to growth and digitization success wasn’t direct, and the value they received expanded beyond just new sales.
The Digital Forwarder Dilemma
RIM’s customers, like many freight forwarding customers around the world, were seeing digital-first forwarders with state-of-the art technology expanding their presence and threatening to take market share.
“The new concept was digitalization and customers wanted to know what we were doing to not just be a freight forwarder, but also be a technology solutions digitalization company,” said Brandan Mueller, VP of North America at RIM.
Their team was showing customers legacy purchase order management tools and excel spreadsheets that were cumbersome. Customers were unimpressed.
The main problem was being attractive with modern day technology. We knew we were better as a company because of our data and how we were doing business, but we weren’t as attractive.Jason Steinke, Executive Vice President of RIM
To make matters worse, RIM lost one of its best customers on the very last day of the deal, because they weren’t yet ready to give their customer the kind of technology they were seeing elsewhere in the market.
Searching for a Solution: Building Vs. Buying
RIM began searching for solutions. They were asking important questions. “Do we build our own platform? Do we buy something? What do we do?” They started hiring.
They looked at partnering with existing software companies they already used. They looked at universities for web and software engineering students and interns that could help them develop something.
They spent the better part of a year investigating options and looking at it from all angles.
Meanwhile, they started thinking about customer experience solutions differently and how they could integrate all of their sensitive data seamlessly, positioning them for a new platform that could help them compete in the changing market.
“We needed to combine what we had and become something to reckon with,” added Steinke.
Winning Back a Treasured Account
RIM spoke with 11 organizations before they got to Logixboard.
“There’s a lot of technology out there that’s all about marketing, but when you peel back the marketing, the actual technology itself is not as advertised.”
Logixboard was different.
RIM ultimately signed with Logixboard, and the rest, as they say, is history.
When they went back to their customer and showed Logixboard to the decision maker, they were immediately convinced, and they started doing business again.
“We’ve had a lot of conversations like that,” said Steinke.
Within six months, RIM had earned $25M in additional business.
Within their first year of signing with Logixboard, they landed an additional $50M in business directly due to having Logixboard for their customers.
Sales Team Confidence Grows. Sales Soar
Before Logixboard, the RIM sales team was struggling to find something that would differentiate themselves from their competitors.
“We had built these relationships over the course of two or three years. We had gone to lunch. We had gone to dinner. However, we weren’t closing any sales. Once Logixboard and RIM partnered, we had something to go to our sales team with and say, ‘hey everyone, look at this’. Having Logixboard gave everyone a sense of confidence,” added Mueller.
Since then, RIM has grown from a $200M business to a $600M business. Having Logixboard as the secret weapon to help them win deals was an important part of this success.
Huge Efficiency Gains. Higher Value Functions. Better Customer Experience.
Choosing Logixboard has also led to increased operational efficiency, helping the RIM accounts team transform from an operational role to a more commercial role.
Rather than responding to emails, answering phone calls, and mining for data through their system, the account management team now focuses on higher-value functions that directly impact revenue and customer satisfaction.
“Instead of doing those functions which were really more operational, we now have them more focused commercially, selling additional business and looking at their book of business, and saying, okay, ‘how are we going to grow this?’” said Mueller.
Communication has improved tremendously on both sides as well. Their team and their customers are now, literally, on the same page, looking at the same data on the same platform.
“I just think they’re doing less pushing there; they are pushing less data. They’re scrubbing fewer reports and definitely making the customers more self-reliant. Customers are getting exactly what they want, 90 percent of the time or better, and not contacting us because it’s right there at their fingertips,” said Steinke.