“ I have heard amazing comments from the staff on the floor saying ‘oh my god this feature is amazing, our customers are going to love this, we could have never done this before’ and those are all things that make us realize we have made the right investment in Rose Rocket. ”
Western Alliance Logistics was formed in 2017 by two young entrepreneurs who owned a sister company that leveraged brokers as a part of their operations. When they realized that they weren’t getting the service they were expecting from their broker partners, they started Western Alliance Logistics to offer the top quality customer service to their customers that they envisioned was possible. Their strategy worked - they experienced such a high amount of growth that they began experiencing “growing pains”. They knew they had to set up a plan for the future, and a long-term one at that.
That’s when they brought on Pam Hunt as their General Manager. Hunt’s background wasn’t in logistics – having initially joined Western Alliance Logistics as a Financial Controller, Hunt had spent her career in finance and accounting roles across various software companies. When she took over as General Manager, she built out a 5-year business plan that would allow for Western Alliance to grow both quickly, and painlessly.
Hunt started with their TMS. She knew their current setup wasn’t working – they didn’t have an easy way to access their own business data, leaving them with a lot of manual work when it came to planning for the future.
"It may sound silly to say that just one piece of software can make a change like that, but because a TMS is so important to a logistics company, it really does affect the whole business, from the sales floor to the customer service floor, and right to the finance team. We’re seeing big improvements across the board."
Pam Hunt, General Manager
Putting data first with Rose Rocket
When assessing different TMS options, Hunt prioritized three things:
- The solution had to be an online platform: Having worked in a variety of software companies in her career, she knew they needed a long-term solution that is cutting edge, and on-premise software wasn’t sustainable for the future. Rose Rocket’s cloud-based TMS solution was the perfect fit – if her staff had access to the internet, they had access to their TMS.
- The solution had to allow for customer accessibility: Since customer service is a top priority, they had to meet customers where they are, which often happens to be online and in real-time. Rose Rocket’s industry-leading Customer Portal gave every customer access to their own private and secure portal where they could manage and track their orders any time they wanted.
- The solution offered access to data and reporting: Western Alliance Logistics can’t plan for the future without access to their data, so this was important for their long-term strategy. Rose Rocket’s advanced business analytics offered a dashboard and multiple reports that offered great insight into the profitability and performance of their business every day.
Streamlined processes enabled same-day invoicing
“Anyone that runs a business knows that the faster you can get an invoice in the hands of a customer, the faster you get paid.”
Onboarding with Rose Rocket took 2 weeks, and today Western Alliance Logistics fully operates within Rose Rocket to make every process faster.
One of the biggest areas of impact was processing invoices. With their previous TMS, it would take weeks or even months to get an invoice in the hands of a customer. Today, it can happen within the same day. With functionalities that clearly organize information, communications, and documents in the context of every order, and having multiple ways to collect PODs, Rose Rocket allowed Western Alliance Logistics to streamline their invoicing process.
It streamlined it so much, that Hunt was able to reallocate an entire headcount, whose job was previously to invoice customers, to another area of the business where they are able to add even more value.
"For us, I have been able to save a whole headcount in the invoicing process, and I have been able to divert that resource to another part of the business, so that has been an amazing piece that has come out of us implementing Rose Rocket.”
“It may sound silly to say that just one piece of software can make a change like that, but because a TMS is so important to a logistics company, it really does affect the whole business, from the sales floor to the customer service floor, and right to the finance team. We’re seeing big improvements across the board.”
Leveraging customer-centric functionalities for better service
“Being able to have our customers log into a portal is something we were never able to do before.”
Western Alliance Logistics valued offering high quality customer service, and they found that Rose Rocket’s TMS had features that helped them do that better and faster.
“The other thing that I love about having implemented a TMS like Rose Rocket is I get to tell our customer base, our clients, and our staff, that we are making investments in technology, and they can see it right off the bat.”
With new customers, Hunt and her team knew that it was important to be able to identify who is a new customer so that they can provide hyper care in their first few experiences with Western Alliance Logistics.
Through Rose Rocket, they were able to leverage a feature called Tags, that allowed them to identify which customers were new, and which orders belonged to a new customer. This allowed their Customer Service agent to follow-up on the next day after a completed delivery and gather valuable feedback from their new customer to help start this business relationship off on the right track.