How PortPro’s Customer Success Team Helps Customers Operate Optimally and Grow

Meet Ingrid Rosales, PortPro’s Director of Customer Success, and her team – a dedicated and passionate group of professionals (all with drayage industry experience) who assist customers in transitioning from PortPro's onboarding process to becoming fully active users of the PortPro system and beyond. Ingrid and her team operate with one clear goal — make sure customers are happy, using the system in the most optimal way, and helping customers to achieve their business goals. When customers utilize all of the system tools, they perform better and their teams are motivated because they eliminate all the manual processes that made their life difficult. Moving forward, customers operate efficiently and appreciate the extra time to work on growth-oriented projects.

Here’s the 3-step process Ingrid and her team use to help each customer succeed with its TMS platform.

1. Assign a Customer Success Manager and Set Expectations

After the onboarding process, it’s the job of the Customer Success team to work directly with each customer to help them thoroughly understand and utilize all the time-saving features, communication tools, and reports that PortPro offers. Everyone on PortPro’s Customer Success team comes from the drayage industry and can appreciate the challenges customers face. This makes it easier to spot problems before they happen and recommend best practices. Customers trust PortPro’s team to jump in and help as needed —confident that PortPro’s customer success managers have first-hand experience working in the industry.

2. Identify Metrics Customers Care About

Data is KEY. PortPro begins by discussing business goals with customers, then analyzes their usage data to ensure they are utilizing all features of the system optimally. Customer Success Managers look for areas that can be automated and make recommendations accordingly. They also help customers to establish goals for their CSRs, dispatchers, billing managers and drivers working on the platform to support them with ongoing training of the right system tools that help automate and optimize.

3. Provide Ongoing Consultation, Quarterly Check-ins, and More

According to Ingrid – “once a customer goes live, that’s the beginning of PortPro’s ongoing support”. So whenever there's a situation - whether it’s a new or mature customer, the manager offers consultation – and alternate solutions for how they can do a specific process better, or how they can capture more revenue.  This includes looking at the entire operation:  How do they look at equipment utilization? Where can they save their customers money? What things can they do to attract new customers? 

PortPro’s team goes above and beyond the digitizing of customer’s operations – it’s about helping them grow their business.  For example, customer success managers help customers to offer automated cost analysis via PortPro’s reporting, so their BCOs can get access to real-time data on their end, which helps them better plan and forecast with their teams. This helps customers improve their customer relationships and retain and increase their business.