How Rush Order Provides Fast Industry-Leading Client Communication
When your inventory is moving and orders are flooding in, you need answers fast.
Here's how we transformed our customer communication to ensure you never wait for a response during critical moments.
20% Faster Response Times
10% Fewer Support Tickets
4.5/5 Client Satisfaction Score
100+ Automation Rules Deployed
The Challenge
Why We Decided to Change
At Rush Order, we've always prided ourselves on being responsive. But a few years ago, we realized that "pretty responsive" wasn't good enough—especially during peak season when every hour matters.
Our account managers were handling hundreds of conversations daily across email, phone, Slack, and client-preferred channels. While we kept things moving, we started noticing patterns that bothered us:
Occasional delays added up. When you're juggling dozens of conversations, even a well-intentioned account manager can lose track of a request. It didn't happen often, but it happened enough that we knew we needed to fix it.
Clients had to follow up. Nothing erodes trust faster than sending an urgent question at 9 AM and still waiting for an answer at 4 PM. We saw clients sending multiple follow-ups, which increased their frustration and added to our ticket volume.
We couldn't measure what we couldn't see. Our managers had limited visibility into response times and team performance. Without data, it was hard to spot bottlenecks, coach the team, or hold ourselves accountable to the standards we wanted to maintain.
The real problem? We thought we were being responsive, but we weren't tracking it. And if you're not measuring it, you're not managing it.
“Responding to customers in a fast, accurate way is mission-critical for us. Before implementing our new system, things occasionally fell through the cracks, and we needed tools to help account managers reply faster and more reliably.”
Our Approach
Building a System for Speed and Accountability
We didn't want to just throw technology at the problem. We wanted to build a system that would make our account managers more effective while giving leadership the visibility to support them when needed.
After seeing how industry peers like Flexport were managing customer communication, we decided to implement Hiver—a customer service platform that integrates with our existing email infrastructure.
The goal was simple: Ensure every client inquiry gets a fast, accurate response, every single time.
What We Implemented
Shared Inboxes for Complete Visibility
We created shared inboxes for each account management team, segmented by customer groups. This gave every team member working with a client complete visibility into all conversations. No more wondering if someone else already responded or if a request fell through the cracks.
Account managers can also leave private notes on threads, enabling internal collaboration without cluttering client-facing communication. This has been huge for complex questions that require input from warehouse operations or logistics teams.
100+ Automation Rules for Smart Routing
We built over 100 automation rules to ensure customer requests always reach the right account manager. Clients consistently hear from their dedicated point of contact, which builds trust and continuity.
When someone is out of office or on vacation, messages automatically route to the next available teammate. Nothing slips through, even when people are away.
Automatic Categorization for Reporting
Every conversation is automatically tagged based on the client organization, request type, and urgency level. This serves two purposes: it helps route messages correctly, and it generates reporting that gives leadership insight into how each customer account is performing.
We can now see patterns—like which clients need more proactive communication or which types of requests take longest to resolve—and adjust our approach accordingly.
Collision Alerts to Prevent Duplicate Responses
With multiple people sometimes reviewing the same conversation (account managers, their managers, and occasionally department heads), we used to risk sending duplicate or conflicting responses.
Now, when someone is drafting a reply, everyone else sees a real-time alert. This simple feature has eliminated confusion and ensured consistency in our client communication.
SLA Tracking for Measurable Accountability
This was the game-changer. We now track key metrics like first response time, all-response time, and resolution time for every single conversation.
When an SLA is close to being breached, the system automatically alerts our head of account management. This allows leadership to step in and support the team before a client experiences a delay.
Our account managers have embraced this accountability. They treat their SLA performance as a badge of honor, and we celebrate team members who consistently hit their targets.
Our clients also celebrate these wins with us as we present our SLA metrics in every single quarterly business review (QBR).
The Results
What Changed (And What Our Clients Noticed)
The impact was immediate. Within weeks of implementation, we saw measurable improvements across every metric we track.
20% Faster Response Times
Our average response time dropped by 20% almost immediately. With no messages slipping through the cracks and account managers motivated by SLA tracking, clients began receiving answers more quickly and consistently.
This matters most during peak season. When your biggest retail partner is asking about a shipment at 3 PM on a Friday, getting an answer in 30 minutes instead of 3 hours makes all the difference.
10% Reduction in Support Tickets
Before implementing our new system, our account managers handled about 1,000 customer conversations per day. After implementation, that number dropped to around 900—a 10% reduction.
Why? Because when we respond faster and more accurately the first time, clients don't need to send follow-up emails. One clear, complete answer eliminates the need for "just checking in" messages.
This has freed up our team to be more proactive rather than reactive, reaching out to clients before they even need to ask.
Client Satisfaction Jumped from 3.5/5 to 4.5/5
This is the metric we're most proud of. Our client satisfaction scores for account manager communication rose from 3.5 out of 5 to 4.5 out of 5.
That's a 28% improvement driven by faster responses, better internal collaboration, and account managers who can deliver updates that are both timely and accurate.
We now regularly hear from clients that our responsiveness is one of the main reasons they stay with Rush Order. In an industry where communication can make or break a partnership, that's exactly where we want to be.
Greater Accountability Across the Organization
SLA tracking introduced measurable accountability to our workflows. Leadership can see exactly how we're performing, and we can quickly identify when someone needs support or coaching.
We also roll these SLA metrics into our quarterly business reviews (QBRs) with clients, giving them clear, data-backed visibility into our responsiveness. This transparency has strengthened client relationships and built trust.
“In just weeks, we saw 20% faster responses, 10% fewer tickets, and higher customer satisfaction. Our customers noticed the difference immediately.”
“Our new system gave our account managers the structure they needed—shared inboxes, automation, collision alerts, and SLA tracking all work together to keep communication organized, consistent, and scalable.”
What’s Next
Continuing to Raise the Bar
We're not stopping here. As our account management team grows, speed and consistency will remain top priorities.
Expanding Beyond Account Management
We're planning to roll out our customer communication system to internal-facing teams so that the entire organization can collaborate faster and more consistently. Even departments that don't interact directly with clients can benefit from better response times and clearer communication.
AI-Powered Response Suggestions
We've started exploring AI-powered suggested responses that help account managers draft replies more quickly without sacrificing tone or quality. As our team grows more comfortable with AI features, we see opportunities for deeper adoption to improve both speed and quality.
Live Chat Integration
We're planning to embed live chat into our client-facing dashboard so customers can connect instantly while viewing their inventory and order data. This will give clients another channel for immediate support during critical moments.
Slack Integration
Since many of our clients already use Slack to communicate, we're considering pulling those conversations into our centralized system. This would give us a single, unified place to track all client interactions, regardless of channel.
Why This Matters for Your Business
What You Can Expect When You Partner with Rush Order
This isn't just a story about implementing new technology. It's about our commitment to being the kind of partner you can count on—especially during the moments that matter most.
You'll Get Answers Fast
When you send us a question, you won't wonder if it got lost. Our SLA tracking and automation ensure that every inquiry gets routed to the right person and answered quickly.
You Won't Need to Follow Up
Because we respond faster and more completely the first time, you won't spend your day chasing answers. You can focus on growing your business instead of managing your 3PL.
You'll Have a Dedicated Point of Contact
Our automation ensures you consistently hear from your dedicated account manager—the person who knows your business, your inventory, and your priorities.
You'll See the Data
We share our SLA metrics in quarterly business reviews, giving you transparent, data-backed visibility into our responsiveness. You'll never wonder how we're performing—you'll see it in black and white.
You'll Experience True Partnership
As one of our clients recently said, Rush Order is "an extension of our team" rather than just a vendor. Our ongoing investment in communication infrastructure is proof that we take this partnership seriously.
Ready to Experience Rush Order's Responsiveness?
If you're tired of chasing answers from your current 3PL, especially during peak season when every minute matters, let's talk about how Rush Order can support your business.
What Happens Next?
Schedule a Call: We'll discuss your fulfillment needs and current pain points
Get a Custom Quote: We'll provide transparent pricing based on your specific requirements
Experience the Difference: See firsthand what the fastest response times in the industry feel like