How We Transformed Customer Support for a 30-Year-Old Freight Company Using the HARDEN Method
Our first real-world success story: turning ticket chaos into automated efficiency
The Challenge That Every Growing Company Faces
Picture this: You’re running a successful freight forwarding business. Thirty years in the market, solid reputation, growing customer base. But there’s a problem that’s eating away at your team’s productivity.
Every day, hundreds of customer support tickets flood your Zendesk. Your agents spend hours just figuring out where each ticket should go. A booking confirmation gets mixed up with an urgent shipping issue. Documentation requests sit in the wrong queue for hours. Your customers wait longer than they should, and your team feels overwhelmed.
Sound familiar?
This was exactly the situation our client faced when they reached out to us. And it became the perfect testing ground for our newly developed HARDEN Method for Automations.
But let’s dig deeper into what this really looked like before we stepped in.