Customer Success Spotlight

Faro Logistics Leverages Nextiva to Maintain Critical Airline Partnerships and Enhance Customer Service

Faro Logistics, a prominent player in the logistics and transportation industry, operates multiple warehouse locations and manages critical facilities for United Airlines and Air China, including those at Chicago’s O’Hare Airport. With a reputation for reliability and efficiency, Faro Logistics is trusted by major global clients to handle complex logistics and transportation needs. The company’s extensive operations require a robust communication infrastructure, overseen by Bill Foley, the Sr. Director of Global IT, to ensure seamless coordination across all locations.

Challenges

Before partnering with Nextiva, Faro Logistics encountered several communication challenges that hindered their operations:

Unreliable Infrastructure: Their previous IP phone system relied on local servers, which were prone to failures if the internet connection at a main location was disrupted. This led to downstream outages that affected smaller, connected locations, causing significant disruptions to business operations.
Complex Maintenance: Managing multiple servers across various locations was not only cumbersome but also time-consuming, creating inefficiencies in the IT department.
Inefficiency in Communication: The inability to reroute conversations during outages or quickly scale the communication system when setting up new warehouse locations posed significant operational challenges.

Solution

Faro Logistics sought a cloud-based communication solution that could address these challenges effectively. Partnering with Nextiva provided them with a streamlined communication infrastructure that was both reliable and scalable. Nextiva’s platform enabled Faro Logistics to:

Ensure Continuity: Even if the main location’s internet connection went down, the platform could seamlessly redirect conversations to employees’ cell phones, ensuring uninterrupted communication.
Simplify Management: All communication servers were consolidated into a single, manageable platform, eliminating the need to track which sub-locations were connected to which server.
Improve Flexibility: Faro could quickly set up communications for new warehouse locations, sometimes within just a few days, ensuring that operations could commence seamlessly without any delays.

Impact

With Nextiva’s support, Faro Logistics experienced substantial improvements in both their internal operations and customer-facing services:

Enhanced Reliability: “For us, just having a reliable platform—something that we can switch on a dime if something does happen, or even expand on a dime—that’s been very crucial for us. But at the bare minimum, the stuff has to just work. There’s plenty of features and capabilities with Nextiva but that doesn’t mean anything if the product doesn’t work. And for us, it’s been working 100% of the time.” This reliability was critical in maintaining operations at locations like O’Hare Airport, where constant communication is essential.
Scalability: Faro Logistics could rapidly expand its communication capabilities to new locations, such as setting up a warehouse in Chicago within a few days to meet urgent client needs.
Enhanced Customer Experience: By implementing features like conversation groups and the ability to route calls to managers regardless of their location, along with automated reminders, Faro Logistics significantly improved its customer service. Clients received real-time updates and had immediate access to critical information, ensuring a more responsive and reliable communication experience.

Customer Experience Enhancement:

Nextiva’s platform allowed Faro Logistics to excel in customer service by:

Ensuring Availability: Clients could always reach someone at Faro, even during outages or when key personnel were on the move. This was especially important for their airline industry clients, where communication delays could lead to significant operational setbacks.
Supporting Business Growth: By maintaining a consistent and reliable communication platform, Faro was able to secure and retain high-profile partnerships with companies like United Airlines and Air China. These companies rely on Faro’s logistics expertise to manage their critical operations, and Nextiva’s platform played a crucial role in maintaining these relationships.

“Nextiva’s reliability and the ability to scale quickly have been absolute game-changers for us. We’ve gone from worrying about outages and disruptions to being able to focus entirely on delivering exceptional service to our clients. The peace of mind that comes with knowing our communication lines are always open is invaluable in this industry.”

Bill Foley
Sr. Director of Global IT at Faro Logistics

Future Plans

To streamline operations and provide even more efficient, omnichannel customer service as they continue to grow, Faro Logistics is exploring further integration of Nextiva’s advanced capabilities, such as the AI-powered contact center platform.

Conclusion

Nextiva’s partnership with Faro Logistics showcases how a reliable and scalable communication platform can significantly enhance customer experience and operational efficiency. As Faro continues to expand, Nextiva remains a critical partner in supporting their communication needs and ensuring their customers receive top-tier service.

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