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Customer Care at Coyote: How We Resolve Issues Rapidly and Continuously Improve the Process

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It’s important to us that our reputation for outstanding customer service match our position at the forefront of the 3PL space.

We help businesses transport more than 10,000 shipments every single day, and we want each of those shippers — and the 100,000+ carriers in our network who haul that freight — to have a positive experience from start to finish for each of those moves.

But we know logistics is a complex and often messy business, and sometimes you’re going to need help when things don’t go according to plan. And while we recognize that your rep or team is your primary contact for all your needs, we also have a full support team ready to stand in if they’re unavailable. 

With a new vision, our Customer Care team has been reformed and refocused to meet a standard of service excellence across these three pillars: 

  • Availability. We’re committed to ensuring our customer service model holistically supports customers where and when they need us most.
  • Care. We approach every customer with empathy for their situation, and we’re committed to delivering consistent and reliable service.
  • Speed. We know how important it is to keep you moving. We’re continuously evaluating smarter and faster ways of addressing your needs to expedite issue resolution.

We want to walk you through the process we’ve put in place for all the shippers and carriers we work with so you know exactly what to do when an issue arises, how we’ll communicate with and support you, and how you can help our process get even better.


Creating Visibility for You & Accountability for Us

We now utilize case management to work through and resolve issues for both shippers and carriers with Service Now, an industry leader in enterprise workflow management. 

This technology allows us to centralize support across phone, email and our digital platforms so that we can make it easy for you to get the help you need from the right team in the quickest amount of time.

Historically, we’ve had many inboxes or distro lists that only ended up confusing our customers, and made visibility & accountability internally less than ideal. 

Now, when you need to contact our Customer Care team, you can reach out via the following options:

This centralized platform will now allow us to collect data and measure our own performance as we help customers.

This in turn will help us identify the most common issues shippers and carriers face, and we can both take that information back to our product team and find better ways to empower users with the knowledge to resolve issues without needing to contact us at all.

4 benefits of the new customer care process


What Can You Expect to See?

So how does it work? Here’s a look at the five major steps we’ll work through with you if you report an issue.

1. Create Interaction

Using any of the methods outlined above, you’ll get in touch to report an issue. A Customer Care agent creates a record for the issue in Service Now, recording your name, contact details and a description of the issue. This will be the central point through which resolution is processed going forward. If this is a minor issue with a simple solution — an updated address or phone number, a tracking update — we’ll log it and no further updates will be required.

2. Create a Case 

If your issue requires participation from multiple teams or requires investigation, we’ll turn that record into a case. This means we’ve formally started tracking it with your rep on copy and we’ll work with our internal teams to help remediate the issue as quickly as possible. Once a case is created, you’ll receive an email with a case number and description of your reported issue.

3. Case Updated

As the case progresses, the Customer Care agent assigned to your issue will enter updates to your case. You will receive email notifications each time an update is entered to keep you in the loop. Each time you respond, your case will be updated with that information as well.

4. Case Closed

When you confirm your issue has been resolved, your Customer Care agent will close your case

5. Experience Survey

Last but not least is your chance to tell us how we did. Don’t skip this part! Hearing from you is the most powerful tool we can have as we work to constantly improve the process going forward.


Have Questions?

If you have questions or concerns about the Customer Care process, you can direct them to your shipper or carrier representative.

We’re always looking for feedback and we want to do everything we can to keep the process smooth for you.

If you have an issue to report right now, you can do so by using any of the channels listed above.