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ShipMonk unlocks real-time insight, cross-functional alignment, and faster outcomes with Sturdy.
Summary:
ShipMonk, one of the fastest-scaling 3PLs serving thousands of e-commerce brands, needed a better way to stay ahead of customer risk. Before deploying Sturdy, post-sale teams relied on manual monitoring and anecdotal feedback, causing escalations to surface too late, often after the damage was done. With Sturdy.ai, ShipMonk began capturing real-time signals across all customer communications. This shift enabled proactive intervention, improved cross-functional visibility, and helped teams prioritize the right accounts before renewal risks turned into revenue loss.
The Turning Point: Unlocking Actionable Insights with Speed at Scale
As a 3PL, ShipMonk’s business depends on speed and accuracy to deliver on customer promises. Prior to launching Sturdy, their approach to retention was largely reactive and heavily reliant on internal anecdotal communication.. "We didn't have a good way of telling what accounts were at risk of churn," said Kevin Xu, GM and VP of Strategic Initiatives.
Traditional tools like CSAT and NPS weren’t cutting it, and the early AI tools they tested were noisy, lacked context, and required extensive data training. "They didn't give us anything meaningful."
Without real-time visibility into high-risk escalations, internal communications turned into a frustrating game of phone tag. "It took two to three days to find the right person," Kevin noted. "Or, in cases when we did respond quickly, we didn’t have the right oversight to make sure the support was sufficient."
The Solution: Real-Time Insights to Drive Proactive Interventions with Sturdy
ShipMonk needed more than another dashboard or health score—they needed actionable data delivered to the people, teams, and systems. “What we found with Sturdy was something more actionable,” said Kevin. “It wasn’t just insights—it triggered real actions in the tools we already use so that we could address customer risks in minutes.”
The Results: Instant Escalations, Aligned Teams, Smarter Retention
- Escalations in Minutes:
“It was literally overnight for us,” Kevin said. “What used to take days now happens in Minutes—Sturdy routes risks directly to the right team.” The manual tagging process is gone, replaced by automated precision. - Company-Wide Visibility:
By connecting Sturdy to the systems we are all in all of the time, ShipMonk gave leadership instant visibility into key customer signals. When high-risk Signals fire, “it doesn’t matter who sees it—someone takes action and pulls in the right 3–5 people fast.” - Smarter Decision-Making:
Sturdy created a new stream of intelligence for customer-facing teams. “No more playing tag,” Kevin noted. The right experts now step in early, with the context they need to act immediately. - Time-Saving Alerts:
Sturdy became “a robust alerting tool” that keeps teams focused and responsive, cutting down delay and guesswork across the board.
Conclusion: From Insight to Impact
ShipMonk’s journey shows how AI-driven signals can transform customer retention. With Sturdy.ai, the team moved from manual guesswork to a proactive, data-driven approach, surfacing risks in real time and acting fast. Productivity is up, signal volume has grown, and a positive feedback loop is fueling continuous improvement. As Kevin puts it, “The ROI is so clear to us.”
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