About the Client
Estes Express is a renowned transportation solutions provider that offers a comprehensive range of freight services across North America. With a rich history spanning over 90 years, Estes is recognized for a commitment to reliability, efficiency, and customer satisfaction while catering to a wide range of logistical needs with precision and professionalism.
Goal
As an established leader in freight transportation, Estes Express had already made thoughtful investments in Salesforce to support its growing operations. Over time, however, system complexities and legacy configurations began to limit efficiency. Teams experienced recurring issues and saw room to improve tool performance and user experience.
With rising customer expectations, Estes also identified opportunities to enhance responsiveness and introduce more digital self-service. While their service quality remained strong, they wanted to move faster, deliver personalized service, and innovate consistently as part of their long-term strategic vision.
To realize this next phase of growth, Estes sought a partner who could align Salesforce with both near-term goals and long-term strategy. Bridgenext stepped in to help unlock that potential.
Solution
Bridgenext began by taking a consultative approach – evaluating Estes Express’s existing Salesforce setup to identify areas for optimization, not reinvention. The focus was on refining what worked, resolving friction points, and aligning the platform more closely with business goals.
Through close collaboration with Estes’ product owners and IT teams, Bridgenext provided strategic guidance and hands-on execution across numerous key initiatives:
Key solutions delivered:
- Salesforce Chat & Chatbot Deployment: Introduced live chat to enhance real-time support. Later expanded to include Einstein chatbot functionality for handling basic queries, improving response speed and reducing support volume.
- Marketing Automation Implementation: Deployed Salesforce Account Engagement to automate campaigns, reduce manual marketing workload, and improve customer targeting through better tracking.
- Web-to-Case Enablement: Enhanced customer self-service by implementing native Salesforce tools on the website.
- Sales Process Optimization: Automated pricing requests and customer onboarding for faster quote turnarounds and improved CX.
- Cross-Team Salesforce Adoption: Enabled Time Critical and EDI teams within Salesforce for broader collaboration and visibility.
- Reporting & Analytics Overhaul: Built dashboards to track marketing ROI and sales KPIs, enabling data-driven decisions.
- Tech Debt Cleanup: Removed undocumented legacy workflows, resolved system errors, and optimized third-party integrations for long-term system health.
By combining strategic Salesforce expertise with a deep understanding of logistics challenges, Bridgenext enabled Estes Express to transform its customer experience, marketing operations, and business resilience.
A 2023 upgrade to Salesforce Unlimited Edition has opened doors to additional technical capabilities including Einstein AI, automation, and chatbot enhancements, without Estes needing to invest in costly third-party licenses.
Results
Estes Express’s transformation was more than a tech upgrade, it is a strategic business evolution. With Bridgenext’s expert guidance and the power of Salesforce, they maximized the value of their existing investments, enhancing agility, insight, and resilience across their operations.
This intentional approach, building on platforms they have already invested in, ensures long-term impact and growth. The journey continues with automation and a roadmap built on trust and performance.
- Measurable improvements to service quality and customer satisfaction via self-service options and automation for streamlined case resolution
- Eliminated recurring errors, reducing internal team frustration and downtime
- Customer support teams now dedicate more time to complex or high-value interactions
- Salesforce adoption expanded org-wide, improving collaboration and data visibility
- Significantly reduced the turnaround time for onboarding
- Lead scoring + routing automation accelerates sales handoff for qualified leads
