ActivTrak Helps Ship Sticks Improve App Usage, Optimize Workflows & Balance Workloads

Ship Sticks was created to solve a traveling golfer’s worst nightmare: not receiving his or her golf clubs on time. It’s since expanded into shipping skis, luggage, and more. As the most reliable and cost-effective shipping service available, Ship Sticks has partnered with the world’s finest golf resorts, country clubs, and hotels to allow for an effortless shipping experience.

The four-time consecutive winner of Golf Digest Editors’ Choice Award for “Best Golf Club Shipper” wanted to be better than the best. Ship Sticks knew there were areas of the business that could be improved upon. Dedicated to providing top-notch customer service, the company zeroed in on the Customer Call Center team in an effort to help drive employee productivity and workplace efficiency. With data collected through ActivTrak’s workforce analytics platform, Ship Sticks was able to identify bottlenecks and optimize performance across the call center team.

For the Ship Sticks management team, understanding how work gets done in the call center is critical to their success. Part of increasing efficiency is finding instances of misspent time.

Employee productivity

“There are two ways to look at misspent time: one is from the parental perspective, which is not the objective that we had,” explains Nick Coleman, CEO of Ship Sticks.

Data security

Instead, company management sought to tighten up the customer service representative (CSR) workflow. The data ActivTrak collected showed them that CSRs were opening multiple applications just to service one customer.

With detailed reports like the Activity Log, they discovered that lag time in jumping back and forth between applications was at least seven seconds per click. Along with that, application usage data helped Ship Sticks management determine which software applications CSRs needed on their computers and which ones they didn’t. Coleman and his team used that information to eliminate unnecessary applications and create a more streamlined technology.

A year into ActivTrak use, Ship Sticks executives say they’ll continue to use the workforce analytics software to increase employee efficiency and provide a better customer service experience for their customers.

Customers aren’t the only ones who reap the benefits. Management says the CSRs appreciate the improvements made to their workflow. “They’re grateful and they’re thankful [for the changes we’ve implemented based on ActivTrak data]. They’re like, ‘Wow, I can do this much faster,’” Coleman says.

Whether it’s used to get a clear view of how employees work, to become more efficient, or to make smarter staffing decisions, Ship Sticks understands the importance of behavioral data. And with the insights gathered from ActivTrak, Ship Sticks is able to become better at what they set out to do almost a decade ago: eliminate the aggravations associated with traveling.