How Boots on the Ground has shaped the SprintPass experience
Our digital pickup and drop-off system, SprintPass, has been active for five years, and if we have learned something in that time, it is that what makes a good software is listening to the people that use it every day. Working alongside the different types of SprintPass users has allowed us to develop a customer experience that is specific for different GHA scenarios.
This is a customer service approach that we have named “Boots on the Ground”. Because we work directly with truck drivers, warehouse and front counter agents and cargo facility managers, we are able to receive one-on-one feedback throughout training, and we can, in return, work to offer a version of SprintPass that works best for each cargo facility.
When we first started developing the system, we sat down and decided that our main goal, more than just putting a second product on the market, was to improve processes that have challenged the industry.
After SprintPass started going live on the first few cargo facilities, it did not take us long to realize that every location operates differently, and we agreed that we needed to make sure the system could be adapted to each location’s requirements.
The essence of SprintPass is that it is not built for one particular type of user. Our software team has worked hard over the last five years to make sure it is able to touch many aspects of the supply chain, and our boots on the ground team has led the direction through close interaction with our programmers. We try to identify and understand the challenges of everyone who uses our system, making sure they feel heard.
Every time SprintPass goes live in a new building, we are filled with joy, and our favorite part is seeing the smiles on the people we train when they realize that the system is really going to provide visibility and information that was not available before.
All in all, there are a lot of elements behind applying our Boots on the Ground approach. But the main thing we keep in mind is that we do not have all the answers, we will continue being open to feedback and suggestions from our users; that is how we know that we can really change the industry.
