Introduction
Infinity Building Solutions (IBS) was founded in 2014 to provide quality control installations and a level of technical expertise not typically provided by building service providers. The company provides comprehensive installation and support services through a commitment to creating strong, long-lasting partnerships with customers. IBS’ products and services include installing building automation controls, control panel design and fabrication, customized professional services, and HVAC mechanical services.
IBS needed to gain more insight into the status of their shipments while en route. They were tired of depending on carriers to report accurate updates, plus the company wanted a more reliable way to prevent products from getting damaged during shipment. “We had no real-time monitoring of anything in most cases—it was ‘send it out and pray that it makes it,’” said Tyson Baker, Founder & Principal at IBS. In 2022, IBS started looking into real-time shipment visibility solutions—and found Tive.
Protecting Products = Happy Customers
For every business, customer satisfaction is king. IBS was eager to implement a real-time visibility solution to help minimize shipment delays, reduce product damage, and monitor shipment temperatures—every one of which improves the experience for their customers.
“The fact that the tracker picks up impacts, temperature, and location is invaluable,” says Baker. “The products we ship aren't hugely temperature sensitive, but there are upper and lower limits. Tive allows us to tell our customers that the shipment made it through transit in perfect condition—that it wasn't damaged and it wasn't dropped. This information gives our customers a lot of peace of mind because they can view their shipments in the Tive cloud platform, and know exactly where their stuff is.”
IBS considered solutions other than Tive, but in the end chose Tive because of the powerful ground truth insights the Tive platform delivers. Says Baker, “Once I saw how easy it was to set up shipments in the platform, I was sold.” Now they use Tive on all their shipments, and they can easily demonstrate to customers that they always know where their cargo is—and whether it was damaged. And on the off chance that cargo does get damaged, IBS can quickly pinpoint who is responsible.
Effectively Attracting New Business
Not only does IBS use Tive to improve customer satisfaction, they use the capabilities of Tive to attract new business opportunities. Often, prospects will ask IBS what tool they use to track cargo, enabling IBS to spotlight the benefits of Tive. “This solution helps us drive customer confidence,” says Baker. “Because if you've got a quarter million dollar shipment that has a delay, that’s a big risk. Tive helps me prove that their cargo is on a truck, that it left my facility on time, and that it isn’t at risk.”
Every time a new shipment is created in the Tive platform, Baker’s team sends the customer a link that they can click to view their shipment—from pickup to delivery. There is much comfort in that, according to Baker and his team. “Our customers really love this feature because they can trust that what we are telling them is 100% accurate—and they can see that their products are safe.”
In addition, the historical shipment data captured by Tive trackers benefits IBS—and their customers. If a question comes up post shipment, the reporting and analytics features in Tive make it easy for Baker’s team to demonstrate compliance. “We send them a copy of the successful shipment report, and they put it in a file—so they have it in case there is a problem later,” says Baker. Tive’s ability to provide a clear audit trail of shipments is beneficial for insurance claims.
Outstanding Customer Service is Key
A product is only as good as its customer support—and Baker and the IBS team appreciate the attentive level of support they get from Tive. “Your customer team is extremely responsive,” says Baker. For example, when IBS first started using Tive, they quickly exceeded the number of trackers that they had initially forecasted—and their account representative noticed that, and lowered IBS’ pricing based on volume.
Baker gives the Tive solution a 10, and recommends it to people all the time. According to Baker, “The ability to have location tracking and environmental monitoring on your shipments… I mean, it's so important to provide this to our customers. If you work in critical industries, such as healthcare logistics, the ability to track your shipment—at such a low cost in the grand scheme of things—is invaluable. Tive pays for itself tenfold.”
Baker continues, “I did a large project where we brought a bunch of material in from Tunisia, and you guys shipped your trackers to the manufacturer over there—and they stuck a tracker on every shipment so we could track them from Tunisia to the U.S.”
This particular customer was extremely sensitive to timing and transit, and Tive enabled IBS to keep track of exactly where every shipment was—in real time. “Armed with this level of shipment insight, I can tell them: It's on a plane. It's right here. It's all safe.” All because of Tive’s promise that every shipment matters.
