APFusion is a B2B automotive marketplace that connects salvage yards with aftermarket suppliers. APFusion exists to help salvage yards increase their fill rate and close more sales. We spoke with Jake Poliner, Chief of Staff, to understand what APFusion sought in operations tooling and how they use Avenue to supercharge their operations teams.
“As a seed stage company, time is our scarcest resource,” noted Jake. In his role as chief of staff, overseeing all things sales and customer service, Jake needed better visibility into operations data and a way to keep things from falling through the cracks. As their customer base continued to grow rapidly, the need for real-time insights and proactively surfaced customer events became crucial. Jake sought a way to supercharge his CX (customer service) team with analyst tools.
“With Avenue our CX team is able to be proactive business analysts and incredibly intentional about how they spend their time. We have dashboards that let us conduct analyses every week but Avenue automates and spoon feeds the exact insights at the exact time we need them.” -Jake Poliner, Chief of Staff
As APFusion has rapidly grown its customer base, they’ve been intentional about keeping the team small. Avenue helps them maintain a high bar of customer satisfaction while keeping the team lean. Jake notes how “each team member is able to address far more customer needs at once because Avenue pinpoints where their time needs to be spent.”
How APFusion uses Avenue:
Customer Reactivation: Avenue's automated notification system helps APFusion stay on top of their reactivation efforts. It notifies them in real-time when customers require attention. With detailed Standard Operating Procedures (SOPs) for each type of monitor, they ensure that their customer success team completes 100% of the monitors within 24 hours. This approach provides a strategic, data-driven starting point for their success team, enabling them to address customer needs effectively and proactively.
Prioritization: Avenue assists APFusion in setting weekly priorities by highlighting customers who are churn risk, specifically those who haven't placed an order within a three-week time period. This serves as a discussion starter, allowing the team to proactively address potential churn risks and provide targeted support to those customers.
Operations Team Management: APFusion's management finds Avenue's signals view highly valuable. It allows them to keep a close eye on operations and identify key performance indicators (KPIs) in a well-organized manner. The signals view helps managers sift through the noise, providing insights that facilitate decision-making and optimize operational efficiency.
With Avenue, APFusion’s CX team is able to identify underperforming customers and take proactive measures to re-engage them. Using Avenue for customer reactivation efforts has led to improved customer satisfaction and increased order placements. Avenue's focus on operational efficiency and data-driven insights has been a game-changer for APFusion, enabling them to scale their business while maintaining a small and agile team.