Airspace is a VC-backed, tech-enabled logistics company providing transportation for time-critical shipments, such as high-tech components or organ donations, that need to be delivered without delay — not the next day or the day after. They operate in the US and Europe and are currently expanding into Asia.
In a follow-up to our previous case study with Airspace, we caught up with Jeremy Tackett, Senior Manager of US Domestic Operations to see how their use of Zendesk had developed since working with Adelante on the initial implementation back in 2022. We asked Jeremy about why they made the move away from Front to Zendesk — and what’s changed for Airspace since.
Zendesk beats Front on team collaboration
“A big obstacle we found working with Front was that while there were some collaboration tools it wasn’t like a blank workspace where we could work together. We found ourselves relying on a mix of Front and Slack for communications — so we didn’t have a unified workspace where we could pull data on conversations etc. Now all of our internal and external comms sits in Zendesk — so it’s much better for transparency and analytics.”
Response times have never been lower
“I think what we didn’t anticipate was the level of efficiency — how much we’d be able to unlock in terms of improving response times. The difference was night and day. We had a 15-minute SLA for first response, and we’d always built our KPIs around that. But now we’re hitting 4 or 5 minutes on average.”
Multitasking works better thanks to lower call volume
“One of the big things we noticed when we were on Front was that if clients weren’t getting the response they wanted, they’d call us. If they had an urgent request, they’d learned the fastest way to get a response was on the phone. So our call volumes were high. With introducing Zendesk — and improving our response times, call volume has been decreasing. That helps our Ops team stay focused — and unlocks a lot more multitasking, when they’re not tied up on calls.”
Customers have more trust in the brand
“It improves our relationships too. Our clients are shipping with us because they trust our speed — it’s a big factor that sets us apart from the competition. Now we’ve optimized routing with Zendesk, they know we’re keeping a close eye on their shipments — they have confidence we’re monitoring everything. And they get a fast response to their queries — they don’t have to chase up by phone. It builds trust.”
Making the switch to Zendesk was a “lightbulb moment”
This obstacle had existed for a while and we'd been looking for a solution to improve it. The big reasons Zendesk stood out were the transparency, the analytics, how seamless the process was — of looping other people in. And leveraging the analytics and reporting that we could gather from it. This was kind of the light bulb moment of like, ‘Hey, this is the upgrade that we're looking for.’ So it was a pretty quick decision to transition to Zendesk.
