How to Get Help When You Need It

In the world of fulfillment and logistics, the moment something goes wrong is the moment you discover what kind of support your provider actually offers. You can have strong forecasting, clean integrations, and efficient operations, yet a single delayed inbound or an overnight routing change from a retailer can undo hours of careful planning. When that moment arrives, you do not want a ticket number. You want a person who understands your business and will answer the phone.

Industry research shows how critical this has become. Studies on the 3PL sector report that more than 75 percent of logistics customers place communication among the most important parts of their relationship with a provider. Another analysis found that nearly two thirds of shippers have switched 3PLs because support was slow, confusing, or inconsistent. These findings match what many brands experience firsthand. When a provider relies entirely on offshore ticket queues, problems take longer to resolve, information must be repeated, and no one seems responsible for closing the loop.

The logistics industry continues to grow rapidly and now represents more than 247 billion dollars in the United States. Growth alone does not guarantee better service. As supply chains become more complex, the cost of weak communication increases. When a retailer tightens compliance rules, when a carrier misses a scan, or when order volume spikes without warning, brands that succeed tend to be the ones that can reach someone who already understands their products and their history.

The Limits of Ticket-Based Support

Many large 3PLs rely heavily on ticket-based systems that distribute requests to large offshore teams. These systems are built for volume rather than speed or context. When you open a ticket, you describe the issue, attach screenshots, and wait for assignment. The request then moves between agents who likely do not know your business. In a time-sensitive moment, that delay can turn a manageable problem into something far more expensive.

Matt Bradbury, Director of Sales, has seen this firsthand. He explained, "At one of our larger competitors there are 90 customer service reps, and one person could be like, 'Hey, we are getting to this right now.' And 12 hours later it is a different person who says, 'Hey, checking on your ticket.' And then 12 hours later someone else says, 'Hey, we are working on it still.' So you can just get thrown around." That experience is not unusual in this industry. It is what happens when no one is accountable for a customer relationship.

Bryan Wright, CTO and COO, has heard similar stories from clients who came from other providers. As he put it, "We have heard feedback from our customers saying that it is nice that somebody answers the phone, it is nice that it sounds like you care, you genuinely want to help with any order issues. You are getting somebody you feel comfortable with, somebody you ideally feel friendly with, who is going to help you out and get things done." That sense of familiarity is not possible when support is anonymous and ticket-based.

Industry data shows that this difference matters. Customer experience research repeatedly finds that slow replies and low-context communication are among the most common reasons companies abandon their 3PL relationships. In logistics, unresolved issues create more than frustration. They cause penalties, late shipments, damaged retailer trust, and loss of revenue.

What a Dedicated Account Contact Provides

A dedicated account contact changes the dynamic immediately. This person knows your SKU structure, your calendar, your retailer commitments, and your past exceptions. When you call, the conversation begins at a deeper level because you do not need to explain the fundamentals. The person on the other end already understands.

Continuity is the greatest advantage. Instead of describing the same problem to multiple offshore agents who must study your account from scratch, you speak to a familiar person who can act without delay. They understand your business patterns, your customer expectations, and how changes affect your daily operations. This allows you to focus on running your company instead of managing your provider.

The industry is moving toward this model. As fulfillment requirements expand and omnichannel demands accelerate, brands increasingly seek 3PLs that offer clarity and real-time communication. Technology is essential, but the person who answers your call still determines how effectively that technology supports you.

How Industry Norms Are Shifting

Ecommerce has transformed logistics into a fast-moving, precise, and highly visible function. Retailers expect accurate labels, compliant routing, complete documentation, and rapid turnaround. Consumers expect fast shipping, exact tracking, and helpful responses. Under these pressures, support can no longer be treated as an afterthought.

Large ticket-based systems struggle with the nuances of this work. They can categorize issues but cannot solve complex ones quickly. When exceptions surface, you need immediate decisions, not a series of automated acknowledgments. Brands that thrive in this environment tend to be the ones with a named human being they can call, someone who can walk into the warehouse, speak with operations, and start solving the problem in real time.

A Direct Line to a Real Person

If you have dealt with offshore ticket queues, slow replies, or rotating support agents who never seem to understand your business, you already know how costly weak communication can be. A dedicated contact who answers the phone, knows your products, and takes responsibility for resolving problems can change the rhythm of your operations. If you want a fulfillment relationship built on clarity, ownership, and communication that actually helps you stay ahead of what is coming, reach out to the G10 team and experience what it feels like to have someone who knows your business on your side.