Case Study: Estes Express Lines achieves personalized customer service and growth with Capgemini and Salesforce

Estes Express Lines drives growth with customer service

Estes Express Lines, a North American freight-transportation and logistics company, wanted to connect with customers in a more personalized way regardless of how they reached out. As customer expectations for real-time shipment information grew, Estes needed better visibility into customer interactions and a more coordinated approach across marketing, sales, and service.

Capgemini implemented Salesforce CRM to create a shared 360-degree view of customers across the business, supported by pilot rollouts to validate the solution. With Capgemini, Estes improved onboarding, reduced paperwork, enabled proactive customer service, and gave account managers better context before calls and meetings; the company also reported decreased handle times for some call categories and is rolling Salesforce out to hundreds more employees.

Estes Express Lines

Carrie Johnstone

Director, Customer Engagement