Case Study: PACK & SEND achieves exceptional customer service and faster review response with ReviewTrackers

How PACK & SEND Franchisees Provide Exceptional Customer Service

Pack & Send is an Australian packing, shipping and logistics company with 103 service centers that emphasizes a local, highly personalized customer experience. Before adopting ReviewTrackers in 2016, the team had no reliable way to know when reviews were posted across Google and other sites, making it difficult to respond quickly and maintain consistent franchise-level service.

ReviewTrackers gave Pack & Send instant review alerts, a unified dashboard, Smart Response templates, the Ask Tool with NPS integration, and role-based access for franchisees. The result: daily monitoring and 100% review response, massive time savings, higher NPS and customer satisfaction, stronger franchise engagement, and rapid reputation growth (one franchise added 130 five‑star Google reviews in 18 months), contributing to an overall ~4.6‑star reputation.

PACK & SEND

Tim Robinson

Digital Communications Manager