Case Study: ShipMonk achieves real-time customer risk visibility and faster escalations with Sturdy

Turning Customer Signals into Proactive Success at Scale

ShipMonk, a rapidly scaling third-party logistics provider, needed a better way to proactively identify customer risk and prevent churn. Before using Sturdy.ai, their post-sale teams relied on inefficient manual monitoring and anecdotal feedback, which caused them to find out about problems too late, often after the damage was already done.

By implementing Sturdy, ShipMonk began capturing real-time signals across all customer communications. This provided the company with actionable data, enabling proactive interventions, improving cross-functional visibility, and allowing teams to prioritize at-risk accounts. The solution from Sturdy automated the escalation process, routing risks directly to the correct team in minutes instead of days, and created a clear return on investment by helping to prevent revenue loss.

ShipMonk

Kevin Xu

GM and VP of Strategic Initiatives