Customer Profile: Crystal Creek

Posted on Dec 4, 2013 1:25:00 PM

Time in transit is an important consideration for any company these days—with the influx of online shopping and the constant evolution of deals and offers, competition continues to rise.

Crystal Creek Logo

But for Crystal Creek Logistics, a third party logistics company specializing in frozen fulfillment, saving time in transit is more than just another deal—it's their business.

"When shipping frozen products, our primary concern is focused on ensuring that we have sufficient ice in a package so all products are frozen solid upon arrival," Cathy Hayward-Hughes, President and General Manager of Crystal Creek Logistics said. "Most of our clients determine the time in transit expectations. We realize that most customers want their order as soon as possible. We use whatever carrier best meets these needs for the areas from which we ship."

Extensive experience and industry know-how enables Crystal Creek employees to fill the back-end needs for internet retail companies and provide a "best in class" option for their customers. 

"There is added value for our business from the get-go," Hayward-Hughes said. "Our business model frees our customers up and allows them to spend time sourcing, selling, or manufacturing products, instead of warehousing, inventorying and packing orders. They can operate with fewer employees, less overhead, fewer infrastructures, and most importantly reduced operating costs. By shifting system upgrade costs to a third party, capital is freed up for strategic investments."

This type of industry know-how, coupled with a strong drive to show appreciation for customers and word of mouth marketing has enabled Crystal Creek to see 30% year over year growth.

"We focus on providing top notch service to our client and our client’s customers," Hayward-Hughes said. "We do what we can to be the eyes of the client to identify any opportunities for improvement. Our many years in the industry allow us to assist with packaging and shipping refinements for our clients to make an ever improving end customer experience."

It is this continuous effort to improve the customer experience and the unique need that shipping temperature sensitive products requires that led Crystal Creek to OnTrac.

Among the ever-present challenges in any operation, are the associated costs of delivery and the immediacy with which packages are delivered to customers, especially in a niche market like frozen food. The direct to consumer shipping industry will continue to grow and the need to provide a sophisticated and reliable level of service will be paramount to the success of a company like Crystal Creek.

"OnTrac has provided us with an opportunity that we had previously lacked," she said. "Shipping with a regional carrier has greatly enhanced the value of our location in Northern Washington, which arguably had been a bit of a disadvantage for us."

Diversifying their shipping portfolio has enabled Crystal Creek to focus on one of the main successes of their business—customer service and improved satisfaction.

"We are extremely happy to have a new addition to our carrier selection," Hayward-Hughes said. "We feel that we will be able to offer our clients a considerable savings by adding OnTrac to our mix. Whenever we can improve the options for our clients, we free up money for them to increase product offerings, to improve processes and to offer a better value to their customer creating a win – win for everyone involved."

Topics: Crystal Creek, Time in Transit, customer profile