Jesse Hellyer, VP of Operations at KPM Exceptional LLC, was looking for something elusive – a 3PL partner with distribution warehouses in Central Massachusetts who had the same extreme level of commitment to service that he did. KPM is a privately-owned and operated regional distributor of world-class outdoor power equipment, including stand-out brands like Scag mowers, Wright mowers, Sno-Way plows and spreaders, Vortexx pressure washers, and more. “Our previous warehouse was in Pennsylvania, on the outer edge of where we do business. And, because our products are quite large, transportation costs were higher than we’d like and delivery took longer. The whole experience hadn’t been satisfactory. We wanted to find a 3PL in the heart of the region we serve. One that really valued our business and was as invested in our success as we are.”
First Impressions Matter
Jesse toured three warehouses and drove by a fourth, before stopping at Tighe Logistics’ Clinton, Massachusetts facility. “I couldn’t believe it. There were six members of the executive team there to meet us, including Bob Willert, the CEO. He had actually canceled travel plans to be there in person!” In addition, one of the team members on hand to welcome Jesse was Abby Antony, Tighe’s Senior Business Intelligence Analyst – a.k.a. the Data Guru. Jesse had been in an IT role at KPM prior to moving into operations, so he knew how important data was to truly understanding and being able to optimize operations. “It’s something a lot of places don’t really focus on – it was one more way Tighe demonstrated that they were focused on the right things.”
In fact, Jesse was not only impressed with the team’s professionalism and attitude, but the warehouses themselves stood out from others he had seen that day. Spotlessly clean and efficiently organized, they showed from the start that the Tighe team had an attention to detail that was rare in 3PLs. “I looked at a row and there was not one empty position! It was the most efficient use of warehouse space I’ve ever seen.” Jesse knew he had found the partner he was looking for.
A Personal Touch, A Responsive Partner
One of the things Jesse found refreshing was the responsiveness and personal touch that Tighe provided. “Before I could even reach out, someone emailed me to introduce herself and ask if there was anything she could do to help. When I called her, she picked up immediately. That personal connection is important, because there’s always back and forth – good communication is key.” At the beginning, Jesse asked Tighe for one warehouse person dedicated solely to KPM. When it became clear he needed additional staffing, he called to let Tighe know. “The next day we had two more people. No problem. Tighe will adjust as your business dictates.”
One place where Jesse believes that Tighe’s team stand out is their level of responsiveness. A smooth-running operation has schedules and standard operating procedures, but as with anything, there are always exceptions. “When we have to ask for something at the last minute, something special or unexpected – they jump right in and make it happen. That’s what sets Tighe apart. When it comes to customer service, Tighe is a level beyond.”
An example of that cooperative spirit was in invoicing. “Our metal crates get stacked up to six units high, but typical warehouse billing is based on floor square footage – not height. They didn’t dictate something to us, they worked with us to figure out a solution that is good for us and fair for them.”
The Best of Both Worlds – Providing LTL Cost Savings and Higher Levels of Service
One area that KPM had challenges with was getting products to dealers quickly. “We want to be responsive and serve our dealers with speed and accuracy – but what we found at our previous warehouse was that traditional LTL shipments (less-than-truckload) were slow and expensive.” For most traditional LTL shipments, the freight goes to a terminal where it stays until enough freight has accumulated to be delivered to a common local destination. “Some of our dealers were waiting 6 days or longer to get their orders,” says Jesse, “and that simply wasn’t good enough.”
When Jesse found out that Tighe had an in-house transportation fleet that covers the entire Northeastern United States, along with an extensive array of transportation services, he was intrigued. After making sure Tighe had competitive rates, they did some test runs to ensure that the drivers could service the freight – from loading it correctly, delivering it on time without damages, and more. The test was a rousing success. Now, Tighe services both full truckload orders and LTL orders out of the Clinton facility, with destinations across New England to KPM’s dealer network. Jesse explains, “With Tighe, the cost is right and the service was even better. Now, when a dealer needs something, we can get them the product by the next day. That wasn’t the case before by a long shot. Tighe’s strong commitment to asset-based transportation allows us to customize transportation programs, improving order cycle time, reducing costs, and ultimately providing the highest level of service – our dealers are thrilled!”
Conclusion
Jesse says that Tighe is professional and fair, with the ability to flex and respond as needed. “I have to show my internal management team that this partnership is providing real value to KPM. How fast are we turning things around? How happy are our customers? Our relationship with Tighe has met our expectations in every way. We know they’ll be there, no matter what – and it makes all the difference in the world.”
At Tighe Logistics, we can take your warehouse, transportation, fulfillment and distribution operations to higher performance levels across New England and the Greater Boston area. To find out how Tighe can help your business, contact us today. Reach out online at https://tighe-co.com/contact/ or call us at 781-939-0925.
