In the 95th episode of Burning Platform, we host Keith Cooper, VP of Customer Experience at Bergen Logistics
This is a two-fer – an overview of Bergen and a discussion about how they have grown explosively and with all kinds of metrics with Zoho
Keith does a nice job (in about 10 minutes starting at 4.48) summarizing Bergen’s focus in the logistics world, particularly for the fashion/apparel sector (the “better-to-luxury” segment), how they have tripled in revenues over the last four years, how their acquisition by Elanders (of Sweden) opens up significant global opportunities, their warehouse management and other software that most of their customers utilize
What’s impressive about Keith is the constant thread of operational excellence. He has taken his continuous improvement mindset from the fulfillment world and applied it to his current role in customer service – terms like volume and velocity flow naturally
He talks about the journey with Zoho, how his staff keep discovering new applications in the Zoho One suite, his global expectations of Zoho, how he is starting to leverage their AI capabilities.
We then spend some time talking more broadly about AI and use cases which excite him both in the CRM and transportation management areas.
Two very competent and fast growing entities – Bergen and Zoho. Real pleasure to have Keith cover so much ground in about half an hour.
