The problem
JerseyBird faced an 80% project abandonment rate due to fragmented email-based communication for hundreds of bulk orders.
JerseyBird faced significant challenges in managing communication and client workflows. "The biggest issue we had was the project abandonment rate was almost 80%," explained Hayes Canupp, founder of JerseyBird. This high rate of project drop-offs meant they were losing valuable clients and potential sales due to inefficient communication systems.
At the time, JerseyBird relied heavily on email communication to manage hundreds of orders at once, a process that became increasingly difficult as the business grew. “We were originally 100% email back and forth. We were actually a customer service ticketing platform, but that's what it's for- iIt's for customer service tickets, not for project management,” said Canupp. With large-scale team orders coming in, they needed a better way to track projects, manage designs, and maintain ongoing client conversations.
Additionally, the manual process of sending reminders for client follow-ups further compounded the problem, leading to higher rates of project abandonment and customer disengagement. This inefficiency was negatively impacting both customer satisfaction and JerseyBird’s ability to close sales on time.
The solution
Moxo provided JerseyBird with a centralized platform that streamlined project management, transformed client communication and automated follow-ups.
JerseyBird turned to Moxo’s collaborative workflow software to overcome their challenges. "We needed a centralized headquarters for each project, and we have so many projects," said Canupp. Moxo provided the solution for JerseyBird, allowing them to manage their high volume of projects with ease. "Moxo is the best for what we're trying to do. It's the number one in client experience," Canupp emphasized. “The ease of communication ensured that clients stayed engaged, making the entire order process more transparent.”
One of the biggest improvements was the ability to create workflows tailored for different sports teams. Moxo's structured system ensured that projects moved smoothly from intake to delivery, and allowed both internal teams and clients to see the progress clearly at every stage.
In addition to this, Moxo's automated reminders helped eliminate the need for manual follow-ups, significantly reducing the time spent on administrative tasks. This automation allowed the team to focus more on delivering quality products and less on managing client touchpoints, further enhancing operational efficiency and overall client satisfaction.
The result
JerseyBird decreased project abandonment from 80% to 10% and reduced project completion time by 70%.
Since adopting Moxo, JerseyBird has seen a dramatic improvement in client retention and efficiency. "Our project abandonment rate is down to about 10% now," said Canupp, noting how the streamlined communication had directly contributed to higher client retention. Clients were no longer dropping off mid-project, thanks to automated reminders and real-time notifications.
Additionally, the time to complete projects has significantly decreased. "Moxo definitely streamlines things. We can get a project done in one day now," Canupp noted. Previously, clients would miss emails, delaying the entire process. Now, Moxo's notification system ensures that clients and JerseyBird staff can respond quickly, moving projects forward with minimal downtime. "You see it more often now, projects being completed in 48 or 72 hours, which was pretty rare back on email only."
The positive feedback from JerseyBird’s internal teams and clients has been especially positive. "The feedback about Moxo has been great, the customers who have been with us on the email system and been with us on the Moxo app have all said that it's a much better experience," Canupp said. The software has not only improved their operations but also strengthened relationships with their customers by making the entire process more transparent.
