In today’s fast-moving warehouse environment, technology alone isn’t enough to deliver results. The difference between a warehouse that runs - and one that thrives - often comes down to customer success: the people, processes, and partnerships that turn software into real operational gains.
That’s the topic of SnapFulfil’s latest webinar, Beyond the Software: How Customer Success Drives Warehouse Excellence, moderated by John Monarch of Pesti and featuring Cheree Brewer and Adam Biggs, both Account Managers at SnapFulfil. Together, they explored how a proactive, partnership-driven approach to customer success helps warehouses adapt, optimize, and grow long after go-live.
Why Customer Success Matters
As Cheree explained, SnapFulfil’s approach to customer success is rooted in collaboration and understanding. “We continuously evaluate process improvement opportunities,” she said. “The result is increased efficiency and, ultimately, a better customer experience.”
For Cheree and her team, success means building long-term relationships that help customers evolve with their business goals. “What does three to five years from now look like?” she asked. “How do we grow together?”
Common Challenges and How to Overcome Them
Adam highlighted that warehouses often face challenges such as staff turnover, process changes, and evolving government regulations. But many hurdles, he said, come down to awareness. “Super users don’t always know every feature,” he noted. “That’s where we come in - as coaches, helping them understand what’s possible and how to use it.”
By staying closely connected with customers, SnapFulfil helps them anticipate challenges rather than react to them. “When the customer success team gets involved,” Adam said, “clients have a direct line to development and support, which lets them solve problems proactively instead of waiting until there’s an issue.”
From Go-Live to Long-Term Gains
Customer success doesn’t end after implementation - it deepens. Cheree described how SnapFulfil’s structured handover and regular touchpoints help customers maintain momentum post go-live.
“We start with a full internal and external handover, making sure every stakeholder is aligned,” she said. “Then we build on that relationship through regular check-ins, on-site visits, and collaborative project boards. It’s not just about fixing issues. It’s about finding quick wins and helping our customers scale efficiently.”
These on-site visits often uncover hidden opportunities for improvement. “Sometimes we’ll see a process in action and realize there’s a functionality they’re not using,” Cheree shared. “We can test changes right there and see instant efficiency gains.”
Account Management + Customer Success = Partnership
Both Adam and Cheree emphasized that account management and customer success go hand-in-hand at SnapFulfil. “We’re like an internal project management team once the ball gets rolling,” Adam said. “Without account management, you wouldn’t have customer success - and vice versa.”
That level of integration ensures a smoother, more consistent experience for customers throughout their journey.
Real-World Results
The team shared examples of customers who have achieved measurable improvements through SnapFulfil’s proactive approach. From 3PLs using dedicated success resources to streamline operations, to large-scale users optimizing billing and accounts processes, the results speak for themselves.
“These partnerships work best when there’s open communication and trust,” Adam said. “When both sides are invested, it leads to smoother projects and stronger outcomes.”
Practical Advice for Warehouses
To close the session, both Cheree and Adam offered tangible takeaways for improving customer success and maximizing WMS value:
- Take a strategic approach: Align internal teams and ensure everyone—from operations to IT—is bought in.
- Stay proactive: Maintain regular communication and continuous improvement reviews.
- Invest in people: Hire curious, motivated team members who are eager to learn and adapt.
- Leverage on-site opportunities: Seeing operations firsthand helps uncover quick wins and process improvements.
Watch the Webinar On-Demand
The full discussion is now available to watch on demand. Hear directly from Cheree and Adam about how SnapFulfil’s customer success team helps warehouses go beyond implementation and achieve ongoing excellence.
