How Link Logistics Built a ‘Game-Changer’ Real Estate Platform

Link Logistics identified an opportunity to enhance transparency and collaboration with its customers, prompting the organization to develop a digital customer experience platform from scratch. Called Link+, the platform was created to streamline customer interactions, providing a secure and efficient way for customers to manage their partnerships with Link Logistics.

Just over a year after launching in spring 2023, Link+ has achieved a 78 percent adoption rate. The platform lets customers manage lease documents, submit service requests, pay bills and more at their convenience.

“Helping our customers succeed is our priority at Link Logistics,” said chief administrative officer Sonya Huffman. “Link+ contributes to an exceptional customer experience defined by dependability, efficiency and trust. Providing that while reducing our cost to serve customers is a win-win. The impact of this platform is a testament to our people’s dedication to supporting the businesses that use our space.”

Understanding industry challenges

With more than two decades of industrial real estate experience, Kerry Hewson, Link Logistics’ senior vice president of Customer Experience & Operations, understands the inefficiencies that have traditionally hampered the relationship between customers and property operators.

“Historically, the commercial real estate industry has grappled with complex and fragmented communication channels and processes, which can lead to inefficiencies and potential customer dissatisfaction,” she said. “Through Link+, we wanted to not only simplify processes for our customers but also optimize our internal operations with the ultimate goal of increasing customer satisfaction.”

Link Logistics’ Technology and Customer Experience teams created Link+ as a bespoke platform built atop Salesforce infrastructure. The resulting product “transforms the customer experience within logistics real estate and amplifies our capacity to deliver exceptional interactions,” said Link Logistics chief technology officer Clark Ardern.

In March, Link+ earned a CIO 100 Award, prestigious recognition within the world of business and innovation.

 “When you really care about something, it shows in the final product,” said Ardern. “Coupled with the high adoption rates we’ve seen among Link+ users, this award is validation that we put our heart and soul into something that makes sense in the public domain. That’s very gratifying.”

Customer success stories

Customers have so far paid more than $230 million in bills and made more than 1,300 service requests through Link+.

"Link+ is great!" said Karen Lynn of Wow In-Sync, Inc., a Link Logistics customer. "We are so happy to have online access for invoicing, payments, documents and more! Link+ has been a game-changer in our ability to connect.”

Meghan Hahn, vice president of Customer Experience, said the firm “couldn’t be happier” with the way customers and employees have embraced Link+. She sees the platform enriching the partnership between Link Logistics and its customers, even as the firm remains committed to enhancing Link+ based on feedback and needs.

“This train isn’t going to stop here,” said Hahn. “We’re going to continue listening to our customers, continue identifying the most important features to add to Link+ and continue doing everything we can to drive success for the businesses and entrepreneurs in our buildings.”