--- title: "Falling Into Place: What’s Changing at BF and Why I’m Excited About It" description: "Falling Into Place: What’s Changing at BF and Why I’m Excited About It by Carolyn" --- [Skip to content](https://newsletter.support101.co/blog/falling-into-place-whats-changing-at-bf-and-why-im-excited-about-it#main-content) BF Publications Open main navigation Close main navigation - [Contact us](https://partnerhandbook.support101.co/article-279-how-to-reach-us2026) [Contact us](https://partnerhandbook.support101.co/article-279-how-to-reach-us2026) Oct 1, 2026, 12:17:08 PM # Falling Into Place: What’s Changing at BF and Why I’m Excited About It ![Picture of Carolyn](https://app.hubspot.com/settings/avatar/4eabf00bc2dcbb205fc69643e18413e8) [Carolyn](https://newsletter.support101.co/blog/author/carolyn) Share: [facebook-f icon](http://www.facebook.com/share.php?u=https://newsletter.support101.co/blog/falling-into-place-whats-changing-at-bf-and-why-im-excited-about-it) [linkedin-in icon](http://www.linkedin.com/shareArticle?mini=true&url=https://newsletter.support101.co/blog/falling-into-place-whats-changing-at-bf-and-why-im-excited-about-it) [Twitter icon](https://twitter.com/intent/tweet?url=https://newsletter.support101.co/blog/falling-into-place-whats-changing-at-bf-and-why-im-excited-about-it) [pinterest-p icon](http://pinterest.com/pin/create/link/?url=https://newsletter.support101.co/blog/falling-into-place-whats-changing-at-bf-and-why-im-excited-about-it) [envelope icon](mailto:?body=https://newsletter.support101.co/blog/falling-into-place-whats-changing-at-bf-and-why-im-excited-about-it) Fall has a way of bringing change with it, and this season at BF is no exception. There’s been a lot of movement behind the scenes lately, and I want to walk you through some of it. A lot of it affects how we support you and your customers. ## CS has a new home One of the bigger shifts for me personally is that our Customer Service team now reports under the Carrier Relations umbrella, led by Sammy and me. I’m really enjoying getting to know our CS Team Leads, learning how they operate, and working together to find where we can tighten up our processes. It’s also been important to help the team see how much their role matters, not just to BF’s success but to yours and your customers’. We’re already seeing results. I built a CS Dashboard in HubSpot to track how the team is performing. We’re making sure ticket properties are filled out completely and accurately, first responses are going out faster, and tickets are getting closed sooner. These are all signs that things are heading in the right direction. ## Coming in October: emergency text alerts We’re launching a new emergency SMS notification system so BF can reach you and your team faster with urgent updates, such as carrier disruptions, invoicing delays, or system outages. Think about the moments when your customers start calling, and you’re left opening tickets, calling staff, or waiting on an off-cadence Sipping & Shipping that might land in another folder until you have time to catch up. This closes that gap with real-time updates when it counts. And no, we won’t be spamming you. These texts go out only when necessary. Anna recently reached out to collect names and mobile numbers for those on your team who should receive these alerts. If you haven’t sent yours yet, please get those to her. We will have key BF staff who will be owning the platform and sending messages: - George (Tech) - David (Billing) - Me (Carrier Relations/CS) ## HubSpot: yes, it was worth it Most of you remember when we moved to HubSpot a few years ago (where does the time go?). Some of you may have cursed my name a little (some of you a lot) at the time. I get it. But the payoff has been real. We can now measure response times, hold teams accountable, pull meaningful reports on various ticket types, and track how deals move. I’m already using these reports for the CR team and now CS, which gives Sammy and me clear visibility into what’s happening in each department. We are working to have these in place next year across all departments. I recently updated the NCA-ACU forms based on feedback from several teams, and we’ll be automating further enhancements to the Analysis and Freight tickets soon. Several of you have also flagged areas where we can improve. I take that feedback seriously, and I’ll keep working to build workflows that make the CRM work for BF *and* for you, our Partner. HubSpot keeps rolling out new features, and I’ve found their Breeze AI assistant especially useful. It wasn’t available when we launched, or when I built out a CRM at my previous company. It can summarize a long ticket thread in seconds, help draft a response, and surface patterns across ticket types that would take hours to spot by hand. That said, AI is a tool, not a replacement for people. Breeze can summarize a ticket, but it can’t pick up that a customer is frustrated because it’s the third time this month. It can flag a trend, but it takes someone who knows our Partners and the patterns in your tickets to understand what that trend means. That might be a jump in a certain ticket type that CS needs to bring to CR’s attention, or a run of pickup setup or cancellation issues that points to something bigger. And it doesn’t know your history with us or the relationships behind every account. The best results come when the technology handles the heavy lifting and our people bring the judgment. ## The common thread: accountability Looking back over everything above, one theme ties it all together: accountability. That shows up in clear escalation paths, measurable first response and closure times, reporting that shows us where we’re falling short, and alerts that come from named owners. We’re building a BF where everyone knows what they own and follows through on it. ## The bigger picture I love seeing the vision for BF’s future growth take shape. Having our COO, Roger, come on board and work closely with those of us in operational leadership roles to understand how BF operates has been a game changer. It’s letting key staff focus on the core areas of the business and step into owning BF programs going forward. For you, that means knowing exactly who to go to when you want to talk through any of those programs. I also want to remind you that BF’s success is your success. When we get stronger, faster, and more organized, you and your customers feel it. ## Let’s talk I’d love to hear from you. If there’s something you think would add value for all Partners, whether it’s a process, a tool, or a gap you’ve noticed, let’s collaborate. There are a lot of great things coming at BF, and I’m looking forward to closing out the year strong together. Thank you for being the reason we get to do what we do: supporting you and your customers. ## Related posts ## [What's Next for 2026? A Look Into The Future](https://newsletter.support101.co/blog/whats-next-for-2026-a-look-into-the-future) ![Picture of George Lin](https://newsletter.support101.co/hs-fs/hubfs/Untitled.jpg?width=50&name=Untitled.jpg) [George Lin](https://newsletter.support101.co/blog/author/george-lin) Jan 2, 2026, 4:31:50 AM 2026 is going to be a time of massive growth and scale for Partners. As evidenced by all the new... [Read more](https://newsletter.support101.co/blog/whats-next-for-2026-a-look-into-the-future) ## [Better Together: Collaboration, Growth & What’s Ahead This Summer](https://newsletter.support101.co/blog/better-together-collaboration-growth-whats-ahead-this-summer) ![Picture of Carolyn](https://app.hubspot.com/settings/avatar/4eabf00bc2dcbb205fc69643e18413e8) [Carolyn](https://newsletter.support101.co/blog/author/carolyn) Jun 30, 2026, 6:53:42 PM Happy almost Fourth of July! I hope everyone is having a wonderful summer so far. I wanted to use... [Read more](https://newsletter.support101.co/blog/better-together-collaboration-growth-whats-ahead-this-summer) ## [Technical Shipping Carrier Updates: What’s Changing Next](https://newsletter.support101.co/blog/technical-shipping-carrier-updates-whats-changing-next) ![Picture of Michael Miller](https://newsletter.support101.co/hs-fs/hubfs/Untitled-1.png?width=50&name=Untitled-1.png) [Michael Miller](https://newsletter.support101.co/blog/author/michael-miller) Sep 29, 2025, 5:44:27 PM Our shipping carriers (FedEx, USPS, DHL, UPS) are rolling out important updates to their systems... [Read more](https://newsletter.support101.co/blog/technical-shipping-carrier-updates-whats-changing-next) facebook-f icon linkedin-in icon Twitter icon instagram icon - Menu Item 1 - Sub-menu Item 1 - Another Item - Sub-menu Item 2 - Menu Item 2 - Yet Another Item - Menu Item 3 - Menu Item 4 --- # BF Publications 123 Main Street, City, State 11111 Copyright © 2026, BFS ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Carolyn", "url" : "https://newsletter.support101.co/blog/author/carolyn" }, "dateModified" : "2026-10-02T20:47:18.536Z", "datePublished" : "2026-10-01T16:17:08.000Z", "headline" : "Falling Into Place: What’s Changing at BF and Why I’m Excited About It", "mainEntityOfPage" : { "@id" : "https://newsletter.support101.co/blog/falling-into-place-whats-changing-at-bf-and-why-im-excited-about-it", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject" }, "name" : "BFS" } } ```