New Year, New Ideas: Piloting Smarter Support for New Accounts

As we head into the new year, we’re focused on one big question:
How can we help Partners turn new sign-ups into long-term, successful customers — faster and more efficiently?

Early account activity matters. When customers feel confident, supported, and see value right away, they’re far more likely to stay engaged and continue shipping on our accounts.

That’s why we’re exploring a new pilot program designed to help Partners strengthen new-account retention during the critical first 30 days after sign-up.

What We’re Testing

This pilot introduces a structured, automated “new account journey” that delivers:

• Personalized onboarding and first-shipment guidance
• Timely tips triggered by shipment activity
• Early value reinforcement and milestone recognition
• Proactive, low-friction customer touchpoints

All powered by light automation and AI — designed to scale without adding work for Partners.

Why This Matters

Instead of one-time onboarding emails, this approach focuses on:

• Showing value early and often
• Helping customers feel confident they made the right choice
• Reinforcing the benefits of shipping through our accounts

What’s Next

We’ll be piloting this initiative with a small group of Inner Circle Partners early this year. Our goal is to learn, refine, and determine how this approach could support Partners more broadly moving forward.

As always, we’re excited to test new ideas, learn together, and continue building tools that help our Partners succeed — not just at sign-up, but long after.

Stay tuned for more updates in the months ahead.