Keep It KOOL° Program
Keep It KOOL° is our exclusive, company-wide quality assurance and accountability system that includes all employees working together to ensure the integrity of your product. This flagship program is the reason behind our industry-leading, low .38% claims rate.
We initiated Keep It KOOL° in April 2008 as part of our ongoing commitment to provide every customer with superior service. In the first 17 months, claims paid as a percentage of revenue dropped dramatically from .7% to a remarkably low .2%.
Through the Keep It Kool° program, we incorporate process improvements and provide regular feedback to employees about the causes and negative effects of claims. The results include satisfied customers, increased customer loyalty, and improved customer relations, while improving the bottom line and our corporate culture.
How It Started
What's unique about Keep It Kool° is the top down involvement throughout the organization. We randomly assign employees to teams, selecting a captain and co-captain from departments who don't normally touch freight or talk to drivers and warehouse staff about claims performance issues (safety, billing, HR, accounting etc.). The interdepartmental teams help educate everyone to understand how their performance can impact the successful delivery of every customer's shipment. This unique program was created with our customers in mind, and continues to motivate us to serve you better.