Link Logistics is transforming the industrial real estate sector by placing a strong emphasis on customer communication. The company is addressing long-standing challenges in the industry through innovative technological solutions, allowing customers to easily engage with their landlords and voice their needs. “We brought together a team of experienced real estate professionals with the goal of doing something different and innovative,” said Sonya Huffman, Chief Administrative Officer at Link Logistics.
As a leading owner of last-mile logistics real estate, Link Logistics focuses on leveraging technology to improve both customer relationships and operational efficiency. A key example of this is Link+, a self-service portal that enables clients to perform tasks such as rent payments or submitting maintenance requests at any time. Since its founding in 2019, Link Logistics has prioritized transparency and self-service for its customers. This has redefined the traditional landlord-tenant relationship by fostering greater trust and autonomy.
Through customer feedback and research, the company learned that clients sought more control and clarity in their real estate dealings. In response, Link Logistics developed Link+, which provides users with easy access to essential information regarding their lease and space. “We aimed to make the Link+ experience seamless, creating technology that evolves with both Link and our customers,” said Clark Ardern, Chief Technology Officer at Link Logistics. This customer-centric approach has been highly effective. The adoption rate of Link+ has exceeded 80%, a significant improvement over the company’s previous portal, which had a usage rate of only 7-8%. Link+ also serves as a feedback channel, where users can share their experiences, which are reviewed by Link Logistics’ Customer Experience team. This real-time feedback allows the company to address concerns and continuously improve services.
Designed to be flexible and future-proof, Link+ integrates all current and future offerings, ensuring customers have a single point of access without needing multiple platforms. Link Logistics’ commitment to customer satisfaction extends beyond just providing real estate. The firm recently launched its Energy Solutions program, accessible through Link+, which reduces costs for customers and adds value to its properties. This initiative is part of the company’s ongoing efforts to improve transparency and lower service costs, allowing customers to focus on growing their businesses. As Link Logistics expands, so does its dedication to reshaping industrial real estate through transparency, technology, and customer engagement.
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