Each of Pallet & Post's 210 wholesale accounts has a named owner

Before

Pallet & Post makes corrugated boxes and mailers for 210 wholesale accounts in Michigan, Indiana and Ohio. Orders, quotes and delivery questions came to a shared address and were picked up by whoever was free. Buyers repeated their specs to a different person each time.

The setup

On the Scale plan, every customer account has a named owner and a backup. Mailslot matches the sender's domain to the account, so mail from any buyer at that company goes to the same person. If the owner is marked off, it goes to the backup and says so at the top of the message.

Pallet & Post signs in through Okta, and the audit log records every reassignment for their ISO 9001 reviews.

What changed

In the third quarter of 2026, 91% of wholesale messages were answered by the account's owner and the rest by the backup. The median first reply was 22 minutes. Marcus reads the Monday report to see which owners have more than 40 open messages and moves accounts when they do.