For 60 years, Hess Toy Trucks has been at the heart of American holiday traditions. What began as a thank-you gift for gas station customers in 1964 has evolved into a beloved collectible that bridges generations. Each year, families eagerly await the release of new Hess Toy Truck designs, with many making it an annual tradition of gifting these high-quality toys to children and collectors alike.

“Hess Toy Trucks is the epitome of family holiday tradition,” says Justin Mayer, General Manager of Hess Toy Trucks. “Whenever someone talks about the toys, they always mention who gave it to them – their uncle, grandmother, mom, or dad. It’s about family connections, and that’s at the essence of what this collectible toy line is all about.”

As a value-focused brand, Hess recognizes the importance of ensuring their customers’ holiday gifts arrive safely and on time. With a demographic that includes grandparents and great-grandparents, they needed a solution that would provide peace of mind and easy resolution for any shipping issues.

“Our customers are value shoppers who want to make sure their dollar stretches as far as possible,” explains Mayer. “They just want assurance that their gift is going to show up and that if there’s a problem, it’s going to get handled with ease.”

Enter Route.

Route’s Shipping Protection has become an integral part of the Hess Toy Truck online shopping experience, with over 80% of customers choosing to protect their orders. The impact has been significant.

Says Mayer, “Route has been collaborative from the start, working with us to integrate seamlessly into our website and checkout process.”

When issues arise, Route’s rapid response team springs into action, typically providing first responses in under two hours. This swift service has led to an impressive 96% customer satisfaction score for resolved claims.

“The fact that customers can quickly and easily self-help with the simplified claims process allows their issues to be handled super quickly from the customer’s perspective and that’s a big win,” says Mayer. “No customer likes it when an issue occurs, but we have a chance to show just how great our service is when Route gets it resolved for them quickly.”

The partnership has not only benefited customers but has also provided crucial support for Hess’s seasonal customer service team. By handling the lion’s share of shipping-related inquiries, Route has helped reduce the email and call center burden during peak holiday periods when order volumes surge.

“We’re a small staff that runs a huge seasonable business and it’s hard to otherwise handle the influx of issues that come up as shipping companies performance deteriorates at holiday time,” Mayer explains. 

Looking ahead, Hess sees potential for even greater value from the partnership, particularly in leveraging Route’s shipping data to optimize their delivery operations and enhance the customer experience further.

For a brand built on holiday traditions and family connections, ensuring smooth delivery of their cherished toys isn’t just about logistics – it’s about protecting precious moments of joy. With Route, Hess Toy Trucks continues to deliver on their 60-year legacy of bringing smiles to families across America.

"Route has been collaborative from the start, working with us to integrate seamlessly into our website and checkout process."