Primo Golf

Primo Golf Apparel was founded by four cousins: Matthew Gay, Jason Williamson, Jordan Williamson, and Kirk Williamson. They grew up golfing together in California and launched the brand with a focus on creating stylish and functional golf apparel. Since their launch in 2019, they’ve scaled rapidly, and recently added Grant Horvat, a massive content creator in the golf space, to their ownership team.

Rapid growth and more complexity in operations

Very quickly, Primo Golf has grown from a few hundred orders a month, to a few hundred orders a day. With an incredible growth rate, they quickly ran into more and more complex operational challenges. While they had several different apps when they connected with Redo, they consistently faced some tough problems delivering the ideal experience for their customers, and funneling all the incoming requests into one place. We got to chat with Saige, who runs all their warehouse operations, and hear about her experience implementing Redo with her team.

“We were using Loop for returns, Navidium for protection, and just Gmail for our support. It was really frustrating navigating the different platforms, and trying to get them to all work together.”

All-in-one for the win

When Primo started using Redo it was mainly for the Returns product. In reality, that didn’t last very long though.

“We were spending a lot of time and money handling returns. Redo made it easy to switch over, and make a better customer experience, while also costing us nothing.”

“After we got on Returns, the team at Redo started telling us about new products they were building in Protection, Support, and Tracking. And obviously we were really interested.”

Primo was among the first users on each of our new products and immediately saw a huge benefit to getting rid of their old tech stack, and doing a ton more all in one platform.

“It’s really crazy to think back to when we were bouncing between all those different apps for information. I can get any information I need for a customer’s order, return, claim, or anything else, right in Redo. Plus, I can do whatever I need to do to make sure that customer is taken care of too. Initiating a Return from the support tool is like magic!”

Time savings with AI

Soon after launching our core Support product, Primo jumped in and started providing feedback. So when we told them about our AI response features they were excited to give it a try.

“Right when we started using the AI tools, we were using it for around 80% of our emails without any changes. And another 10% only needed small changes. That’s been a massive time saver for us.”

Working with Redo

Saige and her team have done an incredible job tackling all the new operational challenges they’ve faced while growing super fast. Like many of our customers, we get to work really closely with Saige to discover new products and features we should be building.

“The attitude Redo has around taking care of their customers is just completely different than any other company we’ve worked with. We can always get in touch to work through anything, get answers to our questions, and have any issues resolved.”

“Whenever we ask for a new feature, or provide some feedback on the Redo product, we are met with someone listening, and then acting on that feedback. We’ve seen changes shipped in hours, not weeks. It’s really special.”