Industry
Logistics & Transport
Every 'where is my shipment' call is margin you already priced away.
Logistics runs on thin margins and high enquiry volume, and a large share of that enquiry volume is a status lookup someone is paid to perform.
The friction
Where the hours actually go.
Status enquiries dominate the phones
Staff paid to solve exceptions spend their day reading tracking numbers aloud.
Proof of delivery is a paper chase
Signed notes photographed, emailed, filed inconsistently and then hunted for when a claim arrives.
Exceptions surface late
A delayed delivery is discovered when the customer calls rather than when the delay occurs.
Driver communication fragments
Critical operational information lives in WhatsApp threads that no system can see.
The opportunity
What we would build, and in what order.
Sequenced by return, not by how interesting the technology is.
- 01Customer Operations
Self-service shipment status
Customers get live position, window and exception detail on any channel at any hour, with proactive notification instead of a reactive call.
- 02Document & Finance
Digitise proof of delivery
Captured at the point of delivery, indexed against the consignment and retrievable in seconds when a claim arrives.
- 03Workflow Automation
Detect exceptions as they happen
Delays identified against schedule and escalated by impact, so the customer hears it from you first.
- 04Business Intelligence
Give operations a live picture
On-time performance, exception causes and cost-to-serve by lane, current rather than monthly.
Sector constraints
What we design around in this industry.
These are not caveats added at the end. They shape the scope from the first workshop.
- Dangerous-goods and customs exceptions always route to qualified staff
- Driver hours and safety rules are never optimised against — the system respects statutory limits as hard constraints
- Delivery commitments are quoted from the operational system, never estimated by a model
The system
What this looks like running in logistics & transport.
A worked example, sized for a business of this shape.
- Consignments today
- 412
- Status resolved unattended
- 356
- Status calls per 100
- 4.1
86.4%
was 22
| Consignment | Destination | Status | Handling |
|---|---|---|---|
| CD-884120 | Leeds LS2 | Out for delivery, 14:20–16:00 | System |
| CD-884122 | Hull HU3 | Delayed, revised 17:30 | Notified first |
| CD-884124 | Bradford BD1 | Refused at door | Operations |
| CD-884125 | Wakefield WF1 | Address not found | Operations |
Delivery commitments are quoted from the operational system, never estimated. Dangerous goods and customs exceptions always route to qualified staff.
Playbooks
Detailed implementations for logistics & transport.
Each one carries a concrete scenario, what gets built, the metric that tells you it worked, and the boundary that stays with a person.
Every 'where is my shipment' call is margin you already priced away.
Logistics & Transport · what is actually changing
Questions from this sector
Fair challenges.
Our tracking data is patchy.
Then that is the first project, and it is worth doing on its own merits. A status layer built over unreliable data produces confident wrong answers, which is worse than the phone call.
Customers prefer to call.
Many say so and then use self-service once it reliably works. We keep the phone route open and visible; the measure of success is call volume falling because it is no longer needed.
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