Industry
Logistics
For freight forwarders, contract logistics providers and carriers whose dispatch, customer service and claims teams live on exceptions.
01Where the volume is
Which workflows carry the effort
Dispatch, customer service, claims and customs handle a constant stream of exceptions: where is my shipment, a damaged pallet, a missing document, a wrong tariff code. Each one costs minutes across three systems.
02Starting points
Four workflows we see first
Each one follows the same mechanics: intake, context, proposal, release, write-back.
- 01
Tracking inquiries and delivery exceptions: status pulled from the TMS and carrier portals, answer drafted, agent releases or auto-sends within the rules
- 02
Damage and loss claims: evidence assembled from documents and photos, liability checked against the contract, settlement proposed
- 03
Customs and shipping documents: extracted, validated against the order and the tariff, exceptions flagged
- 04
Carrier and supplier invoices: matched against contract rates, deviations queued for review
03Constraints
What makes it harder here
Heterogeneous systems, partner integrations, and operations that run around the clock. Escalation paths and fallbacks matter more than elegance.
04First quarter
Where we usually start
Usually with claims or tracking inquiries: high frequency, well-documented cases, and the savings show up in the same quarter.
Where to go next
Service
Workflow Assessment
Four weeks: which workflow first, what it is worth, what the build takes.
Use case
Claims and complaints
Assemble the case file, check against the rules, propose a resolution with reasoning. A specialist decides.
Next step
Strategy call
30 minutes on your workflow, no obligation.