Logistics enquiries, dispatch and exception reporting

Customer enquiries depended on the work happening in operations

This logistics company faced a high volume of order enquiries, complex dispatch work and slow exception handling. Customer service needed shipment information, operations needed to allocate capacity, and delays and complaints created further follow-up.

Our team delivered a project covering customer service, dispatch assistance, exception alerts and operating reports.

How the project connected enquiries and operations

The customer-service assistant handled order enquiries, shipment tracking and complaint intake. Dispatch assistance analysed capacity data and recommended delivery routes.

Exception monitoring checked logistics milestones and raised alerts for delays and other problems. Reporting workflows brought operating data together into daily, weekly and monthly analysis.

Customer-service staff could access shipment information, while operations staff received alerts and summaries to help them follow up on outstanding issues.

Measured results from this project

• Customer-service response efficiency improved by 70%.
• The on-time delivery rate improved by 15%.
• Operating costs fell by 20%.

What to check in your own logistics workflow

Choose a common enquiry, such as a delivery-status request. Find where the status is recorded, who updates it and how customer service retrieves it. Then follow a delayed shipment: who receives the alert, who handles it and where is the resolution recorded?

If status information is late, include the source records and update process in the scope. Before adding another customer-service channel, make sure the workflow can obtain the information needed for a useful reply.

Track customer-service efficiency, on-time delivery and operating costs separately. Agree the workload, reporting period and measurement method before implementation, then use the same definitions after launch.