Use case · Logistics · Operations · Customer service
Delivery and logistics change notifications
Automatic updates to the customer at every change. Fewer calls, fewer complaints.
The problem
Customers keep asking about the status of their shipments, date changes and incidents. The service team spends hours every day answering the same questions. Complaints soar when a change is not communicated in time and the customer only finds out on the day of delivery.
How we solved it
We connected the logistics system to an automatic messaging channel (email, SMS, WhatsApp). The customer receives a notification at every relevant milestone: confirmation, date change, lorry departure, incident and completed delivery. Nobody has to write a thing.
What you get
Areas involved
- Logistics
- Operations
- Customer service
- Automatic notifications at every status change
- A clear drop in follow-up calls and emails
- Fewer complaints about uncommunicated changes
- Customers kept informed in real time, with no effort
- The service team freed up for higher-value work