Transportation & Logistics

National Logistics Provider

From paper-based chaos to AI-assisted dispatch in 5 weeks

5 weeks (1 week on-site, 2 weeks analysis, 2 weeks delivery)

Overview

A 200+ employee logistics company was struggling with manual dispatch processes, disconnected systems, and declining customer satisfaction. Their NPS had dropped 15 points in 12 months.

The Challenge

Legacy dispatch system with no API, 3 disconnected CRMs, paper-based driver manifests, and a customer service team operating at 34% first-contact resolution.

Our Approach

  • •Full-week on-site immersion across 4 regional hubs
  • •Shadowed dispatch operators, drivers, and customer service reps
  • •Mapped all 7 systems in use with integration audit
  • •Analyzed 6 months of customer interaction data

Key Findings

  • •73% of dispatch decisions could be AI-assisted
  • •Duplicate data entry across 3 systems consuming 12 hrs/week per operator
  • •Customer callbacks due to status uncertainty driving 40% of call volume
  • •No centralized KPI tracking — metrics lived in spreadsheets

Results

-81%
Response Time
4.2 hrs→47 min
+112%
First Contact Resolution
34%→72%
-66%
Cost per Interaction
$18.40→$6.20
+31pts
NPS
-12→+19

Audit Artifacts

AI Readiness Scorecard

Scored assessment across 5 operational pillars

Ready (4.0+)
Developing (2.5-4.0)
Critical Gap (<2.5)

System Architecture Map

7 systems mapped with integration analysis

Legacy Dispatch
CRM #1DUP
CRM #2DUP
CRM #3DUP
Fleet GPS
Billing System
Customer Portal
Automated
Manual/CSV
DUPDuplicate System

Before / After Metrics

Key performance indicators measured pre- and post-engagement

Avg. Response Time
Before
4.2 hrs
After
47 min
-0%
First Contact Resolution
Before
34%
After
72%
+0%
Cost per Interaction
Before
$18.40
After
$6.20
-0%
Net Promoter Score
Before
-12
After
+19
+0%
Customer Satisfaction
Before
2.8/5
After
4.3/5
+0%
Agent Utilization
Before
58%
After
84%
+0%
“We had no idea how much operational drag we were carrying. The audit didn't just show us the problems — it gave us a concrete path to fix them. The quick win alone saved us 40 hours a week.”
VP of Operations
National Logistics Provider