Representative transformation / fictional company
Logistics / Operations platform
Northline Freight
Dispatch lived in WhatsApp and four spreadsheets. We connected their transport system to a shared operations view, then added customer updates and AI-assisted intake.
Missed pickups down about 31% in 90 days.
- Regional freight brokerage
- 34 operations and support staff
- About 1,100 loads each month
- Existing transport system retained
The business challenge.
A regional 3PL. Dispatchers rebuilt the day every morning from chat threads. Customers called for ETAs that lived in someone's head. Friday overflow lived on a paper run sheet.
- Load status was copied between chat, spreadsheets, and the transport system
- Dispatchers rebuilt the operating picture at the start of each shift
- Customer ETA requests interrupted the team throughout the day
- Exceptions were discovered through phone calls instead of alerts
- Management reporting depended on a Friday spreadsheet
The platform.
Week three: a load board the dock could see, with exceptions in one column. Customer tracking links went out in week five.
- Shared load and exception board
- Carrier and customer records
- Document and status workflow
- Customer tracking links
- Internal tasks and handovers
- Operational reporting
Automation and AI, where useful.
Automation follows a defined workflow. AI prepares, summarizes, or flags work for review when judgment still belongs with a person.
- Prepare draft loads from booking emails
- Notify the right coordinator when a status changes
- Flag late pickups and missing documents
- Prepare customer updates for review
- Compile weekly overflow reporting
What changed after launch.
AI now reads incoming booking emails and prepares a draft load for a dispatcher to approve. With exception alerts and a weekly overflow report, dispatch prep dropped from about 45 minutes to about 12 per load.
Two dispatchers still keep a paper run sheet for the Friday overflow lane. That is fine.
Missed pickups
BeforeBaseline month
AfterAbout 31% lower in 90 days
Dispatch prep
BeforeAbout 45 min per load
AfterAbout 12 min per load
Customer ETA calls
BeforeAll day
AfterTracking link on most loads
“I stopped copying the same updates between the dock, the system, and the customer. The board is plain, but it does the job.”
Build for seven months, then ongoing maintenance and improvements at the starting rate.
Book a Free ConsultationThis is a representative transformation. The company and stakeholder names are fictional, and the figures are illustrative of the class of outcome this model is designed to support.