"where is my order" calls
Shipment tracking portal that cut status calls for a logistics company
A shipment tracking portal was the obvious fix for this logistics company, whose customers phoned support about every consignment because the data sat in internal systems. We built one on top of those systems through secure APIs, with live status and delay alerts, and status calls fell 38%.
Illustrative example. Client details are anonymised and representative of the work we do.
- Industry
- Logistics
- Services
- Web Application Development Services + more
- Platforms
- Not specified
- Duration
- 5 months
Where they started
Customers phoned the support team to ask about every shipment because tracking data was locked in internal systems.
The approachWhat we changed
We built a customer portal on top of existing systems through secure APIs, with live status updates and automatic delay alerts.
What other businesses can take from this
Logistics firms usually hold the tracking data already. It sits in operations software built for staff rather than customers, so the only way a customer can see it is to ask someone. Support teams end up reading screens aloud over the phone, and the calls peak exactly when shipments are delayed and staff are busiest.
What others can take from this is that a portal does not require replacing the systems behind it. Secure APIs expose what customers need and nothing more. Automatic delay alerts matter as much as live status, because they answer the question before the customer thinks to call. With 99.9% uptime and a 4.7 out of 5 rating, customers clearly rely on it.
The same idea works for any operations-heavy business where customers call to ask about status.
What moved
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