Logistics
Omnichannel incident platform
The problem
A logistics operation moving thousands of shipments a day. Every delay, damaged parcel or wrong address turned into an incident, but an incident was only noticed when someone happened to look at the carrier's system, and it was then relayed by hand, client by client, over phone and chat. The process was slow, uneven between people, and impossible to audit after the fact.
The solution
We built a configurable rule engine on top of the shipment feed. It watches every state change, matches it against the rules the operator defines from a panel, with no code and no developer per case, and fires the right notice through the right channel the moment an incident appears. Adding a rule, a channel or a new client is configuration, not a new release.
The result
Detection and notification stopped depending on somebody watching a screen. Incidents are caught as they happen and communicated through a single, consistent and auditable flow, the same way for every client, every time.
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