An agentic back office for a global freight and logistics firm
A logistics group whose operations desk was absorbing thousands of routine tracking, documentation and rate enquiries every week.
Response times stretched to hours during peak windows. Skilled operators spent their days copying reference numbers between systems instead of resolving genuine exceptions.
SolutionWe built an agent estate connected to the TMS, ERP and customer portal. Agents resolve routine enquiries end-to-end, draft documentation, and escalate exceptions with a full context summary attached. Coverage extended to every timezone within two quarters.
Inbound enquiries handled end-to-end
Median first response, down from hours
To full 24/7 coverage
Customer satisfaction score points
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