LOGISTICS & TRANSPORTATION

Contact Centres for Logistics Where Every Call Is About a Shipment

Shipment status, delivery changes and driver support at volume. Amazon Connect connected to your TMS so most questions are answered before an agent picks up.

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Trusted across Canada

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1. TMS Integration
2. Proactive Alerts
3. Seasonal Scale
4. Driver and Customer Lines

The same question, ten thousand times a day.

Where is it, when will it arrive, can I change it. Logistics contact centres answer questions the tracking system already knows.

Status calls that should be messages

Customers call because nobody told them about the delay.

Peak season staffing

Holiday and end-of-quarter volume that a permanent team cannot absorb.

Two audiences, one centre

Shippers and consignees on one side, drivers and partners on the other, with different needs and different systems.

What we build for logistics operators.

Self-service and proactive messaging tied directly to your transportation management and tracking systems.

Proactive Notices
SMS + email
Before the customer calls
Peak Season
Pay for minutes used100%
Seasonal seatsNone
Where Is My Shipment
Share of contacts answered in self-service
M1
M2
M3
M4
M5
M6
Proactive notices cut inbound further

TMS and tracking integration

Shipment lookup by reference, phone number or account in the IVR, chat and the agent desktop.

Proactive delivery messaging

Delay, out-for-delivery and exception notices by SMS and email, triggered by events in your systems.

Peak season capacity

Elastic capacity and callback for the holiday rush, scaled back when it passes.

Driver and partner support

Dedicated lines and queues for drivers, carriers and depots, with the load and route details on screen.

Contact reasons and where they get resolved.

Status and changes move to self-service and proactive messaging. Agents handle exceptions and claims.

Contact reason Resolved by
Where is my shipment? IVR and chat lookup against the TMS
My delivery is late Proactive SMS with the new ETA before the call
Change the delivery address or date Self-service update with confirmation
Driver cannot find the drop Driver line with route and contact details on screen
Damaged or missing item Agent with the shipment history open and a claim started

Proven Results for Real Businesses

An Ontario Logistics Company Automates Lead Enrichment with Generative AI on AWS

Delivery data now feeds a steady flow of qualified, deduplicated leads into HubSpot, with a person approving every record.

  • Live GenAI lead enrichment in production
  • 5 Agile sprints to deliver
  • 100% Records approved by a person before CRM
Read Case Study
Small business owner in a warehouse (hero crop)

A Canadian Airline Improves IVR Self-Service on Amazon Connect

A redesigned IVR call tree and a new self-service bot help the airline handle more routine travel questions without an agent.

  • 2023 Redesigned IVR in production
  • 1 Self-service bot added
  • Zero Re-platforming required
Read Case Study
Executive in glasses and a dark blazer smiling at a smartphone in an office
See All Case Studies

How many of your calls are status checks?

Share a week of contact data and we will show you how much belongs in self-service and proactive messaging.

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