The NineHertz partnered with a logistics and freight forwarding company that operates with a mixed fleet of 95 vehicles, consisting of last-mile vans, long-haul trucks, and intermodal relay units. The company has been serving more than 500 business clients across 8 states in the USA, operating in the industries like retail, manufacturing, and construction sectors.
The company relied mainly on the offline phone-based coordination and manual dispatch logs to get updates and connect to its clients. Increasing expectations of clients toward digital shipment visibility and shorter SLA windows made it challenging for the client to scale any further with the existing system.
The biggest challenge for the company was the absence of real-time visibility for operations, as vehicle locations were only reported by drivers at certain scheduled times. Thus, a significant blind spot always remained there. Moreover, the delivery delays caused by inefficient traffic data, route bottlenecks, and unscheduled driver stops led to 18-22% late shipments weekly.
Reactive dispatch was another challenge, as all the decisions were made manually on the basis of driver reports and limited familiarity with common bottlenecks. Moreover, fragmented communication among dispatch, drivers, and clients often causes misunderstandings and conflicts between the stakeholders.
The NineHertz collaborated with the operational team of clients to understand their real-time challenges and gaps. We built a modern real-time shipment tracking platform that offers live operational data to all stakeholders.
Our team deployed a GPS-powered live tracking facility across 95 vehicles that integrates into the unified operations platform to share the live position of the fleet every 60 seconds.
We developed a next-generation rerouting engine that would assess the traffic condition, road situation, weather data, and vehicle position telemetry to suggest the best route for faster delivery and lower fuel consumption.
The new system consists of a self-service tracking portal that gives every client real-time access to all the information related to their shipment. It included estimated arrival time, live map position, and status updates.
The team built a unified system in which all the driver communication, delay flags, route changes, dispatch decisions, vehicle stoppage, and everything else was recorded automatically.
After the modernized tracking platform went live, the company recorded improvement across delivery performance, internal operational efficiency, and client satisfaction within 10 weeks.
Earlier, 18-22% of the shipments were reaching their destinations late. The number has reduced to 7% with the company’s SLA compliance maintaining above threshold on all major accounts.
The self-service portal enables the client to track their shipments in real time and get automatic updates on the status of their parcel. It reduced the inbound calls from 130+ to under 35.
AI-generated route recommendations reduced the average time consumed between a delayed identification and a corrective route reaching the driver. Earlier,arlier the time was 38 minutes, which is now reduced to 6 minutes.
Hours of manual call logs were not converted to searchable event logs for every shipment. Thus, the supervisor can produce the entire incident timeline within seconds, eliminating the grounds for conflicts.
