"Where is my cargo?" — answered automatically

Challenge

Dispatchers spent a large part of the day answering the same question by phone and chat: where is the cargo, when will it arrive, is the paperwork ready.

Solution

On top of the CRM we added a client-facing tracking page and automatic notifications. When a driver confirms a stage, the client gets a message in Telegram or by email with the new status and expected arrival. Each order has a private link with the live status and downloadable documents. Delays are flagged to the dispatcher first, so the client hears it from the company, not by chasing.

Results

Status calls dropped sharply and dispatchers got their day back for actual planning. Clients see transparency as a reason to stay.

Related service