Internal operations · Live demo
Delivery exception line for road freight companies
Takes drivers' reports of deliveries that cannot be completed, with photos and the consignment number, logs them in the transport system, alerts the dispatcher on duty, and passes dispatch's decision back to the driver.
Talk to Jake at Westbound Freight Lines
Westbound Freight Lines is made up. Jake is a real agent, set up the way we would set one up for your team. Talk or type and ask what your staff would ask.
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The problem
Drivers stuck at a closed site ring a dispatcher who is already on three calls. Exceptions are not logged, customers hear about it the next day, and redelivery charges are missed.
How it works
- Takes the consignment number, customer, what happened and photos
- Logs the exception in the transport management system
- Alerts the dispatcher on duty straight away
- Passes dispatch's decision to the driver; never makes it
- Tells customer service so the customer hears the same day
What it connects to
- Craig (driver)I'm at Midland Building Supplies with 6 pallets on consignment WB48213. Gate's locked and nobody's answering.
- AgentHi Craig, it's Jake. I've logged WB48213 as a closed site and alerted Rhys on dispatch. Can you send a photo of the gate and the time you arrived?
- Craig (driver)Photo sent. Got here 2.10.
- AgentThanks. Rhys is calling the customer now and will tell you whether to wait or bring it back to Kewdale. I'll text you the moment he decides.
Illustrative conversation. Names, numbers and details are made up.
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