Customer notifications for shipment status changes are currently sent manually, requiring staff to monitor systems, look up contact details, and compose messages for each customer. This repetitive work consumes significant time and often delays notifications by 15-.
Automation monitors shipment status in real time, selects the right notification channel based on customer preferences, composes personalized messages, and sends them within minutes. Staff focus only on exceptions and complex situations that require human judgment.
The full workflow, from trigger to completion.
The automation platform monitors the dispatch system for status updates (picked up, in transit, out for delivery, delivered) or delay alerts. When a change occurs, the workflow starts immediately.
The automation retrieves the customer's name, email, phone number, and communication preferences using the shipment's customer ID.
The automation evaluates the customer's preferred channel (email, SMS, or both) based on stored preferences and past communication history, then selects the appropriate channel.
The automation composes a message using a template, inserting the shipment status, tracking link, estimated delivery time, and customer name. For exceptions, it flags the message for human review.
The automation checks if the shipment is delayed or failed. If yes, the message is flagged for manual review. If no, it proceeds to send.
The automation sends the notification email to the customer's email address integration.
If SMS is required, the automation sends the message to the customer's phone number.
The automation records the notification event, including timestamp, channel, message content, and delivery status, creating an audit trail.
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