Customer service teams manually monitor shipment status changes, look up contact details, and send individual notifications across email and SMS. This repetitive, multi-step process consumes hours daily and leaves communication gaps when staff are busy.
Automation monitors the TMS for status changes, composes personalized messages, and routes notifications to the correct channel based on customer preference. All communication is logged automatically, ensuring no customer falls through the cracks.
The full workflow, from trigger to completion.
A shipment status is updated to picked up, in transit, out for delivery, or delivered. The automation is triggered immediately.
The automation retrieves the shipment details and looks up the customer contact information using the shipment reference.
The automation composes a personalized notification message based on the shipment status, customer name, and delivery details. The message is tailored to the communication channel and customer preferences.
If the customer has an email address on file, the notification is sent automatically. The message includes tracking details and estimated delivery time.
If the customer has opted in to SMS, a text message is sent with a brief status update and a link to track the shipment.
The automation records the notification, including the timestamp, channel used, and message content. This creates a complete audit trail.
The automation marks the shipment as notified or a tracking spreadsheet, preventing duplicate messages and confirming the customer was informed.
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