Freight companies manually monitor tracking systems throughout the day to catch delays, then spend 45- per incident drafting and sending customer notifications. This reactive approach misses many delays and frustrates customers with late or missing updates.
Automation detects delays in real time, composes personalized notifications, and sends them within minutes. the team focuses on complex issues while routine delays resolve automatically with full audit trails.
The full workflow, from trigger to completion.
The automation platform monitors the freight carrier API and internal tracking system for new shipment status updates. When a status change is detected, the workflow is triggered.
An intelligent compares the current shipment status and estimated delivery date against the promised delivery window. It determines whether the shipment is on time, at risk, or delayed.
If a delay is detected, the automation looks up the customer contact information, preferred communication method, and any special instructions from the CRM.
The automation composes a personalized delay notification email with the customer name, shipment details, new estimated delivery date, and tracking link.
The notification email is sent automatically to the customer. If the delay is critical, a text alert is also sent.
The delay details, notification timestamp, and customer contact method are automatically recorded in the CRM for audit and follow-up tracking.
A formatted message is posted to the operations channel with shipment details, delay reason, and a link to the CRM record for investigation.
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