Slashing Inquiries with Proactive Support

Their customer service function was drowning. The backlog during peak season regularly pushed response times past 24 hours. The information was available in their systems, but nobody had a way to push it to customers before the customer asked.

‍They were losing renewal conversations. Two enterprise accounts had cited 'communication' as a reason for evaluating alternatives. Not pricing. Not service. Communication.

The Customer

Logistify is a mid-market freight forwarder with a tight-knit team of 5 employees, specializing in ocean and air freight from Europe to the US.

Operating on the GoFreight TMS without a dedicated visibility tool, they manage 20 active enterprise shippers across the retail, manufacturing, and pharma sectors, alongside around 100 spot customers.

The Challenge

The Reactive Trap

The Logistify team fielded 80–100 shipment status inquiries per week—mostly by email, some by phone. Each inquiry required pulling data from GoFreight, cross-referencing with carrier websites, and composing a manual response.

The average handle time was 25 minutes per inquiry when factoring in context-gathering and email drafting. Two operations team members spent roughly 40 hours a week purely on reactive inquiry management.

The Cost of Silence

When volume spiked, response times suffered. Escalations consumed the Operations Manager's limited time. Meanwhile, visibility data was flagging exceptions in real-time—vessel delays, port congestion, ETA revisions—but that intelligence stayed trapped inside their TMS.

For a mid-sized forwarder competing against industry giants, losing trust on communication was a fatal risk to their enterprise accounts.

The Solution

Logistify deployed Alaka.AI to transform their trapped data into a proactive customer experience layer.

• Rapid Integration: Alaka.AI connected seamlessly to GoFreight in week one.
• Tailored CX Policy: Over three brief sessions, the system was configured to know exactly which event types triggered notifications, which accounts had elevated thresholds, and who to contact based on shipment type.
• Operational Memory: The customer preference layer was built instantly from existing account notes, CRM entries, and the Operations Manager's historical spreadsheets.

The Results (Month One)

• Proactive First: Proactive notifications went out for 73% of shipments with meaningful status changes—before the customer ever had to ask.
• Workload Slashed: Inbound inquiry volume dropped by 58%. The 40-hour weekly ops load on status inquiries plummeted to under 8 hours, leaving only complex cases that actually required human judgment.
• Instant Resolutions: The average response time for any remaining inbound inquiries fell to under 60 seconds.

The Customer Experience

Instead of emailing and waiting, shippers received answers before they realized they had questions. A vessel delay notification would arrive at 6:00 AM with a revised ETA and a reassuring note that the Logistify team was already monitoring alternate routings. A delivery confirmation, complete with a Proof of Delivery (POD) attachment, arrived just 15 minutes after the final scan.

The result? The two enterprise accounts that had previously flagged "communication" as a critical concern renewed at the same rates. One even expanded their volume.

Logistify didn't have to hire additional customer service headcount to handle their growth. Alaka.AI absorbed the communication volume, allowing the human team to focus on exception management, carrier relationships, and winning new business.