How Navlungo Automated Delivery Alerts

The data was there. The problem was that nobody—and nothing—was reading it.

"Customers chasing their own shipments is a sign that the data isn't working hard enough."

The Customer & The Situation

Navlungo operates as a digital marketplace for international cargo and freight shipping, connecting e-commerce sellers and businesses to freight capacity worldwide.

Managing overseas deliveries at that scale generates a continuous stream of shipment events: status updates, port exceptions, customs holds, and delivery failures. AfterShip was capturing all of the tracking data. Freshdesk was logging every customer conversation that followed.

But the two systems didn't talk to each other—or to anyone else. The data sat inside its respective platforms until a customer sent a message or a support agent ran a manual check. By then, the exception had already happened. The customer already didn't know.

The Gap: A Structural Problem

Every delay, every anomaly, and every overseas exception required a human to catch it, understand it, and communicate it. That is a structural problem, not a staffing problem.

When shipment intelligence stays locked in internal systems, customer communication will always be reactive, and reactive always means late. ## The SolutionNavlungo integrated Alaka.AI as the intelligent concierge layer connecting their AfterShip and Freshdesk environments.

Alaka.AI started monitoring overseas deliveries continuously—not on a scheduled batch run, but in real time.

When the tracking data flagged an exception or anomaly, Alaka.AI acted on it immediately:

• It proactively alerted the customer before they even thought to check.
• It surfaced the relevant context for the support agent at the exact same time.
• No manual review. No lag. No support ticket that exists only because a customer got frustrated.

The customer gets a heads-up. The agent gets context. The exception gets handled—not chased.

The Results

Exceptions stopped becoming surprises.

Support agents started working off Alaka.AI's intelligent alerts instead of incoming customer complaints. Customers received outbound communication about their shipments long before they needed to send inbound inquiries. Consequently, the volume of reactive "where is my shipment?" conversations dropped significantly.

Navlungo's team didn't get smaller. They got faster, because the system was watching the shipments so they didn't have to.