18% more shipments, 22% fewer calls: How a leading logistics company scaled with automation
One of the nation’s largest logistics providers modernized legacy processes, reduced costs, and gained new business through automation and customer-facing innovation.
About the Company
One of the nation’s largest logistics and shipping companies sought to remain competitive and meet increasingly stringent vendor requirements. Facing increased shipping volumes and rising customer inquiries, the company needed to modernize its operations and reinvigorate its business through automation.
Rising volumes, rising customer calls
The company faced headwinds from retail stores as their shipping requirements and volumes grew, necessitating an API to service new business and meet modern standards. At the same time, end customers increasingly called into the company’s contact center with repetitive questions about shipment status.
They struggled to:
- Meet new retailer requirements with outdated systems
- Scale shipping volumes without new automation
- Reduce repetitive shipment status inquiries to their call center
- Improve efficiency while keeping operational costs down
Without modernization, the company risked inefficiency and falling short of retailer expectations.
The Solution
Platform implemented
API-based shipment tracking system
Channels unified
SMS notifications and customer scheduling
Capabilities enabled
NLP-assisted SMS shipment updates, delivery appointment scheduling, white-labeled retailer support
Built for
Automation, integration, modernization, and scalability
Automating processes, empowering customers
Zennify (formerly Terazo) worked with the company to meet and exceed retailer requirements by deploying an integrated, API-based shipment tracking system that delivered insights across the shipping lifecycle.
The system integrated with Twilio SMS and Natural Language Processing to:
- Send automated shipment status updates directly to customers
- Allow customers to set delivery appointments via NLP intelligence
- Enable white-labeled functionality for big box retailers
By connecting legacy processes with modern automation, the company positioned itself for scale and new growth opportunities.
Results: More shipments, fewer calls, lower costs
Increase in shipment volume handled
Reduction in inbound call volume to customer service agents
Savings through automation and efficiency gains
