Transport 2019

Unified real-time shipment tracking for a logistics contact center

National logistics operator — more than 17 distribution centers across Colombia

Operator response time: under 700 ms querying 17 logistics centers in parallel

The challenge

Contact center agents had to look up a shipment's status by manually navigating between the independent systems of each logistics center. With 17 centers distributed across the country, the search time could exceed several seconds, leaving the customer on hold while the agent reviewed screen after screen. The experience was frustrating for customers and exhausting for agents.

The solution

We designed and implemented an integration layer that fires parallel queries to all 17 logistics centers simultaneously the moment an agent enters a tracking number. The system consolidates detailed information from all centers and displays it on a single screen before the agent finishes typing. The result visible to the agent is a unified view with all shipment information — location, status, history, exceptions — available in under 700 milliseconds from the request.

Results

Operator response time under 700 ms for queries on any shipment across all 17 centers
Unified shipment view available before the customer finishes describing their case
Elimination of manual navigation between systems by the agent
Reduction in average handling time for shipment status queries

The challenge of this project was not technically impossible: it was technically demanding. Querying 17 independent systems in real time and consolidating the response on a single screen required an integration architecture explicitly designed for speed: parallel queries with partial timeout handling, intelligent response consolidation and a presentation layer that did not wait for the slowest system before displaying available information.

The 700 ms constraint was not an arbitrary requirement: it was the threshold below which the agent perceives the response as immediate, without needing to tell the customer they are “checking the system.” That user experience detail was the design criterion that guided every technical decision in the project.

Technologies

Services applied

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