Problem
A B2B logistics company managed shipments across 5 carrier portals. Dispatchers kept 5 tabs open, copied tracking numbers between them, and reconciled statuses by hand. A single shipment could take 20 clicks across 3 systems. Mistakes were common, and there was no record of who changed what.
The team was growing, and the process did not scale. Onboarding a new dispatcher took weeks. When a customer disputed a delivery, support had no clean history to check.
Approach
We sat with the dispatchers for a week and counted the clicks. We mapped the real workflow, not the one in the training doc. The core insight was simple: dispatchers needed one screen that pulled every carrier into a single view and wrote every action to a log.
We built that screen first and put it in front of two dispatchers in week 5. Their feedback shaped the next increments. We shipped weekly and kept the old portals available until the console covered every case.
What we built
- A dispatch console that merges 5 carrier APIs into one view
- Real-time status sync with retry and alerting on carrier failures
- Role-based access for dispatchers, leads, and support
- An audit log on every status change and manual override
- A React and Node application the in-house team now maintains
Outcome
Dispatchers work from one screen. Support has a full history for every shipment. New hires reach full speed in days, not weeks.
- Clicks per shipment dropped by 70 percent
- Dispatch errors fell by half in the first quarter
- New dispatcher ramp time went from 3 weeks to 4 days
- Every status change is now logged and searchable
Client quote
Our dispatchers used to live in five tabs. Now they have one. The audit trail alone paid for the project the first time a customer disputed a delivery and we had the whole history in front of us.
Director of Operations, B2B logistics platform