To stay ahead of customer frustration, Customer Service teams must move from reactive troubleshooting to proactive monitoring. This workflow illustrates how the Intelligence Hub allows your team to catch delivery exceptions in real time, often before the customer even realizes there is a problem.
Conceptual Illustration Only
This is a sample use case designed to illustrate the capabilities of the Intelligence Hub. It is not intended as an explicit set of technical instructions.
Identify and prioritize live delivery issues as they happen to enable faster response times, reduce the volume of incoming support tickets, and prevent minor delays from escalating into major service failures.
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When you notice a spike in Where Is My Order (WISMO) queries.
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During daily monitoring of live delivery operations.
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When you suspect regional disruptions or carrier-specific delays.
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When your goal is to notify customers of issues before they have to report them.
The first step is to establish a high-level view of your current shipping health to see where your attention is needed most.
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Role-Based Dashboard: Use this for a "bird's-eye view" of delivery performance to quickly spot areas underperforming against your KPIs.
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Delivery Problems Overview: Located in the Carrier (Live) section, this report breaks down the total volume and specific types of active delivery issues.
Focus on key issue categories:
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Untracked parcels: Shipments with no tracking updates.
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Potentially delayed/lost parcels: Shipments that have stalled in transit.
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Undeliverable parcels: Shipments flagged with address issues or carrier exceptions.
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Late parcels: Shipments currently missing either the carrier's or the customer's delivery promise.
Once you spot a problem area, dive deeper into the data to find the root cause using specialized reports.
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Investigation Tools: Utilize reports for Parcels in-transit, Untracked parcels, and Parcels potentially lost.
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Leverage Filters: Narrow your search by Carrier, Service, Destination/region, Warehouse, or Manifest date to see if the problem is isolated.
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Drill into Parcel Detail: View the specific tracking history for a shipment to see exactly how long it has been in its current state and what the last recorded event was.
Look for recurring patterns:
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Are there sudden spikes in issues for one specific carrier or region?
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Is there a tracking gap affecting visibility for an entire service level?
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Are issues consistently linked to a specific warehouse or fulfillment center?
Use your findings to resolve issues efficiently and keep your customers informed.
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Prioritization: Address the most critical parcels (like high-value or severely delayed orders) first.
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Proactive Communication: Contact customers to manage expectations and provide solutions before they reach out to you.
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Carrier Escalation: Provide your carriers with specific data points to escalate and resolve systemic transit issues.
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Internal Feedback: Share insights with your warehouse or logistics teams to address issues like improper labeling or manifest errors.
Save time by asking the Intelligence Hub direct questions about your live shipments:
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“Which parcels are currently at risk of delay?”
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“Which region has the most delivery issues today?”
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“Which carrier has the highest number of untracked parcels?”
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“Which parcels require immediate attention?”