Logistics operator
Forty service reports built by hand every month, one per client, always rushed and often late.
The challenge
A hand-built report per client each month and missed windows spotted only when the client called
The solution
Automated report generation and delivery, with alerts for missed delivery windows
How we did it
Part of the operator's contracts depended on a monthly report that a team assembled client by client, copying data out of the management system and laying it out at the last minute. We defined the service metrics once (on-time deliveries, incidents and resolution time) and calculated them on the operational data once it was unified. From there, each client has its own report with its own scope and format, generated and sent automatically on the agreed date, with a log of what went out and to whom. Alongside that we set up threshold alerts: when a route misses its delivery window, the service team knows the same day and can call the client first. The team that used to lay out reports now reviews deviations.
Results
Project timeline
Service metrics agreed with clients
Single report template for every account
Automated delivery of all forty reports
Threshold alerts on delivery windows
Testimonial
“We do not build the reports any more. The first month we opened the inbox expecting the usual pile and it was not there, just one message from them to say the reports had already gone out.”