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Efficient support processes in logistics and supply chain management

Learn how one of the leading logistics companies in the USA has significantly increased the productivity of its service operations with the help of ThinkOwl’s artificial intelligence. The global transport company has automated workflows to streamline interactions with clients and partners. They now handle requests faster and with greater precision.

Odyssey Logistics and Technology Corporation (Odyssey) is a global logistics provider with a freight network of more than two billion dollars. Organizations with diverse transportation needs rely on Odyssey’s innovative technologies to deliver through high-valued logistics strategies. Odyssey has made a variety of logistics solutions available to its customers. These include managed logistics services, intermodal, international transportation management, trucking, etc.

Challenges and Solutions

Previously the problem

Every day, the customer service team received around 1,500 emails from customers. Traditionally, they ended up in the Exchange group mailboxes, and with increasing volume, the team increasingly lost track:

No overview: Is the case already being processed by someone? What is it about? Who can best deal with this issue? How time-critical is the case?
Lack of integration: In order to respond quickly and competently, employees had to manually collect relevant transaction information from third-party systems: Copy specialist data (such as the BOL or PRO number), switch applications, search processes, type in information or store it locally, switch to email, insert information.
Lack of control: Controlling operations end to end was difficult. Decisive KPIs were missing: How many processes are open? On what topics? Are there bottlenecks or failures on the transport routes? How satisfied are the customers?

Requirements and objectives

There was no clear view of who was handling what, how urgent the case was, or who was best suited to resolve it. Employees had to manually collect information from different systems, switch between tools, and copy data just to respond. The team struggled to manage operations.

Points of discussion:

Reduce processing time
Improve response speed
Validate data for quality assurance
Use AI to automatically process transport data

Requirements and Objectives

Solution

Solution: How ThinkOwl helped

Odyssey came across ThinkOwl‘s software suite – OwlDesk and OwlForce. Since their processing was quite chaotic, management first introduced the software in a small team of
three people. The employees were thrilled. They automatically received the relevant cases. The cases were routed to the designated agents based on skill and priority, relieving employees of manual work steps.

Smart AI workflows: The software recognizes business data in emails (e.g., BOL and PRO numbers)
No switching between apps: This means employees can see relevant case information on their screen and add it with a simple click: What’s the shipment status? When will be the delivery? Where will be bottlenecks?
Happier customers and agents: Thanks to simpler, faster, more accurate and personalized communication

Key takeaways

Odyssey has successfully deployed AI for the intelligent automation of service
processes. This case study reveals:

The challenges Odyssey faced in supply chain management
The process of introducing ThinkOwl's software suite
How efficiency is achieved with AI
Creating a unified view of processes and communication
How automation alleviates employee workload
How Odyssey significantly reduced processing time

Results

In logistics and supply chain management, efficient service depends on how quickly and accurately requests can be processed. AI-powered workflow automation helps streamline routine tasks, reduce manual work, and enable teams to handle customer interactions with speed and precision. It also brings greater visibility into day-to-day service operations, making it easier to identify bottlenecks and keep processes on track. As service volumes grow, a more structured approach helps teams maintain consistent operations without adding the same level of administrative effort.

Efficient support processes in logistics and supply chain management

The global logistics provider

Previously the problem

Requirements and objectives

Solution: How ThinkOwl helped

Key takeaways

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