At a Glance
Third-Party Logistics (3PL)
Philadelphia, USA
Replace an underperforming visibility solution with real-time tracking, accurate predicted ETAs and integrated data across internal and carrier systems at a scale of tens of thousands of concurrent shipments.
- 60,000 shipments tracked simultaneously in real time, with room to scale .
- 25% reduction in operational costs, driven largely by lower customer-service load .
- 97% data accuracy across integrated shipment, weather and geopolitical sources .
The Challenge
A global 3PL was operating on a visibility solution that couldn't keep up. Data quality was poor and inconsistent, causing delays across the operation, and integrating information from internal systems, order platforms and third-party carriers proved persistently complex. Without reliable data, the company couldn't produce accurate ETAs, so shipments slipped, and customers were told the wrong thing. The inefficiencies were expensive, particularly in customer service, where teams spent their days chasing status rather than solving problems. Above all, the off-the-shelf solution simply didn't fit the client's specific and evolving requirements.
Our Approach
Cozentus designed a tailored real-time visibility solution built on AI/ML algorithms, predictive analytics and deep data integration across every relevant system. Rather than another dashboard reporting where things had been, we built one that anticipates: machine-learning models continuously analyse shipment data to identify emerging delay and disruption risks, while integrated feeds shipment records, weather, geopolitical events are reconciled to 97% accuracy. Reports and alerts generate automatically against each customer's SLA and route to the right stakeholders, and the whole picture is engineered to scale with the business.
Visibility in Action:
- A single control view: centralised dashboard for tracking, predicted ETAs, live updates and risk alerts across every shipment
- Predictive risk detection: AI/ML continuously analyses shipment data to flag delays and disruptions before they land
- Automated, SLA-driven communication: reports and alerts generated to each customer's SLA and sent to stakeholders without manual effort, supported by a Gen-AI chatbot for instant shipment queries.
Business Outcomes
- 25% reduction in operational costs: largely through reduced customer-service workload
- 60,000 shipments tracked in real time, with headroom built in for growth
- 97% data accuracy across integrated internal, carrier and external sources
- Issues addressed before they escalate: risk alerts enabled proactive intervention
- Fewer delays across the operation as ETAs became reliable
- Stronger internal communication: teams working from one shared, current picture
- Measurably higher customer satisfaction
Client Quote
We can now address potential issues before they become problems… we've drastically improved communication across our teams, reduced delays, and most importantly, our customers are happier than ever.
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