Regional carrier automates delivery-exception notifications and saves 4 FTE equivalent

The challenge

SwiftRoute Logistics' customer service team was making 600–900 outbound calls per day to notify shippers about delivery exceptions, customs holds, and estimated delivery windows. Each call was largely scripted, but required a human to navigate voicemail and call back. The team was overwhelmed and first-call resolution on exception handling was under 45%.

The solution

Voxovo outbound agents run daily exception batches pulling data from SwiftRoute's TMS via webhook. The agent delivers the exception summary, collects shipper's preferred resolution (redeliver, hold at facility, return), confirms contact details, and pushes outcome to the TMS. Human agents are reserved for escalations, disputed charges, and multi-leg shipment adjustments.

Results

• 580 exception notifications per day now handled automatically
• First-contact resolution on standard exceptions: 78% (up from 45%)
• 4 FTE re-deployed to exception investigation and shipper relations
• Average exception-to-resolution time reduced from 28 hours to 6 hours