KPI Focus: AHT, FCR, CSAT, SLA
The Situation
A logistics operation was dealing with growing shipment-exception volume. Delay cases, re-routes, and disputes were overwhelming support workflows.
What Wasn’t Working
- Exception volume was rising faster than resolution capacity.
- ETA updates were inconsistent across channels.
- Dispute escalation ownership was unclear.
What We Changed
We launched a shipment-exception control model:
- Implemented a triage taxonomy for delay, loss, re-route, and delivery-failure cases.
- Added dispatch-support coordination with clear ownership checkpoints.
- Standardized ETA communication and compliance monitoring.
- Introduced escalation-aging reviews for disputes and high-impact cases.
What Happened
The operation became more predictable and easier to manage.
- Exception resolution time improved by 28%.
- ETA-update compliance reached 97%.
- Dispute backlog decreased by 32%.
The client continued with the same structure across additional service lanes.
A Real Moment From the Engagement
Dispatch and support teams flagged that exception handling slowed whenever ownership was unclear. Clarifying checkpoints removed most of that drag.
Before vs After (Operationally)
- Before: Exception cases stalled at handoff points between teams.
- After: Ownership checkpoints accelerated case movement and customer updates.
What Changed for the Team
Agents reported fewer “status chases” and better confidence in promised ETA communication.
Constraints We Worked Within
- Limited time to redesign workflows without disrupting live service.
- Existing tools and reporting structures that could not be replaced immediately.
- Need to improve performance while maintaining day-to-day SLA commitments.
Tradeoffs We Made
- Prioritized highest-impact workflows first instead of trying to fix every queue at once.
- Chose repeatable process controls over one-off optimizations.
- Deferred lower-priority enhancements until baseline stability was proven.
If We Were Starting Again Today
We would still start with ownership clarity and a fast governance cadence, but we would add earlier frontline shadowing in the first two weeks to accelerate practical workflow adjustments.