The challenge
Delays, address problems, damaged shipments and carrier exceptions were tracked by hand across multiple carrier portals at ShipFusion. The ops team spent hours each day checking dashboards, diagnosing what went wrong, and manually contacting carriers or customers.
Customers learned about problems late — often only when they asked. "Where is my order" contacts flooded the support queue, and the team had no way to scale exception handling without adding headcount.
What we built
A coordinated agent system that monitors tracking feeds and EDI events in real time. When an exception fires — delay, address failure, damage, carrier hold — a diagnosis agent classifies the issue and picks the response: rebook, escalate to carrier, or notify customer with updated ETA.
Costly actions like expedited reshipping require ops approval through a lightweight interface. Routine resolutions happen automatically. Customers get proactive updates before they think to ask.
The result
- 45% fewer shipping exceptions handled manually by ops.
- Faster resolution — exceptions diagnosed and acted on in minutes, not hours.
- Fewer "where is my order" support contacts through proactive updates.
- Ops team focused on high-value exceptions, not routine monitoring.