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Operations

Catch shipment delays before your customers do

Business challenge

Where the workflow breaks down

Operations teams find out about delays the same way customers do — through complaints. By the time the issue surfaces, the SLA is already breached, the account is annoyed, and someone has to scramble to write apologies. The data needed to catch this earlier exists, but it's split across the WMS, the carrier portal, and the CRM.

Late discovery

Delays surface from customer emails, not from internal monitoring. By the time the team reacts, the relationship damage is done.

Fragmented data

Tracking numbers live in the carrier portal, SLAs in the contract, account tier in the CRM. No one tool tells you which delay matters.

Manual triage

Pulling a list of at-risk shipments, cross-checking accounts, and drafting outreach takes an analyst 1–2 hours every morning.

From two hours of morning triage to a five-minute briefing

Proactive customer outreachAccount-tiered prioritizationZero manual triage
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90%

Faster detection

Delays flagged automatically against SLA terms before customers report them.

Illustrative workflow target. Actual results depend on process volume, data quality, and system access.

Madency solution

How the agent works

The Shipment Delay Watcher monitors shipments across your WMS and carrier feeds, cross-references SLA terms and account tier from your CRM, and produces a ranked morning briefing with drafted customer notifications ready to send.

01Step

Data pull

The agent queries shipment status from your WMS and carrier APIs on a recurring schedule.

02Step

SLA cross-check

Each shipment is compared against the SLA terms stored in the contract record for that customer.

03Step

Account prioritization

Affected accounts are ranked by tier and lifetime value, pulled live from the CRM.

04Step

Briefing generation

A ranked report is produced: which shipments are delayed, which customers are affected, and which need contact first.

05Step

Outreach drafting

For top-priority accounts, the agent drafts proactive notification emails for an ops manager to review and send.

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