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NexGen Logistics automated their customer service lines and dispatch coordination, saving over half a million dollars annually while improving response times.
Annual Cost Savings
NexGen's customer service team was fielding over 2,000 calls per day, with 70% of those calls being routine status inquiries that followed the same pattern: the customer provides a tracking number or address, the agent looks it up in the system, and reads back the status. Despite being repetitive, these calls required trained agents, and the sheer volume meant long hold times during peak hours — sometimes exceeding 15 minutes.
On the dispatch side, coordinators were spending hours each day managing exceptions: a driver stuck in traffic requires rerouting three subsequent deliveries, a customer requests a same-day time change, a warehouse delay pushes back an entire route. Each exception triggered a chain of manual phone calls, system updates, and customer notifications that consumed the dispatch team's capacity and frequently resulted in missed communications.
SofMatic deployed AI Voice Agents to handle inbound customer calls. The voice agents authenticate callers, look up delivery status in real time from NexGen's TMS (Transportation Management System), provide estimated delivery windows, process address corrections, and schedule delivery changes — all through natural conversation. Calls that require human judgment, such as damage claims or escalated complaints, are warm-transferred to a live agent with full context.
For dispatch operations, SofMatic built Process Automation workflows that monitor the TMS for exceptions — delays, route changes, failed deliveries — and automatically execute the appropriate response chain. When a delay is detected, the system recalculates affected delivery windows, updates the customer-facing tracking portal, and sends proactive notifications via the channel each customer prefers. Dispatch coordinators now only handle truly novel situations that fall outside established patterns.
Measurable impact from day one.
Annual savings from reduced customer service staffing needs and eliminated dispatch overtime
Routine customer inquiries now fully resolved by AI Voice Agents without human intervention
Average customer wait time dropped from 15+ minutes to under 2 minutes across all call types
Proactive delay notifications and faster resolution reduced customer complaints significantly
NexGen Logistics is a regional freight and last-mile delivery company operating across 12 distribution centers in the Midwest. With over 800 deliveries per day and a customer base that expects real-time tracking and responsive support, their operations team was under constant pressure to do more with less.
Their customer service team of 25 agents was overwhelmed by routine calls — delivery status checks, address corrections, scheduling changes, and proof-of-delivery requests — that followed predictable patterns but still required a live person to handle. Meanwhile, dispatch coordinators were manually triaging driver route changes, delay notifications, and priority rescheduling through a patchwork of phone calls and text messages.
SofMatic's AI Voice Agents and Process Automation transformed both sides of the operation. Inbound customer calls are now handled by intelligent voice agents that access the tracking system in real time, while dispatch coordination workflows automatically detect delays, recalculate priorities, and notify affected customers — all without human intervention for routine scenarios.
See how SofMatic can transform your operations with a custom automation plan.