SaaS / Logistics — 2024–2026
Loop Logistics
Case study — 05
-41%
support tickets after automation
-41%
support tickets
870+
weekly deliveries tracked
9 min
average dispatch response, down from 40
The story
Challenge → approach → result.
The challenge
Loop coordinated hundreds of weekly deliveries through spreadsheets, phone calls and three disconnected tools. Dispatchers spent their days answering 'where is my shipment?' — and every answer required interrupting a driver.
What we did
We built the system in stages: first a dispatch dashboard with live shipment status, then a React Native driver app feeding it real-time updates, proof-of-delivery photos and route progress. Customers got a tracking link; dispatchers got their day back.
The final stage automated the questions themselves — an assistant that answers status inquiries in the customer's own language directly from live data, escalating to a human only when something is genuinely wrong. Support volume dropped by nearly half.
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