Dispatch stopped being a switchboard.
Fleet, delivery workflow and route planning in one platform, built around a simple principle: the system should tell people about exceptions, not wait to be asked about everything.
Everything worked, and everyone was on the phone.
Dispatch spent the day answering questions that the system already knew the answer to: where is the vehicle, has it been delivered, when will it arrive, why is it late. Each call was short. Together they were most of a role.
Route planning was done manually by people who were extremely good at it, which is a polite way of saying the capability was held by two individuals and could not be scaled or covered.
Exceptions surfaced last. A failed delivery, a vehicle off the road or a customer not present was typically discovered when someone rang to complain, not when it happened, by which point the options had narrowed.
Automate the routine, surface the exception, notify without being asked.
Delivery workflows were modelled end to end (assignment, load, transit, delivery, exception, proof) so that the normal path runs without intervention and human attention is reserved for the abnormal one.
Route planning became constraint-aware and automated: vehicle capacity, time windows, driver hours and geography handled by the system, with planner override retained for the cases where local knowledge beats the optimiser.
The driver application replaced the phone as the coordination channel. Live position, status transitions, proof of delivery and exception reporting from the vehicle, updating the operational picture as it happens.
Customers are notified, not left to chase. Proactive updates on dispatch, transit and arrival removed the single largest category of inbound call.
What the platform does.
Delivery workflow
The full path modelled explicitly, so the normal case needs no intervention at all.
Route planning
Capacity, time windows, driver hours and geography, with planner override retained.
Fleet operations
Vehicles, maintenance schedules, availability and compliance in one place.
Driver application
Status, navigation, proof of delivery and exception reporting from the vehicle.
Live tracking
Position and status feeding the operational picture continuously rather than on request.
Exception handling
Failed deliveries, delays and vehicle issues escalated when they happen, not when someone complains.
Customer notification
Proactive dispatch, transit and arrival updates.
Operational reporting
Utilisation, on-time performance and exception analysis from live data.
Built with.
Application
Mobile
Geospatial
Integration
What changed.
- The routine path stopped needing people. Deliveries that go normally now complete without dispatch touching them, which is most of them.
- Exceptions arrive early. Failures and delays escalate when they occur, not when a customer notices, which is when something can still be done.
- Inbound 'where is it' calls largely disappeared. Proactive customer notification removed the largest single category of interruption.
- Route planning stopped being held by two people. Constraint-aware automation with planner override made the capability coverable and scalable.
