Automated client notifications for at-risk containers cut billing disputes by 80% and improved client retention.
Engagement map
From operating problem to measured outcome
3 weeks delivery · 5 tools in the implementation stack
Challenge
TransGlobal Shipping handled 800 import containers monthly.
What we built
We built automated client communication workflows triggered by container status changes.
Result
Billing disputes dropped from 15-20 per month to 3-4.
Recorded outcomes
Delivery timeline: 3 weeks. Metrics are shown in the same context as the published engagement.
TransGlobal Shipping handled 800 import containers monthly. Client communication was entirely reactive, shippers heard from the ops team only when something went wrong, or worse, when the invoice showed unexpected demurrage charges. Billing disputes averaged 15-20 per month, each consuming 30-60 minutes of account manager time. Two mid-size clients had already churned citing poor communication.
We built automated client communication workflows triggered by container status changes. When a container hits risk thresholds, 48 hours of free time remaining, customs hold detected, missing client approval blocking pickup, the system sends a structured notification to the client with exactly what's happening, what action is needed from them, and the deadline. Weekly shipment summaries go out automatically showing container status across all active shipments.
Billing disputes dropped from 15-20 per month to 3-4. Account managers reclaimed roughly 12 hours per week previously spent on dispute resolution. Two clients who were evaluating competitors cited the improved communication as the reason they stayed. The structured notifications also accelerated client approvals, average client response time on urgent requests dropped from 8 hours to under 2.
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