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← All case studies · Logistics
Logistics
Helix Industries
Delivery dispatch automated, ops time -54%
18m→4m
Dispatch time
18-30 min→Under 4 min
76%→94%
Hit-rate
76%→94%
-54%
Ops time saved
3 FTEs on dispatch→1 FTE + AI
The challenge
What wasn't working
A regional logistics firm with 40+ drivers ran dispatch out of a 3-person ops room. Operators stitched together orders from 5 different customer portals, allocated by gut feel, then radioed drivers. Order-to-dispatch lag was 18-30 minutes; delivery hit-rate was 76%.
The architecture
How we solved it
Multi-channel order ingestion (email, EDI, REST APIs, web portals) into a unified queue. AI dispatcher allocates based on driver location, route load, customer SLA, and traffic. Drivers see jobs on a mobile app within 2 minutes of order receipt. Ops staff oversee, override exceptions, handle customer escalations.
Stack used
Custom dispatcher modelEDI gatewayMapboxTwilio SMSPostgreSQLMake
The result
What happened
Dispatch time dropped from 18-30 min to under 4 min. Hit-rate climbed to 94% in 11 weeks. Ops time -54% — two of three roles repurposed to customer success. Annual cost saving: £128k against a build cost recouped in 14 weeks.
“
We expected automation; we got a virtual ops manager that doesn't sleep. The dispatch decisions are at least as good as our best human.
Marcus WebbOperations Lead · Helix Industries
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