One leading freight carrier improves customer satisfaction by 1 point in just 3 months with Reindeer AI
By connecting siloed systems and automating responses, Reindeer AI turned 5-hour escalations into 3-minute resolutions.
This freight carrier struggles to provide accurate shipment updates to partners
This particular carrier transports cargo globally by air, land and sea, delivering shipments faster than competitors. It works with dozens of 3PL partners worldwide who need constant status updates.
Unfortunately, their legacy tracking systems weren't built for today's complex supply chains. They were forced to enter updates manually while information passed through multiple systems before finally reaching partners.
Their customer satisfaction score had fallen to just 3.7 out of 5, and resolving escalations took an average of five hours. Some partners even started switching to competitors who could provide better tracking reliability. The carrier needed to solve this problem quickly before losing more business and damaging its reputation further.
Why their track and trace process couldn't keep up
With teams across the Americas, Europe, Asia, and Australia, updates arrived around the clock, and their legacy systems weren't built for today's logistics demands:
Their outdated interfaces required manual updating (which needed to happen in nearly real-time)
There weren’t any API connections between the right systems (like flight tracking or GPS)
Information was trapped in siloed systems
As a result, the team spent hours copying and pasting between platforms
Each handoff from system to system introduced delays and errors. Escalations would take five hours on average to resolve, and partners often received information days after changes occurred. There was no single source of truth for the latest status. Despite their best efforts, the staff couldn't keep up.
How this freight carrier revolutionized its escalation time with Reindeer AI
They turned to Reindeer AI to develop a model that would solve their manual tracking pains. Reindeer AI changed the trajectory of their client satisfaction after training their custom-built model with just 10 samples in 14 days.
The foundation of their success was the connection of all their data sources, including tracking systems, customs clearance status, and ground operations. Their model also automatically collected requests for updates by analyzing emails from partners and extracting the necessary information.
Reindeer AI now works to automatically pull data from various systems to update shipment status in real-time, becoming a single source of truth for this freight carrier.
Then, the model generates comprehensive responses to requests for updates with all shipment details, communicating immediately without human intervention whenever there is a change.
Reindeer AI dramatically improved this freight carrier’s customer satisfaction, escalation resolution time, and track and trace accuracy.
The impact of AI on tracking accuracy and customer satisfaction
Their CSAT score jumped from 3.7 to an impressive 4.7 out of 5 after only three months. Even more dramatically, their escalation resolution time was reduced from five hours to just 3 minutes. \
"Before Reindeer AI, sending our partners updates was a constant source of frustration. With shipments crossing multiple time zones and countries, information was often outdated when it reached them. Our customer satisfaction score was only 3.7 out of 5, and escalations took an average of five hours to get to,” said an operations leader at this leading freight carrier.
As a result, this freight carrier established itself as the go-to choice for high-value, time-sensitive shipments where tracking reliability is non-negotiable.
“Reindeer AI completely transformed our tracking capabilities,” said a freight operations coordinator at this leading freight carrier. “We now deliver real-time, accurate updates automatically to all our partners. Our CSAT score jumped to 4.7, and our escalation resolution time dropped from five hours to just 3 minutes. We've strengthened our position as the preferred carrier for high-value, time-sensitive shipments."
Perhaps most valuable was how this shift freed their team from the endless cycle of manual updates. Staff could redirect their energy toward proactive problem-solving instead of reactive communication.