"Our dispatcher spent the whole day on the phone — taking orders, assigning drivers, answering status questions"
Dispatcher calls handled per day
60–80
under 15
Customer status inquiry calls
30–40/day
near zero
Order assignment time
10–20 min
under 2 min
The Problem
A courier company in Bandung had one dispatcher coordinating all deliveries. Orders came in through WhatsApp, phone calls, and a web form. The dispatcher would take the order, find an available driver, assign the delivery, and then spend the rest of the day answering status calls from customers asking "where is my package?" The role required constant attention and left no room for anything else. When the dispatcher was sick or on leave, operations essentially stopped.
How It Was Done
There was no visibility system for customers or management. The only source of truth was the dispatcher's head and a handwritten whiteboard. Drivers sometimes received wrong or late assignments because the dispatcher was on another call. The owner wanted to grow the business but couldn't — adding volume meant adding more pressure to one already-overwhelmed person.
What We Changed
We built a simple order intake and dispatch flow: orders from all channels land in one system and are automatically assigned to the nearest available driver based on zone. The driver gets a WhatsApp notification with pickup and delivery details. The customer receives a confirmation message when the driver is assigned, and another when delivery is complete. The dispatcher now handles only exceptions — damaged packages, address problems, complaints — instead of every single interaction.
"My dispatcher was basically a human router. Now she actually manages the operation instead of just surviving it."
Related Service
Operational Triggers
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