Automate data extraction & Shipment tracking

The Challenge

The company had some inefficiencies in their manual workflow. For example, spreadsheets were relied upon as well as manual processes for doing important duties such as dealing with customer inquiries, agent selection, and quotation handling together with shipment tracking which was always having flaws thus leading to various challenges.

1. Time-intensive processes: 70% of operations were delayed (and customers were frustrated) because the manual updates took two weeks to three weeks per shipment while e-mail management delayed all other tasks.
2. Mistake-prone activities: This meant a 20% error rate due to data entry by hand thereby affecting senders’ information for shipment details plus quotes hence leading to costly corrections.
3. Inability to Track and Monitor Performance: 70% of agents and shipments did not have performance data, hence constraining the identification of areas for improvement.
4. Inability to Trace and Evaluate Rejected Queries: The absence of information on twenty-five percent of inquiries denies knowledge of possible business opportunities.
5. Incapability in Tracking Shipment Process: About fifteen percent of shipments were delayed because inefficient manual work systems gave rise to customer complaints.
6. Absence Of Inquiry Trending: Half the number of inquiries received is never scrutinized leading to lack of customized services.
7. Lack Of Data on Ports and Destinations: Logistical planning and route optimization are affected by absence of structured data on origins and destinations for 40% queries.
8. No Insights from Data Analytics or Performance Measures:Seventy percent of operations were not equipped with performance analytics thereby impeding efficiency and decision-making underpinned by data analysis.

The Implementation Process

They partnered with iSQUARE to implement an integrated system built on Airtable, a no-code platform and Make, a no-code integration tool. This system leveraged Artificial Intelligence (AI) to automate critical tasks.

Workflow Automation with AI and Make.com

This innovative approach combined AI and Make.com to streamline data capture and record keeping:

• AI-powered Data Extraction: AI scans incoming and outgoing emails, automatically extracting relevant details like customer inquiries, agent quotations, and confirmation replies.
• Seamless Integration with Make.com: Make.com acts as a bridge, securely transferring the extracted data from emails into the Airtable Master Sheet.
• Real-time Data Updates: Extracted information is automatically populated into the designated fields within Airtable, eliminating manual data entry and ensuring real-time updates.
• Consignor Management: They efficiently handles consignor inquiries and stores crucial details in the Airtable Master Sheet Section.
• Enquiry Management System (EMS): The company uses EMS which automatically triggers customized welcome emails with details fetched from Airtable.
• Agent Selection & Quotation Management: AI extracts shipping details from Airtable and selects agents based on location availability. Emails with shipping details are sent to agents, and their replies with quotations are updated in Airtable.
• Quotation Approval: The company selects a quotation, adds a margin to it, updates it manually, and sends a revised quote to the consignor via automated Airtable triggers.
• Confirmation & Tracking: The consignor confirms the quotation via email, and the organization tracks the confirmation in Airtable, ensuring transparency and accountability.
• Shipment Management: Upon confirmation, the company forwards information to the selected agent. The agent initiates the shipping process and sends a Debit Note to the company for approval by a higher authority. Throughout the transit process, the company diligently manages status, remarks, and follow-ups within Airtable, and sends the details to the consignor and consignee.
• Automated Reminders: When the shipment is closed, Airtable sets reminders based on the company’s follow-up dates and remarks for proactive communication with agents and consignors.
• Real-time Visibility: Key shipment details like Estimated Time of Arrival (ETA), Bill of Lading (BL) No, Carrier information and Status/Remarks are displayed for improved visibility.

Results:

• Reduced Processing Time: Tasks that took weeks or months are now completed in 2-3 days.
• Improved Accuracy: AI-powered data extraction and automated workflows minimize errors by 90%.
• Enhanced Visibility: Real-time access to shipment information and consignor interactions enhance visibility by 95%.
• Increased Efficiency: Streamlined workflows free up human resources for more strategic tasks and increase efficiency by 85%.
• Improved Customer Experience: Faster turnaround times and proactive communication lead to a better customer experience.
• Enhanced Performance Tracking: The new system enables them to track agent performance, analyze rejection rates, monitor shipment processes, and gain insights into inquiry trends and origins.