AI & Business Transformation · Logistics · 12 weeks
Air Market Logistics — rebuilding operations around clean workflows and AI assist
A process and systems redesign across order intake, dispatch and customer service — paired with AI-assisted reply tooling and rewritten SOPs.
All case studies
40%+
Faster order cycle
2.1×
Enquiries handled per agent
8 hrs
Senior ops time reclaimed weekly
12 wks
From kickoff to live
The challenge
Where the business was stuck.
- Order intake, dispatch and customer service were running on overlapping spreadsheets and chat threads.
- Senior staff were absorbed into routine coordination rather than scaling the business.
- Knowledge and exception handling lived in long-tenured employees, not in any system.
Our approach
How we worked the problem.
- Mapped the end-to-end operations workflow from enquiry to delivery confirmation.
- Identified the 20% of process steps responsible for 80% of delays and rework.
- Designed a clean target operating model with clear ownership at each handoff.
- Layered AI-assisted reply and triage onto the customer service inbox after the workflow was stable.
What was implemented
The work that shipped.
- Rewritten SOPs covering order intake, dispatch, exceptions and customer comms.
- AI-assisted reply layer in the service inbox with human review on every send.
- Internal knowledge base of routes, tariffs and resolution playbooks.
- Train-the-trainer rollout across operations and customer service teams.
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Discuss your transformation
Explore what this could look like for your business.
Tell us about your business challenge. We'll respond with a clear point of view and recommended next step — usually within one working day.
