§ Customer story
Northmere Freight
Logistics
Dispatch stopped searching and started answering.
Northmere's dispatchers used to hunt through contracts to check a rate exception. Now they ask, read the clause and move on.
Metric
40 sec
to find a rate exception, down from 11 minutes
Customer
Ines Halloran
Role
Head of Dispatch
A carrier calls, we ask Ostler, and the clause is on screen before they finish the sentence.
The problem
Northmere runs 420 trucks across three regions, each customer with its own contract terms. Rate exceptions lived in PDFs, email threads and a shared drive nobody trusted.
New dispatchers took about six months to learn where things were kept. Senior staff spent part of every day answering the same questions.
What changed
Northmere connected its contracts folder and the operations wiki in one afternoon. Dispatchers now ask in plain sentences and get the answer with the exact clause highlighted.
Because every answer shows its source, senior staff could trust it. The review queue sends any wrong answer to the contract owner, and corrections are usually made the same day.
The result
Time to find a rate exception fell from 11 minutes to about 40 seconds. New dispatchers reached full speed in ten weeks instead of six months.
