Logistics & Supply ChainRegional logistics operator, ~900 vehicles

Dispatch and visibility platform for a logistics operator

An anonymized engagement consolidating dispatch, tracking, and customer visibility for a regional logistics operator on a unified platform.

Tools / product used · Vestval One + Vestval Flow

Challenge

Dispatch ran on a legacy desktop tool, tracking lived in a separate telematics portal, and customer visibility was an emailed PDF.…

Solution

Vestval One as the system of record for shipments, vehicles, and routes. Vestval Flow for exception detection (late-to-pickup, dwell, route…

Architecture

We modeled the canonical shipment lifecycle, mapped every status the operator could actually observe (not what the legacy tool claimed to…

Timeline

4-phase implementation · Vestval One + Vestval Flow

Impact

Single dispatch picture across dispatch, telematics, and customer-facing milestones

Challenge

Dispatch ran on a legacy desktop tool, tracking lived in a separate telematics portal, and customer visibility was an emailed PDF. Exception handling consumed dispatcher time and customer trust was eroded by silent delays.

Objectives

Unify dispatch, telematics, and customer visibility in one operating picture
Surface exceptions to dispatch before customers notice them
Give customers self-serve, real-time order visibility
Cut email and phone load on operations by a measurable margin

Approach

We modeled the canonical shipment lifecycle, mapped every status the operator could actually observe (not what the legacy tool claimed to track), then built a dispatch console on Vestval One with an exception engine on Vestval Flow and a customer-facing visibility portal under the operator's brand.

Solution

Vestval One as the system of record for shipments, vehicles, and routes. Vestval Flow for exception detection (late-to-pickup, dwell, route deviation) with playbooks the dispatcher executes in one click. A customer portal with live milestones and proactive notifications.

Implementation approach

1
Canonical shipment model
Defined the shipment lifecycle in observable states and validated against four weeks of historical telematics.
2
Exception engine before UI
Built the exception detection layer with playbooks before designing a single dispatch screen, so the UI surfaces decisions, not data dumps.
3
Customer portal in parallel
Customer-facing visibility shipped in the same release as dispatch, so the operator could retire the emailed-PDF workflow immediately.
4
Region-by-region rollout
Rolled out region-by-region with the legacy dispatch tool kept hot for two weeks at each region.

Technologies used

Vestval One
Vestval Flow
Telematics ingestion
Geofencing + dwell detection
Customer visibility portal
Notification orchestration

Outcomes

Single dispatch picture across dispatch, telematics, and customer-facing milestones
Exceptions surface to dispatch ahead of customer escalation
Customer-portal adoption materially reduced inbound 'where is my order' load
Dispatcher time reallocated from status-chasing to exception resolution

Lessons learned

Model the lifecycle in observable states — if you can't observe it, don't put it in the UI.
Build the exception engine before the dispatch console; the console is just the surface.
Ship the customer portal in the same release as dispatch, or operations will keep emailing PDFs forever.