They ask on WhatsApp or through a phone line for the status of their operations. Gloo answers with data from your TMS, your WMS and your ERP; your team only gets what needs judgment.
It is not a help desk: it is the operation explained over and over. Volume grows with every new customer; the team does not.
Almost all of them already have an answer inside a system. Answering them adds no value and eats your account team day.
Transport in the TMS, inventory in the WMS, the invoice in the ERP. One question, three screens.
The operation does not stop at night or on weekends. Support does, and that wait turns into a complaint.
Everyone replies their own way and leaves no record. When that person is out, your customer feels it.
The solution
Gloo opens an operational support channel that answers with real data from your systems, is always available, and only involves a person when it genuinely matters.
Your customers ask on WhatsApp or through a phone line answered by an agent wired into your systems. Nothing to install and no password to remember: they register once with their corporate email and from then on sign in with a code sent to that address. Gloo knows who is asking and which operations belong to them.
Gloo queries the TMS, the WMS, the ERP or the database you authorize and answers with the real status. It does not improvise: it answers only with what exists in your systems, and when there is no data, it says so.
An account manager carries three or four clients and handles one conversation at a time. The agent handles the whole book in parallel: a hundred simultaneous questions get answered as fast as one. Adding clients stops meaning adding people.
When the question is a complaint, an exception or something that takes judgment, Gloo escalates to the responsible executive with the context already assembled. Everything else resolves without touching your team.
Step by step
Four steps between the customer question and the answer, with your executive appearing only where judgment is needed.
Customer
They write on WhatsApp or call the phone line: "has my dispatch left?", "what happened with order 4820?", "I need the August invoice".
Gloo
Whoever writes registers once with their corporate email and signs in with a verification code sent there. Only then does Gloo know which operations and which information belong to them. Nobody sees what is not theirs.
Gloo
It looks up the status in the TMS, the WMS or the ERP, assembles the answer in plain language and returns it on the same channel, with the document attached when it applies.
Executive
If it is a complaint, an exception or a non-standard request, Gloo hands the case to the executive with the full history, and it is on record who handled it and when.
What changes in a logistics operator support desk when the channel answers with data from the systems.
70%
Status questions resolved without an executive
24/7
Support available without adding shifts
All of them
Clients served simultaneously by one agent
< 1 min
Response time on a status question
100%
Conversations logged and auditable
On any question whose answer already exists in one of your systems. What changes from one case to the next is who asks and where the data sits:
Shipments and dispatches
"Where is my freight and when does it arrive?"
Warehouse receipts
"Did you receive my goods, and how many?"
Customs filings
"Where does the clearance stand and what is missing?"
Inventory per customer
"How much stock do I have available of this product?"
Supporting documents
"Send me the August invoice and the signed waybill"
Loading and unloading appointments
"What time was tomorrow's appointment set for?"
Balances and account statements
"Which invoices do I still have open?"
Your customer's customers
"When does my order arrive?", asked by the end recipient
30 minutes. We show you how a status question resolves itself and how only what needs judgment reaches your executive.