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.
Many of them already have an answer inside a system. Resolving them manually forces your account team to look up and repeat the same data.
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, follows the agreed service window, and only involves a person when judgment is required.
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.
Gloo can process several status questions without creating a manual queue. Actual capacity depends on the limits of each channel, integration and system of record, and is validated before the service expands.
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.
Verifiable signals for deciding whether the channel can move from a controlled group into a broader operation.
Source
The answer matches authorized TMS, WMS or ERP data
Access
Each customer can query only the operations assigned to them
Exception
What needs judgment reaches a person with the context assembled
Record
Question, answer and escalation stay in one thread
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 map how a status question moves through the authorized source, the answer and escalation when judgment is required.