Inbound SMS Workflows – Case Study 2

Driving Operational Efficiency: How a Transport Client Automated Dispatch and Enhanced Customer Communication Using Inbound SMS Workflows

A national logistics provider specialising in last-mile and regional freight delivery faced growing operational strain as order volumes increased. Dispatch coordination relied heavily on manual phone calls and email chains. These created bottlenecks, delayed updates, and inconsistent communication between drivers, depots, and clients.

By adopting inbound SMS workflows, they created an intelligent, automated communication system that streamlined driver coordination, enabled real-time customer updates, and reduced administrative workload by over 60%.

The result was faster dispatch cycles, improved accuracy in delivery notifications, and a measurable boost in customer satisfaction. All achieved without new software licenses or major system overhauls

Business Background

The client manages a mixed fleet of 140 vehicles across Sydney, Melbourne, and Brisbane, handling both B2B and B2C deliveries. Their client base includes e-commerce retailers, wholesalers, and manufacturers that expect transparent, same-day communication regarding freight status.

Before automation, each depot had dispatch coordinators responsible for contacting drivers and clients by phone or email. The process typically looked like this:

• The dispatch team received new delivery manifests via email.
• Coordinators manually called drivers to confirm availability.
• Clients were updated through individual emails or calls once the freight was in transit or delivered.

This manual model caused several issues:

Delays in confirmation – it could take 30-45 minutes to confirm a single manifest.
Driver downtime – drivers often waited for instructions or confirmation of the next tasks.
Missed updates – clients frequently called for ETAs or proof of delivery, tying up staff phone lines.

As shipment volume grew, this communication model became unsustainable. They needed an automated, mobile-friendly workflow that worked in real time and required minimal training.

The Challenge

Their operations team identified four main challenges:

Fragmented Communication Channels
Dispatchers, drivers, and customers all used different tools – phone, email, messaging apps – which created confusion and missed updates.

Slow Task Allocation
Manual coordination meant drivers often received jobs late or missed changes mid-route.

Poor Visibility and Accountability
Once a message was sent, there was no easy way to track if it had been received, read, or actioned.

Customer Experience Gaps
Clients expected instant updates and self-service options for tracking, but communication methods couldn’t scale.

The company began evaluating automation platforms but rejected most due to complexity or high integration costs.

Key reasons for inbound SMS workflow implementation:

• Inbound SMS workflows automatically trigger actions or notifications based on message content or keywords.
• Simple deployment with no need for custom mobile apps; drivers could use standard SMS on any device.
• Smart routing and escalation rules ensured messages reached the correct depot, dispatcher, or customer service representative instantly.
• Detailed message tracking and audit history, supporting compliance and operational transparency.
• Integration capability with the client’s transport management system (TMS) via API.

These features provided the flexibility needed to automate communications across a geographically distributed workforce.

The Inbound SMS Workflow in Action

After a two-week trial at its Sydney depot, the client implemented workflows across all locations.

The automation framework was designed around three key functions:

• Driver Job Allocation and Acknowledgement
• Customer Delivery Updates
• Incident and Delay Reporting

 

1. Driver Job Allocation and Acknowledgement

When a new job was created in the TMS, this would trigger an outbound SMS to the assigned driver (custom integration):

“Job 6432: Pickup 10:00 AM at Wetherill Park. Reply YES to accept or NO to decline.”

If the driver replied YES, their webhook configured inbound SMS workflow instantly:

• Marked the job as accepted in the TMS.
• Notified the dispatcher.
• Sent the pickup address link to the driver.

If the driver replied NO, the workflow would sent this response back to the TMS via webhook, then routed the job to the next available driver based on location and vehicle type.

This removed the need for dispatchers to make dozens of phone calls every morning. Job confirmation time dropped from 28 minutes to under 5 minutes on average.

 

2. Customer Delivery Updates

When a parcel was scanned as “out for delivery,” the system automatically sent the recipient an SMS (custom integration):

“Your delivery is on the way with XXXXXX. Click the link to track delivery or reply REBOOK to change delivery..”

If the customer replied REBOOK, inbound SMS workflows routed the request to the customer service queue, where an agent could offer new delivery options.

This eliminated hundreds of inbound phone calls per week, gave customers the self-service control they expected and saved on re-delivery costs.

 

3. Incident and Delay Reporting

Drivers used inbound SMS to report incidents or delays directly to dispatch without needing to call or log into a portal.

For example:

“Delay job 6432 – traffic M4 30 mins.”

Inbound SMS workflow detected the keyword “delay”, matched the inbound sender number to the dispatch location and via webhook automatically updated the TMS with a delay flag.

The TMS subsequently:

• Notified the client via automated message.
• Added the note to the driver’s trip record.

This ensured transparency for both clients and dispatchers, eliminating the “black hole” effect where drivers were unreachable for long periods.

 

Impact on Efficiency and Communication

1. Improved Dispatch Speed

Automated workflows reduced manual dispatch coordination time by 78%, allowing the same number of dispatchers to handle nearly double the delivery volume.

2. Real-Time Transparency

All message interactions were logged in the dashboard and synced with the TMS. Dispatchers could instantly see which drivers had acknowledged jobs or reported issues, enabling faster decisions.

3. Reduced Administrative Burden

Office staff previously spent up to four hours per day answering customer ETA enquiries. After automation, inbound SMS handled these queries automatically, saving approximately 100 staff hours per week.

4. Enhanced Customer Experience

Customers appreciated being able to interact via SMS – quick, familiar, and device-agnostic. customer satisfaction rating improved from 74% to 93% within three months, largely due to faster updates and fewer missed deliveries.

5. Stronger Driver Engagement

Drivers valued the simplicity of SMS-based communication. They no longer needed to install additional apps or rely on mobile data connectivity. The two-way SMS system worked even in remote areas with limited coverage, ensuring continuous communication.

Measurable Outcomes

After six months, performance metrics clearly demonstrated the impact of inbound SMS automation:

	Before Workflows	After Workflows	Result
Average job confirmation time	28 mins	4.7 mins	↓ 83%
Average daily driver calls	160	40	↓ 75%
Missed delivery communication	12%	3%	↓ 75%
Customer Satisfaction	74%	83%	↑ 26%
Dispatch workload (staff hours/day)	32	13	↓ 59%

These improvements translated directly into cost savings, faster turnaround times, and happier customers.

Key Takeaways

This case clearly demonstrates how inbound SMS Workflows can revolutionise logistics and field operations:

Rapid Deployment: Works on existing mobile devices – no need for driver apps or IT rollouts.

Operational Efficiency: Automates dispatch, routing, and notifications with minimal setup.

Scalable for Any Fleet Size: Ideal for small couriers through to national logistics networks.

Improved Customer Engagement: Enables self-service tracking, faster responses, and fewer missed deliveries.

Lower Overheads: Reduces manual coordination and call volumes by more than half.