A wholesaler of fresh Italian food delivers to restaurants every morning. Orders arrive by email, as PDFs and in Excel sheets, and every late van means a phone call. This is how three agents take the paperwork around the route, while the dispatcher keeps the route.
The situation
Fourteen stops before eleven o'clock, most of them restaurants that open for lunch. Mozzarella, burrata and fresh pasta travel at 2–4 °C, so a delivery cannot wait for an answer that comes in the afternoon. Orders arrive in every format a restaurant can think of, and the questions arrive by phone: is it coming, when, and who signed for it.
What the agents do
- Rahti reads each order, whether it came as an email, a PDF or an Excel sheet, and turns it into a structured transport request. When something is missing, a delivery slot, an address detail or a quantity, it drafts one short question to the customer.
- Seuranta answers "where is my delivery" from the status export and the drivers' messages, and warns a customer early when the van will be late, before the customer has to call.
- Kuittaus matches the signed delivery receipts to the day's trips, lists the ones that are missing and asks the driver or the customer for them.
Every message to a customer is a proposal: it waits for a person, in the app, on Telegram or in Raven.
What still needs a person
The route itself stays with the dispatcher. Agents do not move stops, promise a new time or change an order. A question to a customer, a delay notice and a reminder about a missing receipt are drafted and then approved by someone who knows the customer.
What changed
The dispatcher's morning is about the vans again. Missing slots are asked for the day before, late deliveries are announced before the phone rings, and the receipts for the month are complete when the invoices go out.
This use case describes a typical setup. Company and customer names are examples.