How a Global Retailer Streamlined Its Logistics with Pollux Intelligence
This retailer was grappling with disjointed logistics workflows across warehouses, third-party carriers, and last-mile delivery partners. The lack of centralized visibility led to internal bottlenecks and inconsistent customer experiences
Executive Summary
This retailer was grappling with disjointed logistics workflows across warehouses, third-party carriers, and last-mile delivery partners. The lack of centralized visibility led to internal bottlenecks and inconsistent customer experiences. Teams across departments often found themselves asking, “Where is the shipment?” while frustrated customers were left with delayed or inaccurate delivery updates.
Pollux Logistics Intelligence helped the organization transform its logistics network into a single, coordinated system. With real-time movement visibility, intelligent alerts, and unified dashboards, the company moved from reactive firefighting to proactive operations.
Challenges
1. No Unified View Across the Supply Chain
The organization operated over a dozen warehouses and worked with multiple third-party logistics partners. Each had its own dashboard and tracking mechanism, leading to fragmented visibility. No one team had a complete view of order movements end-to-end.
2. Delays in Dispatch & Coordination
Coordination between warehouses, line-haul carriers, and last-mile partners was handled manually. A delay in one handoff often went unnoticed until a customer complained - costing time, money, and brand trust.
3. Inconsistent Communication Across Teams
Customer service, logistics, and operations all relied on different tools and data sources. When issues arose, internal handovers became a game of blame and backtracking rather than resolution.
4. Manual Follow-Ups & Escalations
Operations teams frequently chased delivery partners for shipment status or delay explanations. Without system-driven updates, teams lost hours in status checks, email threads, and Excel tracking.
5. No Root-Cause Visibility
Because data was scattered and siloed, the leadership team lacked insight into why delays were happening - whether due to specific hubs, routes, or vendors. Problem-solving was reactive, not strategic.
6. Customer Experience Breakdown
Inaccurate ETAs and missing real-time tracking led to a spike in "Where is my order?" inquiries. Inconsistent updates undermined customer trust - especially in peak sales periods like holidays.
Pollux Solution
- Integrated Pollux’s real-time logistics layer across all warehouse locations and third-party carrier APIs
- Enabled end-to-end visibility across every order journey - from pick to pack to doorstep
- Deployed anomaly detection to proactively flag late shipments and failed handoffs
- Provided unified dashboards tailored for operations, customer service, and leadership
- Embedded live tracking links into customer notifications for better delivery transparency
Results & Measurement
- Internal teams now operate from a single source of truth -reducing friction and siloed communication
- Logistics workflows are better aligned, resulting in fewer coordination breakdowns
- Support teams can resolve queries instantly with full shipment history and live updates
- Management uses real-time insights to improve route planning and partner accountability
Overall, the business has moved from reactive firefighting to proactive, data-led logistics control
Client Feedback
“What we gained with Pollux isn’t just data - it’s alignment. Our teams finally have one source of truth for every shipment.”
-Head of Logistics