The Challenge: Invisible Supply Chain Operations

As an import/export business handling shipments between the UK, Europe, and Asia, the company lacked real-time visibility into shipment locations, customs clearance status, and estimated arrival times. Customers were constantly calling for updates, and staff spent hours manually tracking shipments across multiple carrier websites.

The core issues were:

• Manual Tracking Processes: Staff were checking 5-7 different carrier websites daily to update shipment statuses, consuming 15+ hours weekly.
• Customer Communication Delays: Customers received updates only after staff manually compiled information, often 24-48 hours after status changes.
• Disconnected Systems: Shipping data was trapped in carrier portals with no integration to the company’s CRM or customer communication systems.

The Solution: Integrated Supply Chain Visibility Platform

Edderton Scott implemented a centralised supply chain visibility platform that aggregated data from all carriers and customs authorities into a single dashboard with automated customer notifications.

Supply Chain Visibility Architecture
Carrier APIs
→
Central Dashboard
→
Customer Portal

Automated data aggregation from multiple carriers provides real-time visibility without manual intervention.

Phase 1: Carrier Integration & Data Mapping

We connected to APIs from all major shipping carriers (DHL, FedEx, Maersk) and customs authorities, mapping data fields to create a standardised tracking format regardless of carrier.

Phase 2: Dashboard Development & Customer Portal

We built a comprehensive dashboard for internal operations and a customer-facing portal where clients could track their shipments in real-time without calling for updates.

• Automated status updates from 15+ carrier APIs
• Custom alerts for delays, customs holds, and exceptions
• Integrated customer portal with branded tracking interface

“The visibility platform transformed our operations. Our team now spends minutes instead of hours tracking shipments, and our customers appreciate the transparency. It’s become our competitive advantage.”

— Sarah Chen, Operations Director at Global Logistics Solutions Ltd

The Outcome

The supply chain visibility solution reduced shipment tracking time by 40% while providing 99% real-time visibility into shipment locations. Customer service calls about shipment status decreased by 75%, freeing staff for value-added activities. The automated system also identified delayed shipments earlier, enabling proactive customer communication that improved satisfaction scores by 30%.