Case study
A coordination platform that cut order-to-dispatch time by 62%
A regional distribution company was running a multi-state delivery operation on spreadsheets, phone calls, and institutional memory. We replaced that patchwork with a single coordination platform — and cut order-to-dispatch time from hours to minutes.
- Client
- Regional Distributor (Confidential)
- Year
- Service
- Operational Systems & Automation
The problem
The client — a regional distributor moving several hundred orders a day across a multi-state territory — had grown faster than its coordination workflow. Orders arrived by phone, email, and a web form; each was re-keyed into a spreadsheet, routed verbally by a single senior dispatcher, and confirmed with drivers over text message.
The costs were structural, not anecdotal. Order-to-dispatch time averaged over four hours. Every order was touched by three departments and re-entered manually at least twice. When the senior dispatcher was out, throughput dropped by a third. Leadership had no live view of the operation at all — the day's performance was only knowable the following morning.
What we did
- Operational discovery
- Workflow automation
- Dispatch platform
- Systems integration
- Operator training
We spent the first two weeks embedded in the dispatch office, mapping how orders actually moved — including the exceptions, workarounds, and tribal knowledge that never appear in a process document. The diagnosis reframed the engagement: the client didn't need route optimization software, it needed a single source of truth between intake and dispatch.
Over the following ten weeks we built and deployed a coordination platform in structured delivery cycles, putting working software in front of dispatchers at the end of every cycle. Order intake was unified into one queue with automatic validation. Routing rules encoded the senior dispatcher's decision logic, with manual override always available. Drivers received assignments and confirmed deliveries through a mobile view, eliminating the text-message relay. A live operations board gave leadership the real-time picture they had never had.
For the first time, everyone in the building is looking at the same board. Orders that used to take an afternoon of phone calls to route now dispatch themselves. The SimuCorps team understood our floor better than some people who work on it.
Outcomes
The platform went live with a managed cutover over one weekend, with zero missed deliveries during the transition. We remained on-site through the first week of operation and on call for the month after.
62%
Reduction in order-to-dispatch time
0
Manual re-entry steps remaining
12 weeks
From kickoff to production
100%
Dispatcher adoption at 30 days
Engage
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