Proactive Customer Communication: Deliver Amazon-like transparency in B2B logistics.

Keep customers informed before they ask.

Read the case

CHALLENGE

In rail freight and intermodal transport, customer service teams are overwhelmed with repetitive questions:

“Where is my shipment?”
“Has my shipment cleared inspection?”
“When will my delivery arrive?”

Pain points:

Reactive communication—customers only hear about problems after they occur.
High manual workload for customer service teams handling repetitive status calls.
Lack of transparency creates frustration and damages trust.
Fragmented tools make it difficult to give quick, reliable answers.

The result: customer dissatisfaction, strained relationships, and high service costs.

The ovinto solution

Ovinto brings Amazon-like communication to B2B logistics, making proactive, automated updates part of daily operations.

Connect: Integrate shipment data, TMS/ERP updates, IoT feeds, and inspection results into one environment.: Standardize data so it’s customer-ready.
Orchestrate: Automate customer notifications: delivery ETA, delays, standstill alerts, inspection clearances. Send updates via email, portal, or API directly into the customer’s system. Configure no-code workflows tailored to each customer’s needs.‍
Deliver: Customers get real-time, proactive updates—without calling your service team. CS teams shift from reactive firefighting to value-added support. Transparency improves trust and strengthens customer relationships.

Results & Benefits

Visibility

Real-time updates directly to customers.
Full transparency on delays, ETAs, and issues.

Insights

Analytics on customer queries, response times, and satisfaction.
Data-driven improvements to service processes.

Control

Up to 40% reduction in CS workload.
Fewer disputes thanks to shared, neutral data.
Scalable across customers, regions, and product lines.

“Our customers say it feels as transparent as a B2C e-commerce platform: real-time updates, no surprises. We no longer waste hours chasing information. Proactive transparency has transformed our customer relationships.”

— Head of Customer Service, European Shipper