CRM for a logistics company: −60% order processing time

Challenge

A transport company running 40 trucks managed orders in Excel and communicated with drivers across three messengers. A manager spent up to 40 minutes per order: receiving it, finding a free truck, agreeing on price, preparing documents, calling the client back. As volume grew, orders started getting lost — and hiring more managers into a manual process made no sense.

Solution

Single order window. We designed the CRM around the company’s real process: orders arrive from email, the website or manual entry; the manager sees available trucks on a map; rates are calculated automatically from a route matrix.

Automated routine. The contract, invoice and waybill are generated in one click and sent to the client for signing. Drivers receive trips via a Telegram bot and update statuses — clients automatically get cargo status notifications.

Integrations and analytics. Two-way exchange with the accounting system for invoices and payments, plus an executive dashboard: fleet utilization, trip margins, overdue payments. Rollout was staged, running in parallel with the old process, with full team training — the switch happened without stopping operations.

Result

Order processing time dropped from 40 to 15 minutes; each manager now handles twice as many orders without overtime. In a year the system never went down during business hours. The company grew to 55 trucks without expanding office staff — and ordered the next phase from us: a client portal for regular customers.