Clearing a national 3PL's exception backlog

A national third-party logistics network was drowning in exceptions, holds, mis-scans, and missed appointments spread across nine carrier portals. The backlog grew faster than the team could hire.

We put triage and resolution agents on the exception queue: each exception classified, enriched with carrier status, and either resolved automatically or routed to the right operator with the context already attached.

Within a quarter the standing backlog fell by more than two thirds, night-shift coverage came from agents instead of headcount, and SLA penalties dropped to near zero.