How a Growing Logistics Firm Slashed Manual Work by 60% with AI-Powered Automation from Nova

In today’s fast-paced logistics landscape, efficiency is critical. Dispatch errors, miscommunications, and overwhelming manual tasks can drain resources and curb customer satisfaction. For one growing, mid-sized logistics firm, scaling operations without compromising service quality had become a real challenge—until they partnered with Nova.

This is the story of how Nova, a design and technology agency, helped streamline dispatch operations, reduce manual labor by 60%, and elevate the overall customer experience through a bespoke AI-powered workflow automation system.

The logistics company in question had experienced impressive growth over five years—expanding from a regional delivery service to a national operation supporting multiple distribution hubs. However, growth came with complexity:

Manual Dispatching Processes: Dispatchers relied on spreadsheets, phone calls, and printed schedules to coordinate deliveries, often working overtime to meet demand.

Human Errors: Mistakes in order entry and scheduling caused delays and re-deliveries, negatively affecting client satisfaction.

Limited Resources: Hiring more staff wasn’t an option due to budget limitations and a tight labor market.

No Centralized Interface: Employees juggled between systems, from GPS tracking tools to inventory software, making operations disjointed and inefficient.

They needed a solution that could enhance productivity without increasing headcount or overhauling their infrastructure. That’s where Nova came in.

Before diving into design or development, Nova’s team began with a thorough discovery phase. Over several sessions, we shadowed dispatchers, interviewed operations managers, and analyzed backend data flows.

What we found were inefficiencies hiding in plain sight:

Dispatchers were spending nearly 4 hours per day manually updating delivery statuses.

Nearly 25% of deliveries required rescheduling due to mismatched timing or data inconsistencies.

Internal communication was scattered across emails, calls, and text messages.

Using this information, we mapped out a tailored digital transformation plan centered on workflow automation powered by AI.

Our solution integrated three core capabilities tailored to their operational structure:

We built a centralized AI engine that could ingest delivery data, assess traffic conditions, driver availability, and delivery time windows. The AI then suggested optimal routes and automatically dispatched daily assignments to drivers via a mobile portal.

Instead of manually entering order statuses or delivery notes, dispatchers and drivers could simply speak or type updates. The NLP-based virtual assistant interpreted inputs and auto-updated the system, reducing human entry errors.

We unified all tracking, communication, and schedule data into one real-time dashboard—minimizing system-switching and enabling proactive decision-making. Automated SMS and email updates were also triggered to keep customers informed on delivery status.

To ensure smooth adoption, Nova deployed the system in phases:

Phase 1: Automated dispatch for local routes.

Phase 2: Voice assistant testing with selected drivers.

Phase 3: Full integration with CRM and inventory.

We also ran live workshops to get staff up to speed. The feedback loop was critical—our developers iterated based on real-world use, ensuring the solution felt intuitive and genuinely helpful.

Within three months of deployment, the logistics company saw significant improvements:

✅ 60% reduction in time spent on manual dispatching and status updates.

✅ 40% decrease in delivery errors and re-schedules.

✅ 20% improvement in on-time delivery metrics.

✅ A measurable increase in customer satisfaction scores and fewer support queries.

Perhaps even more importantly, the dispatch team reported feeling “less overwhelmed” and “finally able to focus on solving real problems instead of putting out fires.”

This success story isn’t just about AI or automation—it’s about applying thoughtful design to understand the human side of operations. By combining Nova’s expertise in user experience, workflow design, and digital transformation, we created a solution that worked not only for the business, but for the people inside it.

Technology shouldn’t replace humans—it should empower them. By identifying friction points, designing with empathy, and using the right mix of artificial intelligence and automation, Nova helped a growing logistics firm thrive in a competitive, fast-moving market.

If your organization is looking to scale operations efficiently and meaningfully, we’d love to explore how design-led innovation can unlock your next level of growth.

→ Ready to reduce work and increase impact? Let’s talk.