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Not tickets — management of the promise you made to the client

Service Desk for logistics: AI drafts the reply, a person sends it

A request lives in a case, not in a chat thread: client, shipment, deadline, owner, evidence. Deadlines are recalculated automatically, escalation raises itself, and the decision history stays immutable. AI drafts replies and case digests — the decision always stays with a human.

Discuss your case What is included
01Who it is for
  • Operators and forwarders where a request belongs to a shipment, not to an abstract ticket
  • Companies with contractual response-time commitments
  • Teams where claims are resolved by chat threads and memory
02What it replaces
  • Requests living in email and messengers
  • Generic helpdesks with no notion of a shipment
  • Manually watching deadlines in a calendar
Service Desk
03Components

What is included

Service Desk

Managing the promise to the client
in production

Not tickets but a case: client, shipment, deadline, owner, evidence. Deadlines recalculate automatically, escalation raises itself, AI drafts the replies. The client rates how the case was handled, and AI reviews the rating together with the case history.

The job

Make it impossible to lose a request and make response time independent of anyone's memory.

What hurt

  • Requests get lost in chat threads after escalation
  • No single evidence base and no owner per shipment

What you get

  • Case, deadline and evidence from day one
  • Escalation fires on its own, with no manual watching
  • AI drafts the reply, a human sends it

What your client gets

  • The answer arrives on time and the status is visible without calling anyone
  • The decision history is kept whole and cannot be rewritten
last change: 30 Sep 2026

AI in client service

Request sorting and draft replies
in production

AI reads inbound client emails with thread history and attachments, identifies the topic and adds client data from CRM. Routine requests like a freight quote or truck pass are handled automatically; everything else reaches an employee as a case with context and a draft reply.

last change: 30 Sep 2026

Client portal

Shipment statuses without calling the manager
in production

Clients place orders, price a delivery, follow it stage by stage, see their warehouse stock, download documents and rate the shipment themselves. Fewer calls to the account manager over every detail.

last change: 30 Sep 2026
04Implementation

How it works for you

A request becomes a case

Client, shipment, deadline and owner are attached to it.

The system runs the clock

Recalculation is continuous and escalation fires without reminders.

AI drafts the reply

The draft is assembled from the case history and knowledge base; a human sends it.

Evidence remains

The decision history cannot be rewritten and can be produced during a review.

05Comparison

Three ways to solve this

We are not the only option, and we show plainly where we lose.

Build it yourselfOff-the-shelf vendorBIOCARD Tech
Time to first resultQuarters: hiring, learning the domain, architecture from scratchWeeks to install — then months bending processes to fit the boxA demo immediately, a pilot in weeks: the product already exists
Domain contextYou will have to teach the team what a batch and a temperature mode areA generic product with no notion of a shipment or a cold chainWe work in it daily — the context is included
Who carries the riskYou do: for the timeline and for the solution turning out wrongYou do: changes outside the vendor roadmap usually never happenWe do: the product runs in our own company and we use it ourselves
Changes for youAnything is possible — if the team stays and is not pulled elsewhereOn the vendor's roadmap and prioritiesDays rather than quarters: our own delivery pipeline
Where we loseFull control over the code and priorities stays with youA large partner ecosystem, training and certificationWe are a small team and we do not take every job
06Cost

Price on request

There is no price list, and that is not a trick: almost every product needs configuration for your processes and integrations, so the same system costs differently at two companies. We quote after the demo, when the scope is visible — not before it.

01

What you get

A working product rather than from-scratch development. The core already exists and runs in our own company, so you pay for the rollout and the fit-out, not for inventing the solution.

02

What the quote is made of

The amount of fit-out for your processes, the number and complexity of integrations, and the requirements around data and timing. All of it becomes visible after a demo on your own data.

03

When we name a figure

After the demo and a short review of your case. The quote is fixed — not time-and-materials.

Where the work stops

The Service Desk does not replace your CRM or own the client base: clients stay in your system, while the case, the deadline and the evidence live here.

07FAQ

Questions about this solution

We already have a CRM. Will this duplicate it?

No. Clients and deals stay in the CRM; the Service Desk keeps references and works with the commitment on a specific shipment.

Who answers the client — a person or AI?

A person always sends it. AI prepares the draft and the case digest so the reply takes a minute rather than half an hour.

What about claims and reviews?

Every case exports a dossier: the request, the actions, the deadlines and the evidence.

08More solutions

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See it on your data

Forty minutes, a working product, no slides. Then a pilot in your environment.

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