Case Study: a Jebel Ali-based freight forwarder saves 12 hours per agent each week with Apptology FZCO

Jebel Ali-based Freight Forwarder saves 12 hours per agent each week with Apptology FZCO

A Jebel Ali-based freight forwarder was facing a significant operational challenge where its 14 customer-facing agents were spending excessive time managing shipment updates through spreadsheets and Outlook, processing 8-12 status emails per agent daily. Apptology was tasked with replacing this inefficient system by building an internal operations tool to automate the process.

Apptology implemented a solution that pulled live data from CargoWise and other feeds, using Claude for AI-powered summarization of exceptions and drafting customer emails for agent review. This "exceptions layer" built in Retool saved 12 hours per agent every week, as validated by time-tracking, while maintaining customer satisfaction levels. The managing director reported regained strategic time, and Apptology delivered the effective tool in just seven weeks with a focus on functionality over unnecessary features.