The challenge
A 3PL was answering 200+ daily WhatsApp queries about shipments, NDRs, and RTOs from its D2C clients.
All case studies
Logistics
Shipment dashboard for a 3PL serving 40+ D2C brands
Self-serve shipment + NDR dashboard cut support tickets ~70%; client NPS lifted to 68.
6 monthsClient: 3PL · 40+ D2C brand clients
−70%
Support tickets / day
24 h → 8 h
NDR resolution time
68
Client NPS
28%
Ops team capacity reclaimed
The transformation
Before vs After
BeforeWhere they started
- 200+ WhatsApp queries daily from clients.
- NDR resolution slow.
- No self-serve dashboard.
- Ops team drowning in repeat questions.
AfterWhere Sphyx took them
📦
−70%
- Clients self-serve shipment + NDR data.
- Daily 9am digest pre-empts queries.
- Carrier integrations show live status.
- Support tickets cut ~70%.
Our approach
A sequential playbook — each step builds on the one before it.
1
Client login portal with shipment + NDR + RTO live data.
2
Action buttons: re-attempt, change-address, mark-RTO.
3
Daily ops digest emailed at 9am per client.
4
Carrier integration with 5 partners for live status.
Outcomes
Support tickets / day
−70%
NDR resolution time
24 h → 8 h
Client NPS
68
Ops team capacity reclaimed
28%