Industry
Logistics & Freight Forwarding
Technologies
Angular, Node.js, MongoDB
About Our Client
Our client is a Fortune 500 global logistics leader headquartered in Singapore, operating in over 35 countries with a vast network of freight, customs, and supply chain services. With hundreds of enterprise partners and a growing demand for real-time service updates, the company needed a centralized B2B service portal that could automate support workflows, improve SLA adherence, and enhance partner transparency.
Challenge
The client encountered serious operational and communication inefficiencies:
- Decentralized Partner Management: Partners had no visibility into shipment exceptions, escalation processes, or contract-based SLA details.
- Manual Ticketing: Service requests were handled via phone/email, leading to inconsistencies, missed escalations, and SLA penalties.
- Fragmented Systems: Freight tracking, billing, and issue resolution were scattered across internal tools with no unified interface for clients.
- High Volume of Requests: Over 20,000 monthly partner support tickets with 35% requiring escalation due to delays or lack of response.
They required an intelligent, real-time B2B service portal capable of centralizing partner interactions, digitizing workflows, and integrating with core logistics systems and APIs.
Solution
Celestial Infosoft engineered a scalable B2B Service Portal tailored to support high-volume logistics operations, with deep automation and seamless system orchestration.
Key Features Delivered:
- Unified Partner Dashboard: Personalized views with quick access to open tickets, escalations, contract terms, and billing data.
- Smart Ticketing System: AI-assisted categorization and auto-routing of partner issues based on priority, SLA tier, and contract history.
- Real-Time Freight Sync: Integrated live shipment data from IoT devices and partner APIs for accurate status updates.
- Custom SLA Engine: Dynamic timers, escalation paths, and breach alerts configured per partner contract.
- Knowledge Base & Support Bot: NLP-powered chatbot trained on company policies and 1,500+ SOP articles for instant resolution.
- Analytics & Compliance Reports: Visual dashboards for SLA adherence, team performance, and issue trends.
Project Highlights
- Event-Driven Architecture: RabbitMQ and AWS Lambda enabled responsive, scalable workflows during peak request surges.
- High Availability & Speed: The portal consistently supported 25,000+ concurrent sessions with sub-second response times.
- Multi-Tenant Architecture: Enabled portal reuse across regions and partner tiers with configurable UI and workflows.
- Security First: Role-based access, end-to-end encryption, and audit logs ensured full compliance with GDPR and SOC2.
Results
- 70% Drop in SLA Breaches due to automated tracking and intelligent escalation handling.
- 50% Faster Response Time for priority tickets, improving partner satisfaction and retention.
- 3x Increase in Self-Resolution through the AI knowledge base, reducing load on internal service desks.
- Near-Zero Downtime post-launch, with highly reliable performance across global data centers.
Technologies and Tools
- Frontend: Angular, SCSS, Highcharts
- Backend: Node.js (Express), RabbitMQ
- Database: MongoDB, Redis Cache
- Integrations: IoT fleet tracking APIs, SAP S/4HANA, Jira, Freshservice
- Cloud & DevOps: AWS ECS, Lambda, CloudWatch, Jenkins pipelines
- Security: OAuth2, SSO (Okta), WAF, end-to-end encryption
Client Feedback
“This B2B portal fundamentally changed how we deliver service. Our partners now have control, visibility, and faster resolutionn all within one secure, high-speed platform. Celestial Infosoft exceeded our expectations in both technical delivery and strategic foresight.”
– Client Says
