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Month: July 2025

Build-to-Suit Warehouse Headquarters

Posted on by David Priestman

Palletways, one of the UK’s leading palletised freight networks, has announced plans to relocate its national headquarters and core operations to a new purpose-built 640,000 sq ft facility at Fradley Park, Lichfield, Staffordshire.

Developed in partnership with Prologis UK, the project will consolidate Palletways’ operations, create space for future growth, and raise the bar for sustainable logistics buildings in the UK. The new site, located a short distance from the company’s current site at Fradley Park, will look to consolidate their operations in the area. Around 250 existing jobs will be secured for the Lichfield area, with the new facility set to create clear opportunities for further employment growth in the years ahead.

Palletways has been based in Lichfield since 1994, when it first established its operations in the UK. What began as a single site has grown steadily over the past three decades into a network that now supports more than 140 independent members and handles close to 6 million pallets each year.

Rob Gittins, Managing Director of Palletways UK, said: “Our decision to remain in Lichfield reflects the strength of our connection to the area and the role it has played in our success over the past 30 years. This new facility represents the next step in that relationship — creating space for growth while keeping us firmly rooted in the place where we began.”

By consolidating operations into a single, purpose-built site, Palletways will reduce handling times, improve tracking accuracy, support earlier finish times and more reliable delivery windows. The additional space and flexibility will also allow the business to trial new technologies and streamline logistics processes — helping its independent members operate more efficiently and deliver stronger service to their own customers.

Gittins added: “It has been clear for some time that we are outgrowing our existing site at Fradley Park, which has served us so well for nearly 30 years. We began looking at how we could secure local jobs with minimum disruption, create opportunities for long-term growth, and further strengthen our commitment to sustainability. We’re very excited about these plans, developed in partnership with Prologis, which reinforce all of those objectives. Our new headquarters will allow us to build on our service levels, provide better facilities and training opportunities for our staff, and offer even greater support to our members.”

A key factor for Palletways in selecting Prologis as development partner was the company’s ability to deliver sustainable logistics buildings that meet both environmental and operational needs — a close fit with Palletways’ ambitions for its new headquarters. This, backed by Prologis’ robust balance sheet and access to capital means that the development could be delivered for Palletways with confidence, once planning approval is in place.

The 640,000 sq ft facility will be delivered by Prologis and target BREEAM Outstanding and EPC A+ standards, placing it among the top-performing industrial buildings for energy efficiency. Features will include a 600kWp+ rooftop solar PV array, smart metering, rainwater harvesting, and high-efficiency systems to reduce both emissions and running costs. The new HQ has been designed with employee wellbeing and community connectivity in mind. The building will feature warehouse skylights to maximise natural light, alongside secure cycle parking and EV charging to encourage more sustainable commuting. A dedicated amenity space for Palletways workers will include soft and hard landscaping, seating and a covered area. A new cycleway and footpath, winding through natural landscaping and featuring native species will improve local access between Fradley and Streethay, creating benefits beyond the building itself.

Paul Weston, Regional Head at Prologis UK, said: “This is a development that supports jobs, productivity and sustainability in equal measure. It reflects the ambitions of a long-standing logistics leader, while also contributing to a cleaner and more efficient built environment. It also aligns with the UK’s broader goals to modernise infrastructure, support regional growth and enable more sustainable ways of working. By investing in high-quality logistics facilities outside major city centres, projects like this help strengthen local economies and future-proof the country’s supply chain network.”

The proposals are currently subject to planning approval. A public consultation is now underway, with a planning application expected to be submitted to Lichfield District Council in summer 2025. Subject to approval, construction is expected to begin in 2026, with occupation targeted for 2027.

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Versatile Key-Based Mobile Computer

Posted on by David Priestman

Datalogic, a global supplier of automatic data capture and industrial automation products, has launched the new Memor™ K20-25, next-generation key-based mobile computer designed for businesses that demand speed, precision, and flexibility from their data capture tools. The Memor K20-25 aims to redefine industry expectations by addressing the diverse needs of both touchscreen and keypad applications, making it suitable for organizations of all sizes across different verticals, regardless of budget constraints.

Designed to streamline operations across retail, healthcare, hospitality, transportation & logistics, and light manufacturing, the Memor K20-25 maximizes productivity through its perfect balance of portability and durability. Workers can confidently scan any barcode – even damaged or complex ones, including GS1 Digital Link formats – with exceptional speed and accuracy thanks to Datalogic’s powerful Megapixel Halogen™ DE2102-HP scan engine, reducing delays and minimizing errors that impact customer satisfaction and operational efficiency.

Frontline workers can input data quickly and accurately in any lighting condition – even low light – thanks to the device’s clear 4-inch display and illuminated 24-key physical keypad, designed for comfortable extended use. With Android™ 13 OS (upgradeable to Android 15) and Google Mobile Services (GMS), businesses can protect their investment while ensuring seamless usage of their software applications across different devices and maintaining enterprise-grade security.

Built to keep workers productive throughout their entire shift, the Memor K20-25 eliminates downtime as it features a 4,850 mAh battery that supports up to 10 hours of continuous work. Its rugged housing survives inevitable drops (from up to 1.5 meters) and harsh conditions of daily fieldwork. Options for Wi-Fi only or Wi-Fi/4G connectivity provide flexibility for both indoor and remote operations. The high-quality 13MP rear camera further enhances proof-of-delivery processes and documentation tasks, reducing manual paperwork and accelerating customer services.

Datalogic’s Memor K20-25 offers versatility, combining touchscreen convenience and keypad efficiency, offering value and reliability for growing businesses. With the full support of Datalogic Mobility Suite and its Android SDK, customers can now unlock the scanner’s full potential.

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RFID Inmould Labels – Smart Traceability

Posted on by David Priestman

Inotec is proud to introduce its latest innovation in smart labelling – RFID Inmould Labels – a durable, high-performance solution that offers permanent identification and real-time tracking for reusable containers, even in the most demanding environments.

Bringing together the advantages of RFID Auto ID and in-mould labelling, Inotec’s RFID Inmould Labels offer durability, accuracy and sustainability. Developed in-house and tested in live customer applications, they are already helping leading logistics and packaging companies move away from single-use plastics while gaining full transparency across their supply chains.

Smart tray tracking at scale

A recent collaboration with EPT (Euro Plant Tray) demonstrates the real-world benefits of this solution. In the plant wholesale sector, over 95% of trays are currently single-use, contributing to around 40,000 tonnes of discarded plastic waste each year in Europe alone. EPT sought a reusable alternative that could deliver both environmental gains and digital traceability.

Working with EPT, Inotec developed a customised RFID inmould label that is seamlessly bonded to the reusable tray during injection moulding. This label offers exceptional durability – it is flush with the surface, waterproof, UV-resistant, and resistant to cleaning chemicals and mechanical impacts. Despite its compact size, it delivers a high-performance read range and allows bulk scanning of up to 1,000 trays simultaneously, with no line-of-sight required.

EPT’s trays now feature a secure, embedded RFID label that supports real-time tracking, inventory management, and cross-border reuse. The RFID inmould label is helping EPT reduce waste, optimise its processes, and set a new European standard for smart, reusable transport packaging.

Advanced performance, built to last Inotec’s RFID inmould labels are based on its own INO-TAG DIOBOND range and incorporate high-performance NXP RAIN RFID chips.

Key benefits include:

● High-speed scanning – multiple tags can be read simultaneously, even at distances of up to 15 metres
● No line-of-sight required – increasing speed and accuracy while reducing labour
● Secure, high-capacity data storage – with the ability to store encrypted tracking and logistics data
● Extremely durable – scratch-proof, smear-proof, waterproof and resistant to chemicals and temperature fluctuations
● Fully recyclable – made from the same material as the container for easier recycling
● Reduced energy use – thanks to in-mould’s one-step automated production process

Ideal for regulated and high-compliance sectors RFID inmould labels are particularly suited to industries where hygiene, traceability and security are critical. In food and pharmaceuticals, the edgeless bond eliminates contamination risk and withstands freezing, washing and sterilisation. IML is also compliant with strict FDA regulations and prevents label tampering or counterfeiting, which is critical for protecting intellectual property and public health.

“With RFID Inmould Labels, we’re combining durability, traceability and environmental responsibility in one powerful solution,” says David Stocker, General Manager at Inotec. “As seen with EPT, this technology helps our customers meet growing regulatory demands, streamline their processes and take a major step towards a circular economy.”

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How Cold Chain Automation Is Going Green

Posted on by David Priestman

From frozen food to pharmaceuticals, the cold chain plays a crucial role in keeping temperature-sensitive goods safe, fresh, and effective, writes Diana Davoyan. However, it is also one of the most energy-intensive segments of the supply chain. Cold storage facilities can consume up to three times more energy than ambient warehouses, and refrigerated transport adds a further carbon burden.

The good news? Cold chain automation is no longer just about speed and operational precision – it is rapidly becoming a key enabler of sustainability. As companies face growing pressure to decarbonise, cold chain logistics is undergoing a quiet transformation.

This traditionally energy-heavy sector is evolving into a more sustainable, efficient, and climate-conscious system.

The Sustainability Problem (and the Opportunity)

The conventional cold chain is challenged by three major sustainability issues:

● High energy use from refrigeration, lighting, and HVAC systems
● Product loss and waste due to temperature fluctuations, spoilage, and human error
● Carbon emissions from diesel-powered transport and inefficient warehouse operations

With rising energy costs and increasing focus on ESG goals, businesses can no longer ignore these inefficiencies. Fortunately, automation offers a powerful solution.

How Cold Chain Automation Supports Sustainability

Automated cold storage systems – such as ASRS (Automated Storage and Retrieval Systems) – are often compact, high-density, and fully enclosed. These systems reduce the volume of air that needs to be cooled, resulting in significantly lower refrigeration demand.

When paired with smart zoning and AI-powered climate controls, automated facilities can dynamically adjust cooling only where and when it’s needed – cutting down on unnecessary energy usage.

Reduced Waste, Increased Accuracy

Real-time monitoring systems in automated warehouses continuously track temperature and humidity. If any parameter deviates from set thresholds, alerts are triggered immediately. This helps to:

● Minimise spoilage
● Reduce packaging and product waste
● Avoid the environmental and financial costs of lost goods

In industries such as food and pharmaceuticals, where safety and compliance are non-negotiable, this level of precision is critical.

Smaller Environmental Footprint

Automated storage solutions typically allow for vertical integration, maximising space within the existing footprint of a facility. This not only increases storage capacity but also reduces the need for new warehouse construction – along with its associated emissions and resource consumption.

Diana Davoyan

Greener Transport and Smart Routing

Cold chain automation isn’t limited to storage. It also extends to transportation:

● AI-driven route planning helps reduce mileage and fuel consumption
● The adoption of electric and hybrid refrigerated vehicles is accelerating
● Some logistics hubs are integrating with on-site renewable energy sources, like solar panels, to power both storage and charging infrastructure

Data-Driven Sustainability

One of the most powerful advantages of automation is the ability to collect and analyse granular data. Businesses can now track:

● Energy usage per pallet or unit
● Refrigeration efficiency trends
● Carbon emissions per delivery
● Compliance with sustainability benchmarks and regulations

This data not only helps identify inefficiencies but also provides the transparency required for ESG reporting and sustainability certifications.

What’s Next for the Greener Cold Chain?

The future of sustainable cold chain logistics is being shaped by several emerging technologies, including:

● Battery-powered and solar-assisted refrigerated vehicles
● AI-optimised HVAC systems that adapt in real time to changing internal and external conditions
● Passive cooling innovations, such as phase change materials used in packaging
● Carbon-neutral warehouses powered entirely by renewable energy sources

As these innovations continue to scale, automation will be essential for managing complexity while maintaining operational efficiency. Ultimately, the future of cold chain logistics will hinge on how boldly organisations embrace automation – not only as a performance driver, but as a key enabler of long-term sustainability.

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Right-sizing for Growth

Posted on by David Priestman

Online power-tool retailer, UK Planet Tools, has invested early in ‘right-size’ packing automation to remove constraints on growth and build-in flexible capacity for peak. Starting out in 2010 as a local retailer of high-quality tools and fixings, serving customers in and around Milton Keynes, UK Planet Tools has grown rapidly to become one of the largest online suppliers to the building trade for power-tools and related products. Thousands of orders a day are shipped to customers across the UK.

As with most ecommerce businesses the speed and efficiency of the pick, pack and dispatch operation is vital, making all the difference to customer satisfaction levels and potential sales – particularly, at peak. For the managing director of UK Planet Tools, Bohdan Hrystayenko, this was an aspect of the business where he could see automation bringing significant cost savings combined with an uplift to productivity and it was the packing operation that held the greatest potential for a fast return on investment (ROI).

Labour savings

Having spoken with Sparck Technologies, Hrystayenko was aware of the major benefits, in the form of labour and materials savings, that could come from using automated ‘right-size’ boxing technology. Sparck Technologies’ CVP Impack auto-boxing system has the capability to tailor-make up to 500 boxes per hour, for multiple or single item orders, using advanced 3D scanning technology to optimally size, create and label each parcel in one seamless process – reducing package volumes by up to 50%, cutting cardboard usage by 30% and eliminating the need for void fill.

The technology was perfect for UK Planet Tool’s varied product profiles and mixed order quantities. The CVP Impack was highly flexible, capable of scanning and making boxes to the exact size needed for single item orders or multiple items, time and time again.

Why wait?

“This machine was exactly what we wanted,” says Hrystayenko. “Even though our daily throughput was only about half the capacity capable of the CVP Impack we knew we could reap enormous benefits from installing the machine now, rather than waiting. We were confident that with this machine in place we would have the operational flexibility and extra capacity to grow, without any fears over hitting peak volumes or trying to find additional labour. It was the right thing to do.”

An order for a CVP Impack was placed at the beginning of November 2024 and installed on 17th December, with ‘right-size’ packages rolling off the machine just two days later. “Space in the warehouse was tight but with some creative thinking from ourselves and Sparck we made it work. It was an incredible feat, supplying and installing the whole system in just eight weeks,” he says.

Big benefits

“The benefits for our business have been enormous,” says Hrystayenko. “With each box now custom-made to fit the exact dimensions of every order, we’ve eliminated the waste of shipping empty space. This alone has saved us 40% on consumables and material costs. Our reliance on manual labour has dropped significantly, transforming what was once a labour-intensive packing process. Like many ecommerce businesses, Mondays are our busiest days. Previously, we had to start early to clear the weekend backlog, but now we don’t begin until 8am. Thanks to the CVP Impack, just two operators can manage 250–300 packages per hour, removing the need for overtime and extra staffing.”

But for Hrystayenko, the most significant benefit from purchasing the Sparck’s CVP Impack has been the uplift in customer service, enabling a 5pm cut-off for a next-day delivery – a reliable fulfilment capability that builds customer confidence and wins new business. “The Trustpilot reviews have been glowing green ever since,” says Hrystayenko. “In fact, I calculate that had we installed the CVP Impack before the autumn peak we could have done 1.5x the business we did. This machine has given us the opportunity to grow the business. There’s no stopping us now.”

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Pallet Pooler’s Sustainability Progress

Posted on by David Priestman

The latest sustainability report from a leading European pallet pooling specialist reveals a collective saving of more than 40,000 tonnes of CO₂ emissions – the equivalent of 177 million miles of driving.

IPP, which has its UK base in Coventry and specialises in providing reusable wooden pallets for major manufacturers and FMCG brands, is part of Faber Group, which has published its third annual sustainability report. IPP operates a closed pallet pooling network throughout Europe and its pallets – known as load carriers – are built using FSC/PEFC certified timber and maintained to optimise their lifespan.

Faber Group supported 131 million load carrier movements across Europe in 2024 – a substantial increase of 11 per cent, or 13 million movements compared to 2023 – all while successfully reducing overall carbon emissions. The companies have implemented an Environmental, Social and Governance (ESG) strategy with three clear sustainable development goals to help them achieve an ambitious target of becoming net zero by 2045.

The three key areas it is working on to improve sustainability include responsible production and consumption, climate action and partnerships.  Priority actions include reducing transport emissions via its pallets, reducing the footprint of its logistics operations by 30 per cent by 2030 and maximising the lifespan of its pallets to reduce production and consumption.

IPP has already made substantial progress to reduce emissions from its logistics operations by becoming the first company to achieve a European two-star Lean and Green rating. The Sustainability Report 2024 demonstrates that its circular economy business model is driving real change and real benefits for the environment.

Andy Maddock (pictured), regional managing director for IPP UK&I, said: “The third edition of Faber Group’s Sustainability Report shows the further integration of our ESG pillars across the business and how they are delivering sustainable value for IPP and our customers. We are proud of our collective progress in reducing our carbon emissions while working towards our goal of net zero. Collaboration, digitalisation and sustainable procurement will continue to be key drivers in enabling us to realise our ambition and deliver change with real impact.”

Ingrid Faber, CEO of Faber Group, said: “In 2024, we were able to help our customers avoid more than 40,000 tons of CO₂ emissions through our circular pooling model, a steady increase of more than eight per cent of saved emissions in comparison to 2023. We also retained our EcoVadis Platinum rating, placing Faber Group in the top one per cent of its industry for the fourth consecutive year. The launch of our tech division Faber LABS and investments in digitalisation further strengthen the company’s ambition to become Europe’s most sustainable pooler.”

IPP has a wealth of eco credentials, including a platinum Ecovadis sustainability rating, a Lean and Green two-star European rating and is a signatory to the United Nations Global Compact – a voluntary initiative to implement universal sustainability principles.

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FIA Appoints Global Logistics Partner

Posted on by David Priestman

The Fédération Internationale de l’Automobile (FIA), the global governing body for motor sport and the federation for mobility organisations worldwide, has announced a comprehensive partnership with the logistics company DHL. The collaboration will enhance operational efficiency across FIA events while reducing emissions over the racing season.

The FIA has launched the Global Partnership Programme to collaborate with leading organisations across the world who share the FIA’s vision for driving innovation, sustainability and safety across both motor sport and mobility. As Global Logistics Partner, DHL will manage the transport, installation and maintenance of key FIA infrastructure across the FIA’s Formula 1, Formula 2 and Formula 3 championships. This includes FIA trackside infrastructure such as Mobile Office Units and Garages as well as race-critical equipment.

Sustainability is a central pillar of the partnership, reflecting the shared commitment of both the FIA and DHL to reduce environmental impact and promote responsible innovation. As part of the agreement, DHL will deploy seven trucks for European logistics, each powered by hydrotreated vegetable oil (HVO) which cut emissions by up to 83% compared to conventional fuels.

DHL will support the sport to deliver the rationalised calendar that has been developed to create a geographical flow of races, thereby reducing travel distances across the season and enabling the use of lower-carbon freight solutions. These efforts contribute directly to the FIA’s ambition to halve its carbon footprint by 2030 compared to its 2019 baseline.

FIA Chief Commercial Officer, Craig Edmondson, said: “This partnership with DHL is a great opportunity to collaborate not only on the vital behind-the-scenes work that goes on at any track event, but also to drive sustainable practices across our industry. Pushing for greater sustainability across both motor sport and mobility is a priority for the FIA, and we are constantly seeking to embed this ethos into our ways of working, including our relationships with commercial partners.”

Paul Fowler, Head of Global Motorsports Logistics at DHL, said: “The FIA is a long-standing pillar of the motor sport community, so taking on the role as its Global Logistics Partner is a great honour to us. Our connection extends beyond the track. We share essential values such as safety, quality, speed, and precision, and we are both deeply committed to sustainability. Together, we champion alternative power sources and groundbreaking drive technologies that help reduce emissions along with regionalization of racing calendars.”

Announced during the FIA Sustainability Innovation Series at the iconic Silverstone Circuit ahead of the British Grand Prix this weekend, the DHL partnership marks a new pillar of the federation’s 2030 carbon reduction strategy. This is the sixth edition of the Sustainability Innovation Summit series, showcasing how collaboration, innovation and ambition are driving real environmental progress in motor sport.

The partnership marks another step in the FIA’s drive to strengthen its commercial relationships as part of its broader strategic transformation. It follows the announcement of the FIA’s 2024 financial results in May, which shows an operating profit of € 4.7m for the fiscal year, a major turnaround from the € -24.0m operating loss recorded in 2021.

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Sorting Robots Boost Fulfilment Capacity

Posted on by David Priestman

THG Fulfil, fulfilment and courier management solution, has announced a partnership with intelligent robotics provider, Libiao. The collaboration will see the installation of 430 state-of-the-art T-sorting robots into THG Fulfil’s automated Manchester warehouse facility, a move projected to increase operational capacity by approximately 75%.

The T-sorting robots are set to be operational in September 2025, providing THG Fulfil with the capacity to output c1 million units per day – a move that will strengthen THG Fulfil’s ability to manage peak demand as it onboards new brands and retailers ahead of the holiday season.

THG Fulfil provides solutions by seamlessly integrating automation, AI-driven technology and proprietary software, delivering customer satisfaction. The strategic implementation of Libiao’s innovative robots is testament to THG Fulfil’s commitment to leveraging advanced automation to enhance speed and improve efficiency across its ecommerce operations. The modular and flexible design of the T-sorting system allows for dynamic scalability, enabling THG Fulfil to rapidly adapt to fluctuating consumer demand, regardless of seasonality.

Libiao’s T-sorting robots are renowned for their high stability and fault tolerance capabilities, boasting a remarkable sorting accuracy of up to 99.9%. The system is engineered to sort for multiple destinations simultaneously, with electroplating robots operating on optimal paths to maximise sorting efficiency. The technology also offers significant space-saving advantages due to its low footprint requirements and versatile deployment options across warehouse levels.

Furthermore, THG Fulfil is Libiao’s UK distribution partner, enabling brands and retailers to access Libiao’s cutting-edge robotics solutions and benefiting from THG Fulfil’s proprietary technology, optimisation and know-how. Brands and retailers will also benefit from rapid deployment capabilities, with installation of Libiao’s robotics solutions possible in as little as three weeks. This short project cycle contributes to fast and high return on investment, resulting in a typical return period of less than three years.

Tom Killeen, COO, THG Ingenuity, said: “We have always believed that fulfilment is a core driver of customer excellence and brand reputation. Our collaboration with Libiao further solidifies our commitment to providing brands and retailers with industry-leading, scalable automation solutions that optimise everything from pick and pack to final mile delivery, ultimately enhancing customer experience and driving loyalty. Our unique approach, which often sees 95% of all units sold moving through some form of automation, combined with our late NDD cut-off times of up to 1am, is truly what sets us apart. We are committed to investing in the future of logistics, while empowering our clients to meet and exceed evolving consumer expectations with unparalleled efficiency.

Jason Zhang, VP of Sales – Europe, Libiao, said: “We’re excited to partner with THG Fulfil, showcasing the elegance and scalability of Libiao Robotics’ solutions. Our compact, modular robots enable rapid plug-and-play deployment. With THG Fulfil as our UK distribution partner — leveraging their vast retail network and warehouse automation expertise — we look forward to expanding Libiao’s reach across new industries. At Libiao, our mission is to make the world more efficient, and this collaboration is a meaningful step toward that goal.”

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Logistics and Shipping Support Teams are Adopting Agentic AI

Posted on by David Priestman

Delivering results is the reason why logistics and shipping support teams are adopting agentic AI, writes Sebastian Glock, Director of Product Marketing & Technology Evangelist at Cognigy.

Billions of letters, parcels, and shipments are delivered each year. They cross international borders and state lines, spanning languages, cultures, and time zones. These are truly global operations. A melting pot of variables at an almost unimaginable scale. Providing consistently strong customer support under these conditions is extremely challenging. As well as acute seasonal peaks in volumes, there are unpredictable spikes in demand. When even 99.8% of transactions go smoothly, companies still face millions of potential inquiries.

Compounding these challenges, labour shortages in contact centres, alongside rising expectations for rapid, digital-first services, are straining customer service teams. Fragmented TMS, WMS, ERP, and CRM systems hinder end-to-end visibility, slowing time to resolution and frustrating customers and staff alike.

AI helping hand

Multinational shipping firms like DHL are turning to the latest generation of AI assistance for support. With human-like interactions in multiple languages, the ability to complete entire workflows, and the reasoning and autonomy to do so, agentic AI is quickly proving to be an invaluable tool in customer service and support.

Not your everyday chatbot

Agentic AI differs from conventional chatbots in almost every way. Where chatbots run off scripts and keyword identification, the AI agents truly understand language and can readily switch between languages. They accurately identify and respond to key information, even when it’s phrased unusually. For example, a customer might say, “I’m expecting a parcel, and so is my housemate,” to which the agent would confirm, “So, we’re talking about two parcels? Please can you confirm the shipment number or numbers if these were two separate orders?”

But the differences between bots and AI agents don’t just stop there. As well as language comprehension, agents have reason and logic. They apply context and variables to their responses, accounting for things like delivery windows or temporary routing conditions. They hold on to this context, even across long and complex interactions, and can work across channels (chat, voice, messaging apps), ensuring customers get the help where and when they need it.

This logic and reasoning shines when we consider agents are integrated with back-end systems and given executional permissions. Not only do they understand the customer’s goal and have access to their profile and account history, but they can also analyze multiple systems at once, deduce the actions needed to resolve the issue, and then see them through – all autonomously. This is incredibly useful for actions like shipment tracking, delivery changes, and pickup requests.

Seb Glock, Cognigy

Agents are, in fact, proactive in their operations. They actively start and complete workflows without direct human prompting, provided it helps them achieve their goal. So, should a delay in shipping arise, for example, agents could proactively inform customers, confirm new delivery windows, and attempt to find the appropriate workaround. Likewise, they can chase up late payments or send reminders.

Supporting DHL internationally

You can begin to see why DHL adopted such a powerful tool to support its customer service teams. Processing over 15 billion letters and parcels annually, the company’s 0.2% inquiry rate means it still handles over 30 million customer service interactions each year. With an increasingly international customer base with a preference for phone interactions, DHL needed multilingual support across time zones that could handle its colossal scale.

The deployment of its AI voice agent, Paula, has helped the company maintain a high customer satisfaction score of over 80%, lowered operational costs, and reduced response times. Fully integrated with their CRM, SAP, and Salesforce, and providing multichannel, multilingual support, Paula has relieved a significant amount of strain on DHL’s customer service teams. And when inquiries sometimes prove too complex, Paula seamlessly hands over to a human agent.

Benefits at scale

Agentic AI presents a new chapter in customer support services. Offering demonstrable value at scale, shipping and logistics companies are becoming more resilient, efficient, and cost-effective as they continue to deploy AI agents. Human workforces are relieved of repetitive, high-volume inquiries and are able to focus on higher-value interactions. And customers continue to enjoy satisfying interactions, with faster resolution times and fully digital support. The future is agentic.

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Shipper TMS SaaS Solution Launched

Posted on by David Priestman

CtrlChain announces the launch of its Shipper Transport Management System (TMS), a SaaS solution built from the ground up to challenge the status quo of logistics technology.

Designed to address the complexity and fragmentation of today’s fast-paced logistics environment, the system provides a unified, scalable solution that supports all transport modalities, including full truckloads (FTL), less-than-truckloads (LTL), groupage, and parcels.

Companies like Ingram Micro, PON, and VDL rely on CtrlChain’s technology to support their logistics operations; and the system continues to scale with them as they expand into new markets.

A Unified System for Full Shipment Lifecycle Management

CtrlChain TMS consolidates all core transport management functions: carrier setup, rate management, order execution, shipment tracking, documentation, and compliance into one centralized system. This integrated approach eliminates the operational silos and software fragmentation that often slow down logistics teams and create data inconsistencies.

At its core is high-quality, actionable data that goes beyond simple shipment tracking. By analyzing key data points across the transport flow, the system helps businesses optimize routes, reduce delays, and address disruptions before they scale, without constant manual intervention.

“Shippers don’t need another rigid platform,” said Giovanni Gubbels, CEO at CtrlChain. “They need visibility that goes beyond surface-level tracking. They need insights that help them act fast, stay reliable, and deliver a better experience to their own customers.”

Shippers can onboard and manage their own carrier networks or work with CtrlChain’s vetted partners, all while retaining full control over workflows and data.

Addressing Fragmented Logistics Markets

Both U.S. and European markets remain highly fragmented. Over 90% of road freight companies are small businesses operating with fewer than 10 trucks. CtrlChain TMS is designed to operate reliably in these environments.

As a cloud-based solution, it requires no heavy IT infrastructure. Businesses can go live in days through a fast, intuitive onboarding process, minimizing the delays typically associated with traditional logistics software. Shippers are free to configure their own network and operate independently, without being locked into a predefined one.

Scalable Architecture to Support Growth

CtrlChain TMS is engineered to grow with the business, from small regional operations to enterprise-level global logistics.

“Scalability is not a layer we added later, it’s part of the core architecture,” said Rik Van Elk, VP of Technology at CtrlChain. “Whether a customer is moving 50 shipments a week or 50,000, the system handles it without requiring costly integrations or performance tradeoffs.”

This ensures that growing teams maintain consistent control, speed, and traceability across their operations.

Key Functional Capabilities

CtrlChain’s approach to TMS is defined by six core capabilities:

1. Real-Time Visibility
Live status updates via telematics, geofencing, and mobile app integration enable timely response and proactive decision-making.
2. Carrier Management
Shippers can onboard and manage their own carriers or use CtrlChain’s vetted network while maintaining full control of relationships and data.
3. Procurement Automation
Centralized management of rates, contracts, and order workflows reduces administrative load and ensures consistency.
4. Multimodal Transport Support
Supports FTL, LTL, groupage, and parcel shipments, adapting to a wide range of logistics models and geographies.
5. Infrastructure Ownership
All operational data and processes remain with the shipper, avoiding vendor lock-in and preserving long-term control.
6. Scalability
Handles increasing shipment volumes, teams, and regions without compromising performance or visibility.

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