The challenge: A support team spending 70% of their time answering the same question

NorthRoute Logistics coordinates road and short-sea freight across Western Europe from its hub in Rotterdam. Their customer support team of six spent 70% of their time answering the same question: "Where's my shipment?"
5,600+ tracking calls per month. Each one required a support agent to look up the shipment reference, check the TMS, relay the current status, and provide an updated ETA. Average handling time: 4 minutes 30 seconds. The work was repetitive, low-value, and demoralising for a support team that had been hired to manage complex logistics exceptions.
Customers who couldn't get through (hold times averaged 8 minutes during afternoon peaks) would email instead, creating a secondary backlog.

The solution: Live tracking answers in English and Dutch, with no hold times

Thrumble AI handles all inbound tracking inquiries. The AI answers in English and Dutch (NorthRoute's two primary customer languages), identifies the caller, captures or confirms their shipment reference, queries the TMS in real time, and provides a live status update with the current ETA.
If the shipment is delayed or flagged with an exception, the AI explains the reason, provides the revised ETA, and offers to connect the caller with a support specialist if they need to discuss options.
The Dutch voice model uses standard Netherlands Dutch (not Belgian Dutch), matching the pronunciation and phrasing NorthRoute's Benelux customers expect.

The results: The numbers speak for themselves

• 5,600 tracking calls resolved per month, in English and Dutch.

• 94% resolved autonomously with no human involvement. Only 6% escalated (typically for active exceptions requiring decision-making).

• Average call duration: 1 minute 15 seconds, down from 4 minutes 30 seconds.

• Hold times eliminated. Every call answered instantly.

• Email tracking inquiries dropped by 72%, as customers could now get real-time answers by phone without waiting.

• Support team redeployed: four of six agents now focus on exception management and proactive customer communication.

The commercial impact: EUR 240K saved. Customer NPS from +18 to +52.

EUR 240,000 per year in support staffing costs saved through redeployment.
Customer NPS for support interactions improved from +18 to +52 within the first 6 months.
Deployed in 5 weeks, including Dutch and English voice model configuration.

5,600 tracking calls. 1 minute 15 seconds. English and Dutch. Zero hold times.