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A Daily Tracker for Parcels That Stopped Moving

One shared sheet for every parcel with no scan, a failed delivery or a return to sender, so problems were caught before customers called.

ABM Global · Online orders across Australia

Daily

Exception check, before customers call

1 sheet

Shared by logistics and CS

Fewer

Repeat “where is my order?” tickets

The Challenge

Parcels with no tracking scan for several days were usually found only when the customer contacted us. Notes were spread across emails and chats, so the logistics and customer service teams sometimes chased the same order twice.

My Role

Logistics Coordinator. I built the tracker and checked it every morning.

What I Did

  1. 1

    Listed every parcel with no scan for 3+ business days, a failed delivery or a return to sender

  2. 2

    Added columns for courier, next action, owner and “customer updated?”

  3. 3

    Followed up each courier in one batch instead of one email per parcel

  4. 4

    Shared the tracker with customer service so they could give customers the latest status