Where is my consignment, failed deliveries, proof of delivery, damage and loss claims, quote requests — every one of them owned and answered.
In short: logistics teams use Kunye Cloud to turn shared-mailbox email into tracked shipment enquiries. Every enquiry has an owner, emails are grouped per shipment, SLAs are visible before they breach, and managers can prove response times to key accounts.
The challenge
A logistics company handles a constant flow of email, and it all lands in a few shared mailboxes. Nobody knows who is handling what, one shipment generates a trail of emails across several people, and when the usual handler is out, queries sit unanswered.
Customers chase, managers find out about missed commitments after the fact, and there’s no clear way to show a key account how quickly their queries were resolved.
How Kunye Cloud helps logistics teams
One owner, one status
Every email becomes an enquiry with an owner and a status. Collision detection stops two agents answering the same query.
One case per shipment
Related emails are grouped by waybill, tracking or claim reference, so the full story of a shipment sits in one place.
Replies go back to the owner
When a customer replies, it goes straight back to the same person, with no re-queuing.
SLAs you can see coming
Response and resolution targets are tracked, so managers see which enquiries are about to breach and step in early. (See setting service targets your team can actually hit.)
Oldest, highest priority first
The priority queue surfaces awkward claims before they age, while easier emails get picked off.
Key accounts, routed
Auto-assign by sender sends a key account straight to its handler. Diarised reminders keep follow-ups on exceptions and claims from slipping.
The outcome
Teams get a clear view of who owns every shipment enquiry and how long it has been open. Managers can report on response times and productivity per account (see reading the reporting suite), and the audit log gives a full record of who said what and when if a claim is disputed.
Customers get faster, more consistent answers, and the business can back up its service levels with data.
Frequently asked questions
How does Kunye Cloud handle “where is my consignment” emails?
Each email becomes an enquiry with an owner and a status. Emails about the same shipment are grouped by waybill or tracking reference, and when the customer replies, it goes straight back to the person who owns the enquiry.
Can logistics teams track SLAs per key account?
Yes. Response and resolution targets are tracked on every enquiry, key accounts can be auto-assigned to their handler by sender, and managers can report on response times and productivity per account.
What happens if a damage or loss claim is disputed?
The audit log keeps a full record of who said what and when, so the team can show exactly how the claim was handled.
Kunye Cloud: where every customer enquiry gets owned, answered and resolved — on time. Book a demo to see how it works for your shipment enquiries.