The Challenge: Managing Delivery Communication at Scale
With 29 locations and a growing customer base, 1915 South’s call center was overwhelmed by routine delivery-related inquiries—questions about delivery windows, special instructions, and rescheduling were eating up staff time. Customers were also evolving: they didn’t want to call anymore. They wanted real-time answers via text and chat, and they expected it to feel effortless.
At the same time, customer expectations were changing. Shoppers no longer wanted to wait on hold or make follow-up calls to check on their orders. They expected real-time answers via text or chat—delivered in the same fast, intuitive way they interact with other modern services.
The result? A growing disconnect between how 1915 South operated and how their customers preferred to engage. The company needed a smarter, more scalable approach to managing delivery communication and one that could reduce call volume without compromising service quality.
The Solution: Instant, Intelligent Support with DT Agent
To meet this shift in customer expectations, 1915 South deployed DispatchTrack’s DT Agent, a fully integrated, AI-powered chat solution. Within one week, they had a live system that responded automatically to routine delivery questions with up-to-date DispatchTrack delivery data—no phone call required.
Key features:
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Real-time answers via LLM-powered SMS
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Personalized responses using live order and route data
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Easy escalation to live agents when needed
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Seamless customer experience across channels
“DT Agent feels natural to our customers. It speaks their language, to-the-point, and always available.”-Heather Simon, Director of Customer Care
The Results: Happier Customers, More Efficient Operations
DT Agent quickly became a core part of 1915 South’s customer service model. Customers embraced the faster, more convenient communication style—and the customer care team regained hours of time each week to focus on high-touch support.
Key outcomes:
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Higher delivery survey response rates
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Fewer missed delivery instructions
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Improved team efficiency without added headcount
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Smarter escalations and faster issue resolution
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Reduced failed deliveries due to better pre-delivery info
“People don’t just expect fast answers—they expect them on their phones, in real time, without friction. That’s what DT Agent gives us.”- Heather Smith, Director of Customer Care
