Pace Logistics is a Manchester-based transport, warehousing, haulage, and pallet distribution business covering the UK and Europe. Its services include pallet network distribution, online job booking, online proof of delivery, warehousing, same day delivery, and customer service workflows.
We helped Pace Logistics look at the operational drag around logistics delivery: booking intake, job data quality, dispatch coordination, proof of delivery handling, customer updates, and exception management. The goal was to increase transport and service capacity without every increase in job volume creating the same increase in manual administration.
The problem
Logistics businesses run on fast, accurate operational information. A booking error, missing delivery note, late POD, unclear address, failed collection, or customer query can quickly create manual work for dispatch, warehouse, drivers, and customer service teams.
At scale, the bottleneck is not only moving pallets. It is the coordination around each movement: checking job details, validating customer requests, updating delivery status, chasing documents, routing exceptions, and answering repeated customer questions.
Pace Logistics needed a way to reduce repeated manual handling around transport operations while keeping the responsiveness and service quality customers expect from a logistics partner.
What we changed
AI-assisted booking intake: We used AI and automation to structure incoming job details, identify missing information, flag unusual requests, and reduce the manual checks needed before a booking can move into dispatch.
Delivery exception automation: We created workflows to surface failed collections, address issues, service delays, damaged goods signals, and missing information earlier, so teams can focus on resolving exceptions rather than discovering them manually.
Proof of delivery workflows: We automated parts of the POD handling process, helping delivery evidence move into the right customer and job records with less manual chasing, matching, and filing.
Dispatch and warehouse visibility: We created operational views that show job status, queue pressure, outstanding documents, exceptions, and customer update needs so teams can act from live signals instead of scattered calls, inboxes, and spreadsheets.
Customer service automation: We added structured response and update workflows for repeated customer questions around booking status, delivery progress, POD availability, and exception updates, keeping human attention focused on the cases that need judgement.
What this unlocked
Estimated 35% to 55% less manual booking admin: AI-assisted intake and validation reduce the time spent checking routine job details, chasing missing information, and preparing bookings for dispatch.
Estimated 45% to 65% faster exception identification: Automated exception workflows surface issues earlier, reducing the time teams spend finding problems across calls, emails, delivery notes, and system updates.
Estimated 50% to 70% less manual POD chasing on covered jobs: Automated POD workflows reduce repeated document matching, filing, and customer follow-up around delivery evidence.
Estimated 25% to 40% more jobs handled per operations coordinator: Better intake, visibility, and exception routing allow coordinators to manage more transport activity without the same increase in manual admin.
More responsive customer service without adding equivalent overhead: Customers get clearer updates around booking, delivery, PODs, and exceptions while the team spends less time answering repeated status questions manually.
Why this matters
In logistics, margin is often lost in the coordination around the job rather than the job itself. Every manual check, missing document, repeated update, and late exception adds cost to work that should move quickly.
Pace Logistics shows how AI and automation can improve a physical operations business without replacing the people who run it. The systems reduce the repeated admin around bookings, deliveries, documents, and customer updates so the team can focus on service, exceptions, and capacity.
That is where automation creates commercial leverage: more transport activity, clearer service, faster exception handling, and less operational drag as volume grows.