LATAM logistics · 3x volume, same team
Drowning in tracking calls, lapped by digital-native competitors.
Customer service handled 18,000 tracking calls per month. Onboarding a new carrier took 4 months of integration work. A ransomware attempt on a peer in 2024 forced the board to demand SOC coverage they did not have.
Each shipment touched 7 systems before reaching the customer. Each system had its own login, its own API quirks, its own SLA.
Branded Experience Cloud portal
Self-service shipment tracking, document repository, claims management and Einstein-powered chat. Whitelabeled for 12 enterprise shippers, with co-branded URLs and custom workflows.
MuleSoft carrier integration hub
Centralized integration of EDI, REST API and email-parsed carrier data into a normalized schema. New carrier onboarding dropped from 4 months to 4 weeks.
24/7 Inithex SOC + SIEM tuning
Coverage of TMS, WMS, customs platforms and telematics. Custom playbooks for logistics-specific attack patterns. Blocked 2 ransomware staging attempts in the first quarter.
Salesforce Service Cloud for the contact center
Unified ticketing across the portal, email, WhatsApp and inbound calls. AI-powered case routing reduced first-response time by 70%.
“The portal was the visible part. The MuleSoft hub and the SOC were what made it sustainable. Inithex thought about all three at once.”