System Contact Center and CRM for logistics - efficient communication in the supply chain

Multichannel, fast service and complete control over contacts in the TSL industry. Thulium integrates communication with drivers, clients, and the warehouse in one panel. Speed up the flow of information and avoid losing orders due to chaos.

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Transport companies

Global and domestic freight forwarding

Courier companies

Logistics operators and warehouses

Distribution centres

Challenges in the TSL industry, where every minute counts

In logistics, a lack of information means financial loss. Overheated phone lines in the dispatch department, hundreds of inquiries, difficulties in quickly contacting drivers on the road, and scattered data between the TMS system and the freight forwarder's inbox. Thulium eliminates communication bottlenecks, ensuring that no notifications, complaints, or new transport orders get lost in the maze of calls.

Advanced hotline with IVR and efficient shipping

In the TSL industry, clients, drivers, and warehouse staff call about completely different matters. Thulium organizes this traffic. Thanks to the advanced IVR, callers can select the topic themselves, e.g., Shipment status, Shipping department, Complaints, and are directed straight to a competent employee. Moreover, the system recognizes the caller's number. If a VIP client or key subcontractor is calling, they will be given priority service without waiting in line.

Operational efficiency in logistics through automation

Thulium is not just a phone. It is a system that automates repetitive tasks, relieving freight forwarders and customer service teams.

Callback and order recovery

In freight forwarding, an unanswered phone call often means a job handed over to the competition. The Thulium system automatically calls back missed numbers or allows ordering a call from the website, increasing the chances of closing the freight.

Notifications SMS and Email

Automatic sending of confirmations, notifications about arrivals or delays directly from the system. Quick information to the driver or client without the need for manual message writing.

One view for multiple branches

For companies with a dispersed structure. Centralising communication allows managing phone traffic across all branches from a single panel, standardising service quality.

Integration of the contact center system with TMS and ERP

Working with multiple windows is a thing of the past. Thulium, thanks to its open API, integrates with your transport software TMS, WMS, or ERP. When a client calls, the dispatcher sees not only the number but also immediately:

The status of their latest orders.
Payment history and any outstanding debts.
Assigned rates and the sales representative. This saves time on every call and creates a professional image in the eyes of the client.

Integration of the contact center system with TMS and ERP

Order in documentation supports logistics

Lost emails with transport documents or complaints are a common problem. The built-in ticketing system in Thulium turns every email into an organised task. All agreements, call recordings, scans of waybills, and photos of damages are in one place - in the client's history. This makes handling complaints or disputes faster, and you have a complete basis for every decision.

AI in logistics - save time and work more efficiently

Leverage artificial intelligence to relieve employees from the simplest queries.

Meeting transcription - the system automatically converts recordings of conversations with drivers and clients into text. You can easily search for key phrases, such as rate, deadline, and conditions in the history, which is invaluable for verifying verbal agreements.
Sentiment analysis - detect frustrated customers before they decide to cancel. AI will tag conversations with a negative tone, allowing for a quick response from the manager.
AI conversation translation facilitates communication in global logistics and freight markets.

System presentation Zobacz video

Why does the logistics industry choose Thulium?

20 years of experience in servicing companies operating in a rapidly changing market
1800 clients from various sectors, including transport and logistics operators
Multichannel platform for managing all communication traffic
Rich analytics and real-time dashboards
Stable, scalable architecture

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AQ - Frequently Asked Questions about CRM for Logistics and Freight Forwarding

What is a CRM system for transport and freight forwarding companies?

It is software that integrates customer relationship management and communication in a logistics company. Thulium, as a CRM for logistics, combines the functions of phone, email, and database, gathering order history, call recordings, and arrangements with contractors in one place.

Does Thulium integrate with TMS (Transport Management System) systems?

Yes, Thulium has an open API that allows integration with popular TMS systems, transport exchanges, and ERP software. This allows data on loads and statuses to be displayed directly in the customer service panel.

How does the helpline for courier companies work in Thulium?

The system uses advanced IVR (Interactive Voice Response) for initial segregation of inquiries (e.g., package shipment vs. complaint) and enables routing, which streamlines the work of consultants.

Does the software support omnichannel communication?

Yes. Thulium is an omnichannel platform, which means that in one system you can handle phone calls, emails, website chats, and SMS messages. This is key for the quick flow of information between the office, driver, and customer.

What are the benefits of call recording in the TSL industry?

Call recording is a safeguard for the freight forwarding company. It allows verification of verbal agreements on rates or transport conditions in case of disputes or complaints. Thulium archives 100% of calls with the possibility of easy playback.

How does the system improve dispatcher communication with drivers on the road?

Thulium enables the identification of driver numbers and prioritization of their calls in the queue (VIP routing). Additionally, the dispatcher can send automatic SMS notifications with order details (address, ref number) directly from the call card, which eliminates errors when dictating data.

How does Thulium support the handling of peak parcel seasons (e.g., Black Friday, Holidays)?

The system is scalable and cloud-based. It offers a callback function for missed calls, which helps to "smooth out" traffic peaks. It is also possible to quickly enable Voicebots, which automatically handle thousands of inquiries about parcel status, without blocking lines for urgent matters.

Does the system allow freight forwarders to work remotely?

Yes, Thulium is available via a web browser (SaaS). A freight forwarder can log in from any location, having access to the same database, contact history, and telephone (VoIP) as in the office. Managers have a constant view of the activity of the remote team.

What is the process for handling a transport complaint in the system?

A submission (by email or phone) creates a unique ticket in the system. A category, priority, and responsible person can be assigned to it. All correspondence, attachments (photos of damage), and internal notes are assigned to this thread, ensuring continuity of information even when the case is taken over by another employee.

How can a logistics manager monitor the efficiency of the service department?

Thulium offers real-time dashboards and advanced reports. The manager can see, among other things, the average call waiting time, the number of issues closed on first contact (FCR), the load on individual lines (e.g., Complaints vs. Dispatch), and the efficiency of individual employees.