Business Workflow Automation Platform
An automation platform for VertexOps that replaced manual dispatch coordination with rule-based routing and exception handling.
Customer: VertexOps (demo)
Read the full case studyVertexOps coordinates field operations across a regional logistics network, historically managed through a mix of phone calls, spreadsheets, and dispatcher judgment. We built a workflow automation platform that formalizes routine routing decisions while keeping dispatchers in control of exceptions.
Challenge
Dispatch decisions depended heavily on individual dispatchers' experience and availability, leading to inconsistent routing and coordination gaps during shift changes or high-volume periods, with no systematic record of why a given decision was made.
Solution
We built a rules-based routing engine that handles standard dispatch decisions automatically based on defined criteria (location, capacity, priority), while flagging genuinely ambiguous cases for dispatcher judgment. Every automated and manual decision is logged with its rationale, creating an audit trail that didn't exist before.
Architecture
A rules engine evaluates incoming jobs against current fleet status and defined routing criteria, assigning routine jobs automatically and queuing exceptions for dispatcher review with relevant context pre-surfaced. The system integrates with VertexOps' existing fleet tracking to maintain real-time status, and every decision — automated or manual — is written to an audit log with the criteria or reasoning behind it.
Key features
Rules-based automatic routing
Standard dispatch decisions are handled automatically based on defined criteria.
Exception queue with context
Ambiguous cases are flagged for dispatchers with relevant context pre-surfaced.
Full decision audit trail
Every routing decision is logged with its rationale.
Real-time fleet status integration
Routing decisions are based on current, not stale, fleet data.
Integrations
Fleet tracking system
Real-time vehicle and capacity status feeds routing decisions.
Dispatcher communication tools
Notifications and assignments delivered through existing channels.
Representative outcomes
More consistent dispatch decisions
Standard cases are routed the same way regardless of which dispatcher is on shift.
Full audit trail
Routing decisions are now traceable, where previously there was no record.
Fewer coordination gaps at shift changes
The system, not an individual dispatcher's memory, carries context forward.
Technologies
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