Challenge
Dispatchers ran the business from email, WhatsApp, and three vendor portals. Exceptions were found late. Customers were promised ETAs that no single system could defend. Leadership wanted a control tower; operations needed it to work with the tools partners already had.
Approach
- 01
Ingested partner events through adapters rather than forcing a single portal on the network.
- 02
Built a live shipment timeline with exception rules the ops team could edit.
- 03
Gave customers a status page that only shows what Harborlog can actually stand behind.
- 04
Instrumented the tower so missed events and stale ETAs are visible to engineering.
Outcome
Dispatchers work from one board. Customers get fewer, more accurate updates. Partner onboarding no longer waits on a custom integration project every time.