Their teams were spending hours each day juggling spreadsheets, phone calls, and emails. Dispatchers worked around the clock to assign routes, often relying on static data and outdated maps. Meanwhile, customers flooded the support center with routine status checks and delivery change requests.

Key gaps included:

• No real-time tracking or notifications

• Inconsistent driver scheduling
  
  
• Support teams bogged down with repetitive tasks
  
  
• Missed windows, idle time, and growing operational costs
  
  

The goal wasn’t to overhaul everything — just to make everyday work less reactive and more predictable.

Redtag delivered a custom solution built on Salesforce Field Service, Service Cloud, and Agentforce, stitched together to automate the day-to-day and give teams better control.

What we implemented:

• Automated dispatching with Field Service – Drivers now receive dynamic schedules based on live traffic, distance, and priority, all optimized automatically in Salesforce. Dispatchers monitor job status in real time instead of fielding constant check-ins.

• Proactive customer updates – Customers receive text and email alerts as their delivery progresses – with tracking links, ETAs, and instant status changes triggered by driver actions in the mobile app.
  

• Agentforce for customer support – The AI assistant handles common requests – “Where’s my order?”, address changes, delivery confirmations – directly via chat and email, without involving a human agent.
  
  
• Field Service Mobile for drivers – Drivers view their daily route, confirm deliveries, take notes, and upload proof-of-delivery, all from their phones, with data syncing back into Salesforce automatically.