Integrated operations suite for Air Alliance, a UPS authorized service contractor

• A shared database replaced fragmented department-level systems and repeated manual entry.
• The proposal began with the operating model, not a technology recommendation.
• Five of six modules went live in 2023 and remain in production.
• The system supports more than 300 users across five departments.
• Export, import, freight and every other shipment type are billed from one screen, with rates, discounts, surcharges and tax applied automatically instead of worked out by hand - and a large batch of packages or partner rate data can be loaded straight from a spreadsheet.
• A full billing period's invoices are generated and emailed to every customer in one tracked run, with live progress, rather than being sent out one at a time.
• Customer rate requests, discount agreements and price increases move through the right approvals before they ever reach a customer, instead of taking effect from a phone call or an email.
• Support tickets route to the right desk on their own, and one that sits too long past its deadline triggers an escalation email automatically - aware of business hours and holidays.
• Shipments are tracked automatically against the carrier's own network, and a delivery problem opens a support ticket by itself rather than waiting for the customer to call in.
• Management, marketing and customer-service each get their own live dashboard, on top of a daily performance report sent by email and ready-to-send invoice and tax paperwork.
• Every department only sees its own part of the system, outside systems connect through access-controlled channels, and a full record of who logged in and what changed is kept for review.

How the suite fits together

From the platform