Three enterprises.
Real outcomes. Verified results.

Operating at national scale, this company faced the problem most enterprise distributors do: the last mile was managed in fragments. Each market ran its own carriers, billing relationships, and escalation process. Branch managers had limited visibility into other locations, and corporate had no consolidated view at all.

SLA adherence sat at 82% and CSAT at 72. Delivery exceptions were frequent, hard to track, and expensive to resolve, and setting up delivery in each new market took 3 to 4 weeks.

The partnership started with a single pilot market. DispatchOne was configured with distinct workflows for trades and residential customers: different SLAs, vehicle requirements, and handling rules per order type. DispatchOne connected directly to the company's existing order system, so orders flowed through automatically and branch staff no longer keyed them in by hand.

Weekly consolidated billing replaced the patchwork of carrier invoices, and real-time dashboards gave operations SLA tracking, exception reporting, and completion rates at branch and corporate level at once. Once the pilot proved out, each new market onboarded in roughly two weeks on the same playbook.

For years, the professional delivery channel ran through a patchwork of regional carriers with inconsistent SLA tracking and manual AR management. Order exceptions were hard to catch, with drivers occasionally marking orders picked up before product was ready, creating fulfillment gaps invisible until customers called.

Meanwhile, a newly launched DIY program was gaining traction on the same fragile infrastructure. Seasonal spikes in spring and summer pressured acceptance rates, and there was no way to scale both channels efficiently on the existing model.

DispatchOne was deployed across both channels with distinct routing and SLA rules per program. An integration connecting SPS Commerce and the Tracks platform automated billing submission, eliminating the weekly manual AR process and moving to a one-to-one invoice model that streamlined reconciliation across thousands of locations.

The Dispatch operations team assumes automatic order ownership at driver pickup, closing the exception blind spot behind those fulfillment gaps. A weekly performance tracker keeps the partnership aligned on volume trends, driver incentives, and market-level SLA performance ahead of seasonal peaks.