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Context
Catalyst is an Amazon Delivery Service Partner managing a fleet of drivers, vehicles, and daily route assignments. Their operational coordination relied heavily on manual communications: shift confirmations via text, route assignments in a spreadsheet, and incident logging through email.
The challenge
As the operation scaled, the manual coordination model became a bottleneck. Dispatchers were spending time answering individual driver questions that could have been handled systematically, and incident documentation was inconsistent — making it difficult to track patterns or meet Amazon’s reporting requirements.
Our approach
ITES built a lightweight internal operations tool purpose-designed for the DSP workflow: a structured shift and route management interface for dispatchers, a driver-facing status and confirmation flow, and an incident logging module with structured fields and audit history. The tool was integrated with their existing scheduling inputs and built to run on mobile and desktop.
What the team experienced
Dispatchers described the shift from ad hoc coordination to a structured system as “like finally having an ops platform that was built for how we actually work.” Incident documentation became consistent and reportable, and the team was able to onboard new drivers with a clearer, more repeatable process.
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