CEDX
Logistics · Canada
Atlas Cold Logistics
Atlas put field jobs, parts, and contact-center voice on one desk record across three provinces.
3 provinces · cold-chain fleet
- Industry
- Logistics
- Region
- Canada
- Footprint
- 3 provinces · cold-chain fleet
- Products live
- Desk, Field, Voice, Monitoring, Inventory
- Primary metric
- −42% missed SLAs
- Scenario type
- Illustrative reference
Executive summary
At a glance
- Cold-chain logistics across three provinces with radio dispatch and paper jobs.
- Pilot: one province Field + Desk + Voice.
- Target: fewer missed SLAs; one ticket from intake to truck.
Breach risk is visible before the customer feels it. That changed how we staff the queue.
The challenge
What was broken
Dispatchers and techs used radios and paper. Customers called a different number than the portal.
Parts were “probably on the truck.” SLA breaches showed up as angry emails, not wallboard risk.
Night shift inherited mystery jobs with incomplete notes.
Stack change
Before and after
What the team stopped using - and what runs on CEDX.
Before
- Radio dispatch
- Paper job sheets
- Separate phone system
- Parts “probably on truck”
After on CEDX
- Desk + Field + Voice + Monitoring + Inventory
- Rugged tablet jobs
- SLA wallboard
- Parts on the job record
The change
What CEDX replaced
Field jobs, parts bins, and voice share one Desk record. Monitoring flags SLA risk on the wallboard.
Techs get job, map, and parts list on a rugged tablet in the van.
Voice CTI attaches the call to the same ticket the portal opened.
Outcomes
What changed on the floor
Results used as pilot targets - the shape of success, not vanity dashboards.
- Missed SLAs dropped 42% in two quarters.
- Customers get one thread from intake to truck roll.
- Night handoff is a queue, not a stack of sticky notes.
Team impact
Who feels the change
Dispatcher
Assigns jobs with parts and skills visible.
Field tech
Job, map, and parts list on one tablet.
Support lead
Breach risk before the customer calls again.
Why an estate
Why not another point tool
One customer graph
Sales, service, and finance stop arguing about whose record is authoritative.
One login
Operators do not maintain six passwords and six partial truths.
Live product demos
What you evaluate on the website is the build you implement.
Wave-ready architecture
Start with one motion; add products without a second platform.
Rollout
How they got live
Typical shape - your pilot may compress or expand by product footprint.
Month 1
Desk + Voice
Contact center on one queue.
Month 2
Field pilot
One province with tablet jobs.
Month 3
Parts + Monitoring
Inventory on job plus SLA wallboard.
Month 4+
All provinces
Partner hypercare, then BAU.
Risks
What this design avoids
- Shadow spreadsheets reappear when systems disagree — the estate is designed so the live number is the board number.
- Tool sprawl after the pilot — success criteria and hypercare keep the team on one stack.
- Training debt — enablement uses the live product, not a parallel slide deck of screenshots.
Your next 90 days
Playbook you can copy
Same skeleton Harbor, Northline, and Atlas-shaped programs use.
Days 1–14
Estate map
Sponsor, operators, systems list, retire list, pilot metrics.
Days 15–45
Pilot live
One pod or region on production-shaped config.
Days 46–75
Expand wave
Second region or adjacent product family.
Days 76–90
Hypercare exit
Metrics review, owner map, BAU support path.
In the room
Software that respects the people running it
Atlas Cold Logistics runs day-to-day work in CEDX - the same apps you can open from every product page.
FAQ
About this scenario
Is this a named public case study?
It is an illustrative composite on live demo tenants. Named case studies publish with customer approval.
Can we pilot the same products?
Yes. Products in this scenario: Desk, Field, Voice, Monitoring, Inventory.
Who implements?
CEDX, a consulting partner, or both - decided in the estate map.
Architecture notes
What sits under the pilot
Identity
One login for operators in scope. Entitlements follow the product graph.
Data
Customer graph ownership is written in the estate map before imports.
Integrations
Prefer estate events and first-party connectors over brittle nightly CSV.
Commercial shape
How programs are usually bought
Pilot SKU
Products in the first motion, seats for the pod, success metrics, hypercare window.
Expansion
Wave-two products and regions after metrics clear - written in the original map when possible.
Related scenarios
More operators on the estate
Harbor Retail Group
Harbor put POS, CRM, inventory, and desk on one login so store close and support share the same customer.
B2B servicesNorthline Systems
Northline collapsed six tools into one estate so new reps quote, sign, and bill on the same customer graph.
Food & beverageCedar Foods
Cedar connected campaigns to CRM to orders so marketing and ops stop arguing about whose number is real.
Map a logistics program like Atlas Cold Logistics
Thirty minutes. Products, retire list, and pilot metrics - before anyone configures.