A damaged parcel claim, a delay on a cross-border route, a question about where a shipment is — all in one queue with a deadline on each. The customer gets the status without writing five emails.
Built for courier firms, freight forwarders, transport operators and e-commerce businesses running their own logistics.
Transport and logistics has three problems of its own: tracking jobs, handling claims and staying in touch with drivers. Each needs a different workflow.
A parcel is damaged, lost or late. The customer files a claim and the company has to check it, gather documents and either pay out or refuse — inside the statutory thirty days.
What Debesis does about it:
Customers asking where their parcel is make up a large part of a courier's contact volume. Most of those questions are already answered by the tracking data — the customer just needs pointing at it.
What Debesis does about it:
A forwarder has fifty trucks running Poland-Germany-France. Drivers report delays, border problems and breakdowns; the dispatcher has to react while the customer waits for the goods.
What Debesis does about it:
A ticketing system for logistics turns the stream of claims, status questions, delivery problems and driver reports into an ordered queue with deadlines, named owners and reporting behind it. What makes the industry particular is that almost every case concerns one specific shipment or route.
In a courier company a large share of all contact is simply people asking where their parcel is, and most of that can be answered automatically: the system reads the tracking data and replies in full. Agents are then left with the real problems — losses, damage and claims.
In a freight forwarder the system joins the customer's side — email and phone — to the driver's side, the mobile app and GPS. The dispatcher sees jobs in transit, driver reports, customer questions and claims in one panel, instead of ringing round to find out who is carrying which pallet.
Questions from customer service directors at courier, forwarding and transport companies.
InPost and DPD have ready-made integrations; DHL and other carriers connect through their APIs. When a customer asks about a shipment, the system checks the tracking and answers without an agent being involved.
A claim runs its own four-stage workflow: submission, verification against photos and documents, damage assessment, then a decision to pay or refuse. Each stage has a deadline and the system keeps the whole case inside the statutory thirty days. The customer is notified at every step, and there is a full audit log behind it.
Yes. There is a mobile app for staff: a driver can report a problem with a photo, location and description, mark a delivery as complete and capture a signed proof of delivery. The dispatcher sees it as it happens, and the app works offline and syncs once there is signal again.
The architecture scales horizontally and the queueing engine is built to absorb peaks such as Black Friday. Automatic replies and routing also mean that only a fraction of incoming contact ever reaches an agent. We size the deployment for your volume before it goes live.
Yes. The customer's language is detected and the reply goes out in it — Polish, English, German or Ukrainian — with translated response templates and AI translation for less common languages. That matters for forwarders running international routes.
You set a rule: once the ETA slips by more than two hours, the customer is emailed or texted a new ETA and the reason, if the driver gave one. The dispatcher sees the delayed jobs prioritised automatically, and the monthly report shows on-time delivery per client — useful when contracts come up for renewal.