How Northwind Logistics cut manual ops work by 74%

The challenge

Every morning, six people at Northwind Logistics spent two hours matching shipment updates across four systems. The process had grown one exception at a time, and only the longest-serving team members knew how it really worked.

“The work was never hard,” says Elena Vasquez, VP Operations at Northwind Logistics. “It was just relentless, and the moment one person was out, everything slowed down.”

The approach

Northwind connected its shipping, CRM, and finance tools to Lumora and described the morning check in plain English. The first agent was tested on real data the same afternoon and went live the next day.

The team started with the single most repetitive step, proved it worked, and added new agents over the following weeks. Anything unclear was routed to a person, which made the rollout easy to approve internally.

The results

In the first month, Northwind saw 74% less manual ops work, issues reaching the right person in 20 minutes instead of hours, and zero missed SLA penalties. Most importantly, the process no longer depends on one person remembering it.

“Every action Lumora takes is logged and easy to review. That’s what got it through our security review in a week.”

Today, Northwind runs agents across operations, finance, and customer communication, all visible on one dashboard and fully auditable.