Enhancing Customer Experience with VoIP: How MONODCS Bridges the Gap Between Dispatchers and CSR

Introduction In the world of last mile delivery, communication can make or break the customer experience. Timely updates, quick support, and efficient coordination between dispatch teams and customer service are essential. That’s why MONODCS integrates VoIP technology directly into its TrackOps platform to create seamless communication between dispatchers, Customer Service Representatives (CSRs), and the end customer.

The Delivery Communication Challenge For many last mile carriers, the process ends after dispatch. Orders go out, but if delays or issues arise, the lack of real-time support creates frustration for both customers and logistics teams. Traditional phone systems can’t keep up with volume, routing needs, or modern expectations for smart, connected service.

The Role of DispatchTrack Most dispatch teams using MONODCS rely on external Transportation Management Systems (TMS) such as DispatchTrack to manage routing and scheduling. Once a delivery is confirmed and dispatched, DispatchTrack sends notifications (via SMS or email) directly to the end customer. These notifications include delivery details, time windows, and instructions.

If the customer confirms the delivery, no further action is needed. However, if clarification or change is required, the customer can press 2 or select the “Contact Support” option to be connected directly to the CSR department.

Enter VoIP: Smart Voice for Smarter Logistics With VoIP (Voice over Internet Protocol), MONODCS turns every call into a traceable, manageable touchpoint. Our solution, powered by Cloudli, connects the dots between operational triggers (like a dispatched order) and responsive customer support.

Each region and city is configured with a local phone number through Cloudli. These local numbers route to a centralized CSR team that serves all regions and provinces across Canada. For example, a customer in Vancouver, BC, is automatically routed to a Vancouver-based number, but the call is handled by a central CSR department trained to support customers from any location efficiently and consistently.

Here’s how it works:

1. Delivery Notification Sent: Once an order is dispatched via DispatchTrack, the customer receives an automated notification (SMS/email) with a delivery window.
2. VoIP Routing Engaged: If the customer presses 2 or calls for support, the call is routed through Cloudli VoIP to the appropriate regional CSR department, using city-specific numbers.
3. CSR Response with Context: The CSR sees the caller’s delivery status, tracking info from DispatchTrack, and any exceptions or notes. This enables a fast, informed conversation.
4. Call Logs Synced: Every call is logged, timestamped, and connected to the order record in TrackOps for quality assurance, training, and dispute resolution.

Advanced Features for Modern Support

• Local Number Configuration: Each city has its own VoIP number for personalized, location-based customer experience.
• Call Queueing & Distribution: Incoming calls are smartly queued and directed to available CSRs based on region, retailer, or service type.
• Voicemail-to-Email: Missed calls create automatic emails to ensure no customer is left behind.
• Click-to-Call in TrackOps: CSRs can contact customers directly from within the platform.
• Wireless Headset Support: Warehouse and CSR teams remain mobile and connected.

Why This Matters

• Faster Issue Resolution: CSRs don’t have to ask for delivery details—they see them instantly.
• Reduced Repeat Calls: Clear, contextual conversations mean fewer callbacks.
• Improved Satisfaction: Customers feel heard and supported during critical delivery moments.
• Localized Support: Customers are routed to teams that understand their local context.
• Unified Communications: One system manages voice, data, and delivery status in real time.

Case in Point A delivery partner in Ontario integrated MONODCS VoIP with their DispatchTrack-powered process. Within one month:

• First call resolution rate increased by 40%
• Missed calls dropped by 60%
• Customer satisfaction scores rose by 18%

Conclusion Great logistics isn’t just about getting the package there—it’s about getting communication right every step of the way. With VoIP deeply embedded into MONODCS’ TrackOps workflow and integrated with DispatchTrack notifications, delivery updates become conversations, and support becomes proactive.

Ready to make every delivery a connected experience? Contact MONODCS to learn how our VoIP-powered TrackOps can transform your customer interactions.