When a critical issue emerges in a digital freight platformâsuch as a missed pickup, incorrect tracking data, or communication failuresâescalation handling kicks in: it identifies the disruption automatically or manually, assesses its impact on shipments and services, and routes it to specialized teams (customer support, dispatch, IT).
Source: https://www.inboundlogistics.com/cms/article/escalation-management-in-supply-chain/
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