Case study · Early wins

Client OperationsCommand Centre

The Client Operations Command Centre is one portal where an Australian freight and logistics operator invites new clients, collects signed credit applications, records every credit decision, controls staff access and schedules client reports.

steps in the online credit application: 9steps in the online credit application
sections, granted per person: 10sections, granted per person
reports per client, on a schedule: 2reports per client, on a schedule

Everything in one view

What is moving, and what needs a person today? Freight reads the staging feed.

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Command Centre · Overview

Command Centre · Onboarding & Credit

Command Centre · Shipments

What the client said

It is looking fantastic.

Client feedbackProject sponsor, on the first prototype

That’s great. Should we give admin access to all the people who get new clients then for them to invite clients?

Client feedbackProject sponsor, replying to the news that onboarding was live

It’s all coming together. You have done a fantastic job.

Client feedbackExecutive, at the live demo to the wider team

01The mess before

Onboarding ran on paper, email and chat

New clients got a PDF credit form. They printed it, signed it and emailed it back.

Documents arrived in pieces. Approvals happened by reply.

Nobody could see who was waiting on whom.

Client reports were rebuilt by hand, one client at a time.

PDF credit forms

Email back and forth

02What it replaced

Every workaround now has one home

The team kept the freight system they run. We replaced the gaps around it.

Before: A PDF, a printer and an inbox

Now: One link to a nine-step online application

Before: Signatures chased by email

Now: The applicant and each guarantor sign online, from their own link

Before: Documents spread across email and chat

Now: Every file in the operator's own SharePoint, with an audit trail

Before: Approvals by reply

Now: A named person records every credit decision

Before: Nobody sure who was waiting on whom

Now: One queue showing where every application is up to

Before: Reports rebuilt by hand, client by client

03Early wins

Three wins, already in use

Not a big-bang rebuild. The first wins landed where the team lost the most time.

Onboarding goes digital

The team needed new clients set up without a PDF. We built the invite and the application into one link.

COD or credit, decided before the link goes out
Emailed, or copied straight into chat
Nine steps that save as they go

Invite in one step

Who are we inviting, on what terms, and is a guarantee needed?

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Command Centre · invite a client to apply

Command Centre · invitation sent

Client application · step 2 of 9

Signatures, without the chasing

Chasing signatures was the slowest part. Now the applicant signs on the page, and each guarantor signs from their own link.

Drawn or uploaded, with the terms version recorded
Guarantors see only their part

04Early win 4 · Reporting

Reports move from manual to scheduled

The team built two client reports by hand. We made both generate per client, matching their own file cell for cell, on each client's own schedule.

Check the report before it goes

What will the client actually receive?

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Command Centre · Reporting · report preview

Command Centre · Reporting

Command Centre · Reporting · client profile

Client portal · Reports, in staff preview

Two reports, per client: The weekly shipment report and the order status summary, built for each client from the freight feed.
What changed, marked: New shipments in blue. Changed values in green, against the last report that client received.
On the client's own clock: Each client is sent on their own day and time, once per period.
Internal until go-live: Reports go to internal inboxes until each client's recipients are confirmed and the freight feed moves to production.

What needs a person today

05On the record

Every decision has a name. Every step leaves a trace.

The platform routes and records. People decide.

One credit application. Tags read Credit, Awaiting guarantee and Awaiting review. A Routine Finance path panel says it is a routing recommendation only and that a named person records every decision. The credit pathway shows a credit account requested, a director guarantee provided with a licence copy attached, and financial statements not required. A Record decision panel beside it has Approve and Decline, the account type, limit and credit days, and a warning that the application cannot be approved until the guarantor signs. — A person records the decisionRouting can recommend a path. Only a named person approves, and not before the guarantee is signed.

The lower half of an application record. Context and review notes hold an internal comment from the person who sent the invite, with a box to add another. Documents lists the credit account application, a director's licence and the guarantor's licence as uploaded, with financial statements not required. An audit timeline on the right records a correction, the routing to the Accounts queue, the terms being accepted and the application being submitted. — The whole record, in one placeNotes, documents and an audit timeline, on the same page as the application.

06Why it matters

Less chasing. More control.

New clients start faster

A link replaces the PDF, the printer and the inbox. Accounts have already sent a real client theirs.

Nothing waits in an inbox

Signatures, documents and decisions sit on one record, with an audit trail.

Every team sees its part

When the sponsor asked for managers, sales and executives to get in, they got their own sign-ins.

What is live, and what comes next

These are early wins, not the finished system. Here is exactly where each part stands.

In use today

Digital credit onboarding, from invite to a nine-step application. Accounts have sent their first real client invitation from it.

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