Logistics · Canada
Atlas put field jobs, parts, and contact-center voice on one desk record across three provinces.
3 provinces · cold-chain fleet
Executive summary
Breach risk is visible before the customer feels it. That changed how we staff the queue.
The challenge
Dispatchers and techs used radios and paper. Customers called a different number than the portal.
Parts were “probably on the truck.” SLA breaches showed up as angry emails, not wallboard risk.
Night shift inherited mystery jobs with incomplete notes.
Stack change
What the team stopped using - and what runs on CEDX.
The change
Field jobs, parts bins, and voice share one Desk record. Monitoring flags SLA risk on the wallboard.
Techs get job, map, and parts list on a rugged tablet in the van.
Voice CTI attaches the call to the same ticket the portal opened.
Outcomes
Results used as pilot targets - the shape of success, not vanity dashboards.
Team impact
Assigns jobs with parts and skills visible.
Job, map, and parts list on one tablet.
Breach risk before the customer calls again.
Why an estate
Sales, service, and finance stop arguing about whose record is authoritative.
Operators do not maintain six passwords and six partial truths.
What you evaluate on the website is the build you implement.
Start with one motion; add products without a second platform.
Rollout
Typical shape - your pilot may compress or expand by product footprint.
Desk + Voice
Contact center on one queue.
Field pilot
One province with tablet jobs.
Parts + Monitoring
Inventory on job plus SLA wallboard.
All provinces
Partner hypercare, then BAU.
Risks
Your next 90 days
Same skeleton Harbor, Northline, and Atlas-shaped programs use.
Estate map
Sponsor, operators, systems list, retire list, pilot metrics.
Pilot live
One pod or region on production-shaped config.
Expand wave
Second region or adjacent product family.
Hypercare exit
Metrics review, owner map, BAU support path.
In the room
Atlas Cold Logistics runs day-to-day work in CEDX - the same apps you can open from every product page.
FAQ
It is an illustrative composite on live demo tenants. Named case studies publish with customer approval.
Yes. Products in this scenario: Desk, Field, Voice, Monitoring, Inventory.
CEDX, a consulting partner, or both - decided in the estate map.
Architecture notes
One login for operators in scope. Entitlements follow the product graph.
Customer graph ownership is written in the estate map before imports.
Prefer estate events and first-party connectors over brittle nightly CSV.
Commercial shape
Products in the first motion, seats for the pod, success metrics, hypercare window.
Wave-two products and regions after metrics clear - written in the original map when possible.
Related scenarios
Harbor put POS, CRM, inventory, and desk on one login so store close and support share the same customer.
B2B servicesNorthline collapsed six tools into one estate so new reps quote, sign, and bill on the same customer graph.
Food & beverageCedar connected campaigns to CRM to orders so marketing and ops stop arguing about whose number is real.
Thirty minutes. Products, retire list, and pilot metrics - before anyone configures.
