Managed IT and real-time tracking platform for a logistics operator

The company was managing IT across three depots with no dedicated IT staff. When systems failed, operations managers were handling technical problems alongside their core responsibilities. IT downtime during dispatch windows was creating real operational cost — delayed departures, missed SLAs with clients, and staff time lost to workarounds.

Additionally, the company had GPS tracking installed on its entire fleet but was not surfacing this data to clients. Client enquiries about shipment status were handled manually by phone, consuming customer service time and creating a poor client experience relative to larger competitors.

NKompass structured the engagement in two parallel workstreams. The first was a managed IT service covering all three depots: network infrastructure standardisation, device management, security controls, and a defined support SLA with guaranteed response times. This workstream began with a two-week audit and stabilisation phase at each location.

The second workstream was the client tracking portal. NKompass built an integration layer to pull real-time GPS data from the company's existing fleet management system and surface it through a secure, branded client portal. Clients received a login on shipment booking and could track their consignment in real time without contacting customer service.

IT uptime across the three depots moved from an unmeasured baseline — where problems were simply managed reactively — to a sustained 99.2 percent availability in the first quarter under managed service. The operations team's involvement in IT problem resolution effectively ended, freeing management attention for operational priorities.

The tracking portal reduced client status enquiry calls to the customer service team by 40 percent within the first month. Client feedback on the portal was positive, and the company began using it as a competitive differentiator in client acquisition conversations.