Customer Success StoryHow WWEX Group put InstaWorkers™ to work across quote-to-BOL and case routing.
- Industry
- 3rd Party Logistics (PE-backed)
- Revenue
- $4.4B
- Regions
- US
- Workstreams
- Quote-to-BOL · Case Routing
- Stack
- Salesforce · SpeedShip · Shiplify
- Deployed
- InstaWorkers™ · InstaBrain™
Reclaiming 447,000 hours a year by automating quote-to-BOL.
WWEX Group is a $4.4B third-party logistics leader. Manual freight quoting slowed operations and contributed to an estimated $8-18M in annual margin leakage. InstaLILY deployed InstaWorkers™ to automate email intake, shipment classification, quoting, and bill of lading creation, resulting in 71% straight-through automation and approximately $2M in new margin-generating capacity.
“Anything related to Bill of Lading (BOL) and quote creation has been gas on the fire. It has allowed us to move fast, and we've got to keep our foot on the gas.”
Josh PluemerVice President of Operations and Integration, WWEXThousands of quote requests. Every one processed by hand.
Quote-to-BOL processing depended on employees manually interpreting unstructured emails and attachments. Every shipment required account matching, freight classification, carrier quoting, and bill of lading creation before work could move forward. The manual workflow slowed response times, increased errors, and contributed to an estimated $8-18M in annual margin leakage.
Quotes in minutes. BOLs in one pass.
InstaWorkers™ automate the entire quote-to-BOL workflow. Every inbound request is parsed, matched to the correct account, validated against customer-specific business rules, quoted across carriers, and converted into a shipment and bill of lading. Every action is logged for a complete audit trail, while exceptions are automatically routed to employees, keeping the workflow moving without sacrificing control.
- 447KHours savedOn an annual basis.
- ~$2MMargin capacityMargin-generating capacity unlocked.
- 71%Cases fully automatedReps focus only on exceptions and edge cases.
Cutting case routing time by 98% with InstaWorkers™.
WWEX Group is a $4.4B third-party logistics provider processing more than 3,000 Salesforce cases each day. Manual case routing consumed roughly 11,000 hours annually and left the operation unable to absorb 60%+ week-over-week volume spikes. InstaLILY deployed InstaWorkers™ to automate case classification, account matching, and routing. Within four months, routing cycle time fell 98% while throughput increased 3.2x.
“[InstaLILY's deployment] has been incredibly impactful and very well received by the Midwest and the East Coast. When we would come in in the mornings, we would have up to 60 cases that were unassigned. With InstaLILY's agents we make sure that all cases are resolved.”
Devon UllrichSr Director of Operations, WWEXThousands of cases. One manual routing decision at a time.
Every inbound case required employees to manually identify the customer, determine the correct routing, and apply account-specific business rules, all under strict SLA pressure. A single case could take up to two hours to triage, unassigned work accumulated overnight, and critical routing knowledge lived with individual reps.
InstaWorkers™ work the queue. Employees handle the exceptions.
InstaLILY deployed InstaBrain™ on top of WWEX's existing systems, capturing company SOPs, account-specific rules, and operational knowledge. Every inbound case is automatically classified, validated, and routed in minutes, while InstaWorkers™ apply customer-specific business rules, generate required documents, and draft responses for human review. Work that once took up to two hours now takes just 11 minutes, with exceptions automatically escalated to employees.
- 98%ReductionIn routing cycle time.
- 3,000+CasesProcessed daily.
- 3.2xFTEThroughput rate.
- 2hr→11minCase resolutionManual triage to resolved.
What's next
These two workstreams were only the beginning. Today, multiple InstaWorkers™ operate on a shared AI layer, automating workflows across WWEX operations and account management while maintaining brand-specific context across every business. As the team puts it: “We've got to keep our foot on the gas.”
