CMD 24/7 Command Centre
One live view of every shipment, and fewer surprises.
Our control tower at Pulau Indah watches air, sea, road and warehouse milestones on one timeline. When something slips, a controller is on it within 15 minutes and you hear from us within 30.
Staffed 24/7/365Exception call < 30 minAPI · EDI · webhooks
01 What the command centre does
Watches the whole chain so your team doesn't have to.
Controllers work in three shifts from Pulau Indah, with every carrier, terminal, customs and warehouse feed on one screen.
- VIS
Visibility across every mode
Air, sea, road and warehouse milestones on one timeline, from booking to signed proof of delivery.
- EXC
Proactive exception management
Rules flag a slipping ETA, a missed cut-off or a temperature alarm before it becomes a late delivery.
- CUS
Customs status
Declarations lodged, assessed, paid and released, shown right next to the freight milestones.
- CPF
Carrier performance
Schedule reliability, dwell time and claims by carrier and lane, reviewed with you every month.
02 How an exception is handled
From alarm to answer in under an hour.
A real pattern from a demo incident: a reefer container warming up at Penang port. Every step is timestamped in the shipment log you can see.
Reefer above set pointLNT-2610-49820 · PEN → MAA · 1 × 40′ reefer · priority 2
T+0 min
Detected
A rule fires: the reefer reads 9 °C against a 4 °C set point. The alert lands in the shift lead's queue.
T+4 min
Triaged
A controller confirms the reading with the terminal feed, rates it priority 2 and opens an incident.
T+11 min
Customer alerted
Your named contact gets a WhatsApp with the facts, the risk to the cargo and what we are doing about it.
T+38 min
Resolved
The terminal re-plugs the unit and it is back at 4 °C. The log and root cause are added to the shipment.
Demo incident. Times vary with the problem; the 15-minute acknowledgement and 30-minute customer contact are the service levels.
03 Service levels
Promises with a stopwatch on them.
These are the defaults on every SLA sheet. Your coordinator tunes them to your lanes; the figures here are demo values.
- Exception acknowledged
- 15min
- Every alert, day or night
- You hear from us
- 30min
- Call or WhatsApp with facts and a plan
- Milestone updates
- 2hours
- At every milestone, by WhatsApp or email
- Staffed
- 24/7365 days
- Three shifts at Pulau Indah
Escalation ladder
- ETA moves by more than 6 hours: a phone call, not just an email
- Cut-off at risk: rebooking options before the cut-off passes
- Customs query or hold: the customs desk on it within 1 hour
- Temperature or security alarm: terminal or driver contacted within 15 minutes
- Not resolved after 4 hours: escalated to the duty manager
- Every incident: root cause and fix in your weekly KPI pack
04 Integrations
Events in your systems, not in someone's inbox.
Pick the channel each team needs. Most customers start with webhooks into their ERP or WMS and are live within two weeks.
- JSON
REST API
Shipments, milestones, documents and invoices as JSON. A sandbox key is issued on day one.
- Signed
Webhooks
Events pushed the moment they happen: milestones, exceptions and customs status.
- EDI
EDI & SFTP
EDIFACT (IFTSTA, IFTMIN) and X12 (214, 315) for systems that prefer files.
- 24/7
Email & WhatsApp alerts
Set per contact and per alert type, written in plain language with the next step.
- ERP
ERP & WMS
SAP, NetSuite, Dynamics or your own system, connected through the API or EDI.
// shipment.exception.opened · demo payload { "event": "shipment.exception.opened", "id": "evt_2610_8f3a91", "occurred_at": "2026-10-24T14:31:08+08:00", "shipment": { "reference": "LNT-2610-51177", "mode": "sea_fcl", "lane": "SIN-HKG", "container": "LNTU 517702 7" }, "exception": { "type": "eta_delay", "severity": 2, "delay_hours": 7, "reason": "Berth congestion at Singapore", "customer_alerted": true }, "next_update_by": "2026-10-24T16:31:08+08:00" }
Every webhook is signed with an HMAC header and retried for 24 hours. Field names in this template are illustrative.
05 Reporting
A KPI pack every Monday, before your meeting.
One PDF and a live link, built from the same data the controllers use. No spreadsheets to merge.
- On-time milestones by mode, lane and carrier
- Every exception with its root cause and time to resolve
- Customs release times and any held shipments
- Port dwell, demurrage risk and free-time alerts
- Warehouse dock-to-stock and order cycle time
| Week | On time |
|---|---|
| W35 | 97.4% |
| W36 | 98.1% |
| W37 | 96.2% |
| W38 | 98.8% |
| W39 | 99.0% |
| W40 | 98.3% |
| W41 | 98.9% |
| W42 | 98.6% |
- Exceptions per 100 shipments
- 3.1
- Median customs release
- 4.2 h
- Avg. port dwell, Port Klang
- 2.9 d
06 Case example · demo
Fewer late deliveries for a Penang electronics maker.
An E&E manufacturer in Bayan Lepas ships about 300 air and sea consignments a month to customers in Asia and Europe. Their planners heard about delays from customers, often a day late.
We connected their ERP by webhook, set alert rules per lane and moved exception calls to our 24/7 desk. Six months later, most problems were fixed before anyone downstream noticed.
“We stopped finding out about delays from our customers. Now the command centre calls us first, with a plan.”
Six months, before → after · demo figures
- Late deliveries
Before: 7.8%after: 2.1%- Delays first reported by their customers
Before: 41%after: 6%- Time to alert the planner
Before: 3 h 10 minafter: 19 min- Air upgrades to rescue late sea freight
Before: 14 / qtrafter: 3 / qtr
A team and a system that watch every shipment in one place. Our controllers see air, sea, road, customs and warehouse milestones on one timeline, spot problems early and act on them before they reach your customer.
Every booking we handle by air, sea and road, plus stock in our warehouses. Shipments moved by other forwarders can be added if they share milestone data with us by API, EDI or email.
We acknowledge every exception within 15 minutes and contact you within 30 minutes with the facts and a plan. If an ETA moves by more than six hours, you get a phone call, not just an email. These are demo service levels; your SLA sheet sets the real ones.
Yes. We offer a REST API, webhooks, EDI (EDIFACT and X12) and SFTP files. Most customers start with webhooks into their ERP or WMS and go live within two weeks, using a sandbox key issued on day one.
By WhatsApp, email, webhook or phone, set per contact and per alert type. For example, customs holds can go to your trade team and ETA changes to your planners.
Yes. It runs 24 hours a day, 365 days a year, in three shifts from Pulau Indah, with a duty manager on call for escalations.
It is included with the freight and warehousing we manage for you. Visibility for shipments moved by other providers is priced per shipment; book a demo and we will quote it.
08 Related services
The command centre watches all of these
See every shipment before it surprises you.
Book a 30-minute demo. Send three recent shipment references and we will show you what the command centre would have flagged, and when.