What a typical call looks like
The phone rings. The carrier’s ops desk wants to know why FSU/MAN didn’t fire on AWB 180-12345678. You type the AWB into Skidd’s search.
In one view you see:
- Current state: MAN (manifest emitted)
- Inbound messages: FWB at 0812, MVT at 0945
- Outbound messages: FSU/RCS at 0815, FSU/MAN at 1815, FFM at 1820
- Charges: handling at the matched rate-card line, storage clock paused at DEP
- Audit trail: every transition with operator and timestamp
You read back the FSU/MAN timestamp. The carrier’s ops desk checks their inbox and finds it. Call closed in 90 seconds. No callback, no escalation, no email chain.
The four call types you handle
”Why didn’t I get the message?”
The Messaging Inbox shows every outbound message with its delivery status, the carrier address it routed to, retry attempts, and any failure reason. If the dispatch failed, the audit log shows why — bad address, carrier rejected the schema, queue back-pressure. You answer with facts, not “I’ll check and call back."
"Where’s my shipment?”
The 21-state view tells you exactly where it is right now: at the dock, in security, built into a ULD, on a flight, broken down, delivered. With the next legal transition shown, so you can answer “what happens next” too.
”I think I was overcharged”
The shipment detail shows every charge with the rate-card line that matched, the specificity score, and the operator who applied any manual charges. You can explain the bill in detail without escalating to billing.
”What did the customs broker say?”
The CRC (Customs Readiness Confirmation) lives on the shipment with the MRN, notes, and the operator who captured it. No separate system, no scanning a printout from the broker.
What you stop doing
- Logging into the messaging system, the WMS, and the billing system to answer one question
- Asking the dock supervisor over Slack what the status is
- Promising callbacks because the data isn’t in front of you
- Escalating billing questions because you don’t have the rate-card detail