A 400-person logistics team was drowning in coordination work. Twelve people spent their days copying data between tools, chasing approvals and answering the same questions. Here is how they handed that work to an agent squad — and what changed.

The bottleneck nobody owned

Every shipment touched five systems. When something slipped, a coordinator had to notice, find the right person and push the fix through by hand. Response times averaged four hours, and the best people on the team were stuck doing triage.

“We didn’t need more people. We needed the work to stop waiting on people.”

— Maya Okafor, CEO of Ignivo

What the agent squad does

Instead of one big bot, the team deployed a small squad of agents with clear jobs:

• An intake agent that reads every request, whatever the format

• A routing agent that decides who — or what — should handle it

• A resolution agent that updates the TMS, CRM and help desk together

• A reviewer that escalates anything outside its guardrails to a human

The results after 90 days

Median response time dropped from four hours to under ten seconds. Operational costs fell by 80%, and the twelve coordinators moved into roles that design and supervise the workflows instead of running them.

Key takeaways

• Split the work into small agents with one job each.

• Keep a human approval step until the numbers earn trust.

• Measure response time first — it shows value fastest.