Customer interview
"We stopped rewarding the person who could hold it all in their head"
Priya Mahal
Head of Operations, Kestrel Logistics
Industry
Logistics
Team
240 people
Using since
March 2025
Plan
Scale
Q What did the week look like before?
Two spreadsheets and a man called Dennis. Dennis knew which depots could absorb a late lorry and which would quietly fail, and none of that was written down anywhere. When Dennis was on holiday we simply did worse.
Q Was there a moment it stopped being tolerable?
A Tuesday in January. Four depots reported the same pallet, so we sent three trucks to collect one thing. It cost about eleven thousand euros and nobody had done anything wrong — the system just let it happen.
The point was never the dashboard. It was that a planner on their second week can now make the call Dennis would have made.
Q How did the rollout actually go?
Faster than anyone predicted, which made me suspicious. We started with six depots for a fortnight, then did the remaining fifty-six over three weeks. The training was a forty-minute call and a one-page sheet.
Q What changed in the numbers?
On-time drops went from sixty-one to eighty-six percent, and duplicate collections effectively stopped. The one I care about most is that overtime fell, because the planners stopped firefighting at five o'clock.
+41%
On-time drops
62
Depots live
−18%
Overtime hours
Q What would you tell someone starting now?
Pick the six sites with the loudest complaints, not the easiest ones. If it works there, the rest is administration.
More conversations: Fernbrook Health on ward rotas and Oakline on audit season.