What Problem Does This Automation Solve?
Shane: Hey again, Hunter. Back to talk through more exciting automations we've experienced helping clients see the benefits of AI and automation. Tell us what we're going to be looking at today.
Hunter: Today we're jumping into shipping tracking updates. A lot of shipping platforms, such as FedEx and UPS, don't have native alert mechanisms beyond a basic text notification. What we're diving into is how we can integrate those APIs with your existing systems to deliver alerts into a CRM, PSA, Microsoft Teams, or SMS, and make those alerts go further than what the native integrations offer.
Shane: So the challenge was that a client's software platform had no native way to pull shipping information together. They could go to the UPS or FedEx website and manually look up a tracking number, but there was no built-in way to update their internal software, their internal team, or even their client.
Hunter: Exactly. What that required was a team member going out to verify delivery, then going into the actual ticket or a team channel and manually updating that document to reflect whether the package had been delivered, delayed, or was still in transit. If you ship equipment or product and your platform doesn't handle automatic updates, this can be a huge time-saver, especially when you factor in copying and pasting tracking numbers and switching back and forth between platforms.
Hunter: And it's not just one tracking number. A lot of the time, one parent tracking number will have seven other tracking numbers nested under it because there are seven different packages in one order. Having to look at all seven and gather their statuses is far more cumbersome than just checking one.
How Does the Automation Work?
Hunter: We used the FedEx API, which required setting up a developer account to stay within their terms of service. From there, we integrated that with one of our automation platforms. It pulls a table of tickets or products in a certain status, and that table includes all the tracking numbers. The procurement person or whoever is handling those packages enters the tracking number to start. From there, the automation grabs that tracking number, feeds it into the FedEx API, and gets back a full list of details. We format that raw data into a readable summary and use it to deliver an alert into the PSA system, including a status change when all packages are confirmed delivered.
How Does It Handle Multiple Packages in One Order?
Hunter: One challenge we faced was what to do when two of seven packages are delivered and five still need updates. We added an excluded tracking numbers field. As the automation finds a delivered tracking number, it moves that number into the excluded field. Going forward, the automation only pulls the remaining tracking numbers that still need updates and posts those to the ticket until everything is confirmed delivered.
Can the Initial Tracking Number Entry Be Automated Too?
Shane: You mentioned the process depends on someone entering that first tracking number. If a supplier sends tracking numbers or has their own API, could that piece be automated as well?
Hunter: Absolutely. Knowing how you receive that information is critical, because that upstream source could feed directly into this automation and fully close the loop. Right now, we've been able to automate around 80 to 85 percent of that portion, along with all the recurring status checks on top of it.
What Platforms Can Receive These Alerts?
Shane: So we can update fields in the CRM and PSA, and from there notify clients by email. Can the alerts go further than just field updates?
Hunter: Yes. On top of field updates, we can connect other API services such as Twilio. FedEx and UPS do have their own alert mechanisms, but you may not have control over the format. By pulling the details through our automation, we can shape that information exactly how you want it and then post a message to a Microsoft Teams channel for the procurement team. That way, not just the one person managing procurement knows, but the whole team is notified and can move forward with scheduling the project or whatever comes next.
Shane: So essentially, any messaging platform or third-party platform with API access can be included, and the automation is not limited to a single function. It can be extended as far as the APIs allow.
Hunter: Correct. And to be clear, the integration does require API support, but we also need to work within what each API actually supports. Most major systems like Microsoft Teams handle this well, but there are limitations to be mindful of.
What Should You Know Before Relying on an API?
Shane: That's a critical point. A lot of software providers will say they have an API available, but when you get in, it may only expose one or two fields rather than full functionality. There can also be rate limits on how many requests you can make per hour or per day, or additional charges. Understanding what the API actually supports, how it's built, and what its limits are is essential before committing to an automation built around it.
Why Is It Better to Start with Small Automation Blocks?
Shane: This is a simple automation that provides real time savings. And it's a building block we can layer on top of. We could add AI analysis and more complex logic later. But starting with small, well-defined blocks is often the better approach. Would you agree?
Hunter: Exactly. And the simpler the process your team is already following, the simpler it is for us to build the automation. We sometimes ask clients to take a closer look at their process first and make sure it follows best practices before we automate it. For example, if your team is handwriting information on a form, we might recommend switching to typed input so the automation can reliably read and process it without user error.
Shane: That's a great point. And it ties back to our core principle: you cannot automate a process that doesn't exist as a process. If it only lives in someone's head, there is nothing to automate. It has to be documented and walked through step by step first. Great discussion, and a great example of what a well-scoped automation can deliver.