CPG / Consumer Goods
Church & Dwight — Automating Track & Trace with Tracy AI
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Church & Dwight — Automating Track & Trace with Tracy AI
The Challenge
Kimberly-Clark's transportation team spent too much of the day tracking down carrier updates. Daily triage often wasn't finished until around 5 p.m., and by then many of the updates were already outdated.
Internal and external stakeholders who needed answers about purchase orders and truck status got limited visibility and a frustrating experience. The process was inefficient and took significant manual effort.
Our Solution
Kimberly-Clark deployed Tracy, the FourKites tracking agent, to take over exception handling. The FourKites team helped identify which exceptions matter most to Kimberly-Clark's transportation team, and the two teams then built, tested and deployed agentic workflows that handle those exceptions automatically.
Kimberly-Clark kept a person in the loop. The team continues to review Tracy's outputs and uses them to improve its inputs, so the agent gets sharper over time.
The Result
With Tracy handling exception monitoring, Kimberly-Clark now identifies 90% of its exceptions by 9 a.m. each morning, compared with 5 p.m. before. Email volume is down 60%, and the share of customer appointment reschedules completed by end of day rose from 50% to 70%.
The team spends less time on routine track and trace and more on exceptions and strategic decisions, and Kimberly-Clark reports an improved customer experience.
Tracy is the third FourKites story Kimberly-Clark has put on the record. The company previously cut appointment booking time by 80% with FourKites Appointment Manager and reduced detention fees by 52% at a single site with FourKites Dynamic Yard®.
