Resolving delays in 3 business days and retaining the client

Regular distribution client

Service background

Client X2 has worked with Cross Roads since 2024, receiving daily distribution deliveries to six retail sites in the Eastern Province. On 4 May 2026, the client reported two consecutive deliveries to Al-Khobar arriving around 90 minutes outside the agreed window.

Resolution

• 4 May: logged the complaint and escalated it to Operations the same day.
• 5 May: identified a scheduling conflict after a driver reassignment; the Al-Khobar slot had also been assigned to another client’s route.
• 6 May: reinstated a dedicated route slot and protected it from changes without manager approval.
• 7 May: provided the client with a written explanation and corrective action summary.

Results

The issue was resolved within three business days. No further late deliveries to Al-Khobar were recorded during the following eight weeks, and the client relationship continued without any reduction in delivery volume.

Lesson learned

Routes with strict delivery windows need protection in the dispatch system, clear controls on driver reassignment and performance review after corrective action. The response falls under Client Satisfaction and Issue Resolution in the Client Relationship and Service Management Policy. The X2 identifier protects the client’s privacy.