A Practical Guide to Using the Magaya Shipment Tracking Assistant to Reduce Support Calls and Improve Visibility

In this guide, we explore how the Magaya platform, tracking software, and interactive digital experience combine to improve visibility and reduce support tasks across the supply chain. Learn how the cloud-based assistant, LiveTrack, and EDI integration provide real-time data, better control, and a branded cargo tracking experience for customers.

Introduction to Magaya and Shipment Tracking

Magaya is a digital freight and logistics software platform designed to manage shipment workflows, warehouse operations, and freight forwarding tasks with accuracy. Its cloud-based system offers real-time status updates and integrations across air, ocean, and ground.

What is Magaya?

Magaya is a logistics solution and app suite that helps businesses manage cargo tracking, order processing, and daily operations with on-demand access to data. The platform’s assistant, AI extensions, and EDI technology automate monitoring, document handling, and alerts for greater control.

Overview of Shipment Tracking

Magaya centralizes shipment statuses, item details, and transaction tracking into a single system with real-time updates. Users can livetrack movements, monitor changes, and provide real-time updates to customers. The solution supports multiple carriers, ocean and air modes, and offers custom views that simplify entry, export tasks, and service exceptions.

Importance of Visibility in Logistics

Visibility reduces manual follow-ups, improves response times, and strengthens brand trust. By giving customers access to real-time status, numbers, and events, operations can manage exceptions early, benefit from accurate data, and ensure compliance for FTZ, filing tariffs, and self-filers while supporting growth across the digital freight ecosystem.

Benefits of Using Magaya's Tracking Software

Magaya’s tracking software delivers a full, cloud-based experience that reduces support calls and improves service. Integration, assistant features, and on-demand access enable automated notifications, easy sharing of shipment details, and efficient operations.

Reducing Support Calls

LiveTrack and automated alerts cut “where is my shipment” inquiries by giving customers self-serve, real-time access. Customers receive status changes automatically, view details without manual requests, and self-serve documentation. This decreases repetitive support tasks and frees teams to handle higher-value operations and responding to RFQs.

Enhancing Cargo Tracking Experience

With branded portals and custom dashboards, Magaya offers an interactive digital experience that makes it easy to monitor shipment progress, manage orders, and access documents on-demand. Accurate, integrated data across multiple carriers helps customers plan confidently and prepare winning quotes.

Improving Operational Efficiency

Automation, EDI, and unified data flows reduce manual entry and duplicates while improving accuracy. Teams can upload documents, send updates automatically, manage entries, and monitor KPIs across warehouse, export, and FTZ operations. The software’s cloud-based control streamlines process steps, improves accuracy, and supports business growth with scalable technology and extensions.

Features of the Shipment Tracking Assistant

The Magaya assistant brings a cloud-based tracking software experience that combines LiveTrack, EDI integration, and AI-driven functions to improve visibility across the supply chain. It unifies status, events, entries, invoices, and documents for customers and teams in real time.

LiveTrack Functionality

LiveTrack provides real-time milestones, status changes, and automated notifications across air, ocean, and ground. The app displays status changes, item details, and transaction tracking numbers, and can automatically send email notifications. Users receive updates on-demand, monitor exceptions easily, and upload documents, ensuring accuracy and control without requiring manual follow-ups or multiple systems.

Integration with Other Systems

EDI and API integrations synchronize carrier, warehouse, and forwarding data to ensure compliance and reduce manual work. This software solution connects invoices, entries, and tariffs, supporting FTZ and self-filers. By consolidating information, teams manage daily operations, reduce manual tasks, and ensure compliance while providing customers with a full, connected experience.

Customizable Tracking Solutions

Custom views, brand themes, and configurable workflows let businesses tailor dashboards, alerts, and permissions. Users can tailor dashboards, choose which events trigger alerts, and set permissions that control access to shipment information. The assistant supports multiple carriers and modes, enabling companies to provide a consistent service experience and respond to RFQs with accurate, on-demand data.

How to Implement the Tracking Software

Implementing the Magaya platform begins with a structured plan for configuration, integration, and training. Define goals, map data and carriers, and test LiveTrack to validate real-time accuracy before rollout.

Setup and Configuration

Connect carrier accounts, EDI feeds, and warehouse systems; configure fields and event triggers for automated emails. Align numbering, invoice templates, and user permissions for control. Test ocean and air flows, verify data mapping, and confirm that the app provides accurate status across the platform.

Training Employees on the System

Provide hands-on training for LiveTrack, entries, invoices, and exceptions to drive adoption and accuracy. Train operations, export, and customer service teams to manage shipments, monitor changes, and upload documents easily. Emphasize AI and assistant features that automate tasks, reduce manual effort, and ensure accuracy. Encourage practice scenarios for responding to RFQs and preparing winning quotes with real-time data.

Best Practices for Usage

Standardize data entry, event updates, and notifications; monitor KPIs and audit regularly. Use dashboards to monitor KPIs, leverage integrations to reduce duplicate tasks, and schedule regular audits for accuracy. The following actions support growth and improve visibility across logistics:

• Enable customers to self-serve via LiveTrack.
• Provide on-demand access to documents.
• Continuously refine workflows.

Real-World Applications of Magaya in Freight Forwarding

Freight forwarding teams use the Magaya platform to manage shipment visibility end to end, combining tracking software, LiveTrack, and EDI technology to streamline daily operations. The cloud-based system connects carrier data, warehouse processes, and export entries for accurate, automated customer updates.

Case Studies: Successful Implementations

A mid-sized forwarder consolidated air and ocean tracking into one app, cutting manual tasks and enabling customer self-service. They reduced manual tasks, improved transaction tracking, and offered a branded interactive digital experience. Customers could self-serve on-demand, access invoices and item details, and the team reported faster responding to RFQs and preparing winning quotes.

Benefits in Air vs. Ocean Tracking

Air offers rapid updates; ocean leverages multi-carrier EDI—Magaya unifies both for consistent service and fewer support calls. The Magaya solution unifies both modes, allowing users to monitor changes, send alerts automatically, and manage exceptions easily. This provides full control, reduces support calls, and ensures consistent service.

Warehouse Operations and Visibility

Synchronization between warehouse workflows and shipment tracking improves accuracy and real-time customer visibility. Teams track items at entry, capture events, and push updates to customers via LiveTrack. This software integration connects inventory to freight forwarding workflows, improving accuracy for FTZ, self-filers, and filing tariffs, while giving operations real-time access to data and documents.

Future of Cargo Tracking with AI and Technology

AI-driven technology will extend Magaya capabilities with predictive alerts, anomaly detection, and automated exception handling across the supply chain. Proactive insights will reduce manual follow-ups and elevate customer experience with timely, reliable updates.

Innovations in Tracking Software

Blending EDI with APIs, IoT, and geofencing will deliver continuous visibility and automate document and invoice workflows. Magaya extensions will enrich transaction tracking, streamline invoice validation, and automate document flows. Users will configure custom workflows, trigger emails based on AI-classified events, and manage multiple modes in one platform, making operations easy, accurate, and scalable.

The Role of AI in Logistics

AI will predict delays, optimize carrier selection, and auto-respond to status inquiries to prioritize exceptions. The assistant will auto-generate responses for status inquiries, prioritize tasks, and forecast capacity. This helps teams manage exceptions, reduce support, and provide an interactive digital experience that customers can access on-demand with confidence.

Trends to Watch in Freight Forwarding

Expect unified platforms, standardized integrations, and real-time collaboration to accelerate digital freight connectivity. FTZ and compliance automation will expand, while self-filers gain smarter filing tariffs support. Businesses will adopt unified platforms that track air and ocean with one app, provide branded portals, and deliver the data needed for responding to RFQs and preparing winning quotes.