Why Document Processing Remains a Bottleneck for Forwarders

International shipments generate a steady flow of documents. Arrival notices, release letters, commercial invoices, packing lists, carrier confirmations, and customs messages all move through a freight forwarder’s hands. Despite the spread of digital tools, most of these documents still reach operations teams by email. Staff then review each file, extract key details, and place the information into internal systems or spreadsheets.

This work has always been part of the industry, but its volume has grown as supply chains have become more complex. Carrier updates arrive more frequently, customs processes change, and clients expect real time visibility. The result is a constant stream of PDFs and email messages that can overwhelm a small team.

The bottleneck arises because each document requires attention from an experienced operator. They must verify reference numbers, dates, locations, and container details before passing information to clients or partners. Even well trained staff find this labour intensive, especially when dozens of shipments are active at once. In busy periods, documents often build up in shared inboxes and risk being overlooked.

Artificial intelligence offers potential support here as well. Tools that can read documents, extract structured data, and highlight missing or inconsistent fields may reduce the burden on operations teams. The aim is not to replace human oversight but to reduce the time spent on predictable tasks. Operators would then have more space for problem solving and communication with clients.

FLAIR is exploring how different organisations handle document flow, where delays tend to occur, and which parts of the process are most suitable for AI assisted methods. Early interviews show a common need for more predictable document handling and clearer visibility of outstanding tasks. Our research will continue to map these patterns and provide insight into how forwarders can prepare for gradual adoption of new technologies.