CC one address. Every delivery issue gets tracked to resolution.
When a facility flags a late delivery, missing med, or wrong stop, the pharmacy emails the courier — and the thread goes quiet. The courier already got the email. What’s missing is accountability and follow-through. That’s I2R.
Incident Management (I2R) is Ship Steward’s autonomous issue-to-resolution service — CC it on the courier emails you already send, and it auto-ingests the thread, classifies it with AI, opens a ticket, and chases the courier to resolution. No app to install, no new workflow.
What happens to a delivery complaint today?
It goes into an email thread, no one owns the follow-up, and by invoice time there’s no record of what the courier actually fixed.
The Thread Goes Quiet
The pharmacy emails the courier, then nothing. No owner, no follow-up, no closure.
SLAs Quietly Slip
Without a clock, “we’re looking into it” runs for days and a breach is never flagged.
Nothing at Invoice Time
When a dispute lands, you have hearsay — not a timestamped record of which issues the courier let slip.
Pharmacy as Chase Team
Your staff become the follow-up engine for the courier’s problems instead of running the pharmacy.
How does issue-to-resolution actually work?
Ship Steward is CC’d on every pharmacy-courier issue email. The system does the rest.
AI Triage
Every thread is auto-ingested and classified by issue type and priority — late delivery, missing package, wrong meds, access issue — with domain maps that recognize the courier and pharmacy.
Priority-Driven SLA
Critical incidents escalate within the hour. Lower priorities follow a gentle → firm → escalation ladder timed to the issue’s sensitivity, not a one-size-fits-all clock.
Courier-Directed Follow-Up
Reminders go to the courier — the resolver. The pharmacy is CC’d so they see the system working for them, not asked for anything they already reported.
A record the courier can’t dispute
Every ticket is timestamped and attributed to a courier, pharmacy, and facility.
Figures describe I2R’s standard operating configuration (poll interval, audit logging, SLA coverage), not a savings claim. When SLA or invoice disputes arise, you arrive with threads — not hearsay.
Questions buyers ask
Does the pharmacy have to learn a new system?
No. There’s no app and no new workflow. The pharmacy emails the courier exactly as it does today and CCs one Ship Steward address. I2R ingests the thread automatically from there.
Who gets the follow-up reminders — us or the courier?
The courier, because they’re the resolver. The pharmacy is only CC’d so it can see the system working — it’s never asked to chase an issue it already reported.
How does this help at contract renewal or in a dispute?
Every incident is timestamped and attributed to a courier, pharmacy, and facility, with AI classification and resolution time. At SLA reviews and invoice disputes you arrive with a complete record of which issues the courier resolved and which they let slip.
Turn delivery complaints into accountability.
See I2R run on real delivery incidents — capture, AI triage, courier-directed follow-up, and the record that holds couriers to their commitments.
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