What operations managers say about working with Tegas
Honest accounts from logistics teams across Peninsular Malaysia — at different stages, with different results.
Back to HomeAccounts from operations managers and fleet leaders
Roslan Mustafa
Operations Manager · Shah Alam
The Listening Visit was useful even before any AI was involved. Having someone sit in the dispatch room and observe without an agenda — that is rare. The brief they delivered named three things we already half-knew were problems but hadn't put in writing.
We went on to do the Co-Pilot Pilot. Honest assessment: the AI didn't solve everything, but the weekly clinics helped us understand what it was actually doing. That transparency was what I valued most.
April 2025 · Listening Visit + Co-Pilot Pilot
Norzaini Ahmad
Fleet Director · Seremban, N9
We had already set up an AI system through our TMS vendor before engaging Tegas for the retainer. The first monthly memo was a bit of a wake-up — it pointed out that our dispatchers were dismissing about 60% of the AI's address suggestions without reading them. That pattern wasn't visible in any of our internal dashboards.
The retainer is compact. The memo is four to five pages, actionable, and readable. I share it with my operations team directly.
March 2025 · Stewardship Retainer
Tan Hwee Ping
Logistics Head · Klang, Selangor
I was sceptical going in. We are a smaller operation — about 45 vehicles — and I was concerned that an AI system would be more complexity than it was worth. The Listening Visit brief confirmed that scepticism in some areas and challenged it in others. The write-up on proof-of-delivery triage was specific enough to be immediately actionable.
No sales pressure at any stage. The brief said we were not ready for a Co-Pilot Pilot yet, and Tegas agreed when we discussed it. That honesty was appreciated.
April 2025 · Listening Visit
Krishnamurthy Selvam
Distribution Manager · Subang Jaya
The bilingual aspect mattered to us. Our dispatch team is mixed — some dispatchers are more comfortable discussing the work in Bahasa Malaysia, particularly when the conversation involves changing how they do things. The clinics were run in both languages without it feeling forced. That made the pilot easier to sustain.
March 2025 · Co-Pilot Pilot
Siti Zubaidah Karim
Operations Director · Penang
We are on the retainer now and have been for five months. What I did not expect was how useful the JPJ and KKR alignment component would be. One of the memos flagged a KKR notice we had missed entirely. That alone was worth several months of the fee. The quarterly depot visits are thorough — they do not just look at the AI; they look at how the whole dispatch situation has shifted.
April 2025 · Stewardship Retainer
Ahmad Jamalludin
General Manager (Logistics) · Johor Bahru
We came to Tegas after a Co-Pilot Pilot elsewhere had not gone well — the previous adviser pushed too fast and the dispatchers felt bypassed. The Tegas approach is deliberately paced. Two visits, written brief, then a conversation. Nothing was installed without a full team briefing. It rebuilt confidence, which was what we needed more than the technology itself at that point.
March 2025 · Listening Visit + Co-Pilot Pilot
Three engagements in detail
Challenge
Address failures on same-day deliveries were running at 14% per shift. Dispatchers were spending an estimated two hours per day on re-routing and customer callbacks, most of which stemmed from ambiguous address data entered at order intake.
Solution
The Listening Visit identified address normalisation as the highest-leverage AI assist. The Co-Pilot Pilot deployed a lightweight normalisation tool that flagged suspect addresses at intake, prompting dispatchers to confirm or correct before the route was locked. No auto-corrections; all changes were dispatcher-initiated.
Outcome
Over the six-week pilot, flagged addresses that received dispatcher review showed a 38% lower first-attempt failure rate compared to the previous period. Dispatcher callback time per shift reduced by approximately 45 minutes on average. The team voted to continue the tool after the pilot closed.
"The dispatchers started trusting the flags because they understood what was being flagged. That was the thing Tegas kept emphasising." — Operations Manager
Challenge
The carrier had introduced an AI deviation-grouping tool nine months earlier. Leadership felt the tool was working, but had no clear way to assess whether it was actually helping dispatchers or creating noise they were quietly ignoring.
Solution
The Stewardship Retainer provided monthly analysis of the tool's suggestions versus dispatcher actions. The second monthly memo identified a pattern: the AI was grouping deviations at a geographic level that did not match how the dispatch team thought about zones. The grouping logic was miscalibrated for the Seremban road network.
Outcome
The carrier worked with their TMS vendor to adjust the grouping logic based on the Tegas brief. In the following month, dispatcher adoption of the grouped deviation reports increased from 22% to 61%. The annual board summary documented this improvement with context that the technical team alone could not have provided.
"We had the data. We didn't know what it was telling us. That's what the retainer changed." — Fleet Director
Challenge
Senior management was under pressure to adopt AI from a parent company directive. The operations team was not convinced there was a clear use case, and the relationship between management and the dispatch floor was strained as a result.
Solution
The Listening Visit was commissioned by the operations director as a way to get an independent view. The brief acknowledged the management pressure and distinguished between what AI could helpfully do in the short term (proof-of-delivery triage) and what was likely to cause disruption without clear benefit (automated customer updates).
Outcome
The brief was shared with the parent company and used to scope a more modest initial step than had originally been planned. The operations director described the brief as giving them "a way to say no to some things while still saying yes to others." A Co-Pilot Pilot on proof-of-delivery triage was commissioned three months later.
"It gave us language. That's what I didn't have before — a way to explain what we were ready for and what we weren't." — Operations Director
Phone
+60 3 6203 8174Address
Unit 19-3, Menara Worldwide
Jalan Bukit Bintang, KL 55100
Office Hours
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Sat: 9:00 AM – 1:00 PM
Professional standing and affiliations
PDPA Compliance
Data handling agreements reviewed under Malaysia's Personal Data Protection Act 2010. Renewed April 2025.
MILS Associate Member
Malaysian Institute of Logistics and Supply Chain associate membership, maintaining current sector awareness.
SME Corp Registered Consultant
Listed under SME Corp Malaysia's Business Advisory Services directory since 2022.
Join the operations managers who approached this carefully
Most of our clients started with a single conversation. No commitment, no product demo — just a discussion about your dispatch operation and whether a Listening Visit might be useful.
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