How Roar built a smarter quoting workflow for Fits Express

Fits Express Parcels Delivery LLC is the Dubai arm of the Fits Express group, a courier and logistics network operating across the UAE, Sri Lanka and India. From its base in Deira, the Dubai team provides inbound and outbound air freight and courier services between the UAE and the rest of the world, including dedicated express and economy lanes to and from Sri Lanka.

In Sri Lanka, Fits Express is the Authorised Service Contractor for UPS. Through that partnership it connects businesses and individuals to UPS's global delivery network, which spans more than 220 countries and territories, alongside air and sea freight and supply chain services. The group's India operation, based in Chennai, also offers express delivery to more than 220 countries using UPS services.

The Challenge 

Turning a busy shared inbox into a carrier compared quotes that agents can review and respond to.

Fits Express Dubai pricing team receives around 250 emails in its shared inbox each day, of which approximately 100 to 150 require a response with a shipping quotation. The remainder, including spam and unrelated correspondence, had to be sifted through manually while the team was also responding to customers. Preparing each quote meant identifying the shipment requirements, checking the customer's credit status, retrieving carrier rates, calculating the price and drafting a reply, taking approximately 30 minutes of agent time per inquiry. 

For its four person quoting team, the time spent filtering the inbox and bringing those steps together was a major operational bottleneck. Fits Express wanted to respond to customers faster and handle growing inquiry volumes, while ensuring agents could check each quote for accuracy before it went out.

The Solution 

Roar built a platform with the help of Claude to bring the quoting process into a single workflow. 

The platform reads incoming emails, identifies those requiring a quote and extracts details such as the shipment’s origin, destination, weight and dimensions. It can flag inquiries with missing information or other issues that need attention before a quote is prepared.

For eligible inquiries, the system retrieves and compares carrier rates, applies the relevant pricing terms and drafts a customer response. An agent sees the shipment details, carrier options and proposed quote together, then reviews or adjusts it before sending. The platform also gives the team a central view of inquiries and quote statuses.

The platform is used to gather customer requirements from incoming inquiries and structure them into a clear, readable format for the agent. In the next phase, this will also structure validated responses to be sent back to customers. The solution uses the Claude API with the Claude Haiku model primarily, and has been in production at Fits Express since June 2026.

What changed for Fits Express

The project targets a reduction in average quote preparation time from approximately 30 minutes to 5 minutes per inquiry, limiting the agent's role to validation once the necessary information has been gathered. With the platform filtering the inbox and preparing each quote, agents no longer need to sift through every email or assemble quotes across separate systems, reducing the need for overtime. Results will be measured against this baseline as the solution matures. 

The aim was to shift agents’ time from assembling every quote across separate systems to checking a prepared quotation and making the decisions that require their judgement.

Our team was spending too much time bringing information together before we could send a quote. We wanted to move faster without losing the ability to check the details ourselves. Having the inquiry, carrier options and draft response in one place gives our agents a clearer view and has made the quotation process much more efficient.
‍Shehan Carrim, Head of IT and Digital Transformation, Fits Express