How Roar AI 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. The Dubai team provides inbound and outbound air freight and courier services, including dedicated express and economy lanes to and from Sri Lanka.

In Sri Lanka, Fits Express is the Authorised Service Contractor for UPS, connecting businesses and individuals to its global delivery network spanning more than 220 countries and territories.

The Challenge 

Helping a busy pricing team turn incoming inquiries into accurate, timely shipping quotations.

The Fits Express Dubai pricing team had to manually sift through its shared inbox to identify genuine quotation requests among spam and unrelated correspondence.

Preparing each quote then meant identifying the shipment requirements, checking the customer’s credit status, retrieving carrier rates, calculating the price and drafting a reply. This took approximately 30 minutes of agent time per inquiry.

For its four-person quoting team, filtering the inbox and bringing those steps together created a significant operational bottleneck. Fits Express wanted to respond faster and handle growing inquiry volumes, while retaining an agent’s final check for accuracy.

How Roar AI built the solution 

Roar AI built a custom quoting platform that brings incoming inquiries, shipment requirements and carrier comparisons into one workflow, with Claude supporting the processing of customer inquiries.

Through the Claude API, primarily using the Claude Haiku model, the platform extracts customer requirements from incoming emails and structures them into a clear format for agents to review. These include the shipment’s origin, destination, weight and dimensions. The workflow also identifies inquiries that require a quote and flags missing information or other issues needing attention.

For eligible inquiries, the platform retrieves and compares carrier rates, applies the relevant pricing terms and prepares the quotation for review. Agents see the shipment details, carrier options and proposed quote together, then check or adjust it before responding to the customer.

A central view of inquiries and quotation statuses helps the team track its workload. A planned next phase will extend the workflow to preparing validated customer responses.

The platform has been in production at Fits Express since June 2026.

What changed for Fits Express

Since going live, average quote preparation time has fallen from approximately 30 minutes to 5 minutes per inquiry.

The platform now automatically filters or triages 60% of approximately 1,500 daily emails, helping agents focus on genuine quotation requests and identify where further shipment information is needed. The four-person team now handles more than 200 quotes a day, with less reliance on overtime. 

Agents’ work has shifted from assembling quotations across separate systems to reviewing prepared information and validating the proposed quote. This has freed time for customer follow-up and commercially valuable conversations, creating more capacity to pursue revenue opportunities.

Our team was spending too much time bringing information together before we could send a quote. With preparation time reduced from around 30 minutes to 5 minutes per inquiry, our agents can focus on checking the details and responding to customers. We’ve made the process faster while keeping the final decision with our team.
- Shehan Carrim, Head of IT and Digital Transformation, Fits Express