Worldwide Express (part of ShipStation Global) had built something big: approximately $5 billion in systemwide revenue, over 75 less-than-truckload (LTL) carriers and more than 130,000 customers. But that same scale had a hidden cost. Every month, $15 million in free cash flow sat frozen, locked in billing exceptions no one had resolved yet. Each one had to be chased down by hand, carrier by carrier, with its own rules to check. Worldwide Express outsourced to a team that worked cases one at a time, calling customers and carriers for each dispute. The exceptions piled up, cash stayed stuck, and every order took longer to turn into money.

Worldwide Express worked with AWS and LTM to build a multi-agentic AI solution with Amazon Bedrock that plugs directly into their transportation management system (TMS), SpeedShip. Six months after launch, the company reported a 75 percent reduction in active exceptions, a 4-week improvement in time-to-cash, $1M annual savings, and a one-time $10M free cash flow infusion.

In this post, we describe the challenge, explain how Worldwide Express designed the multi-agent solution, and share the results.

In LTL freight, roughly 14 percent of invoices fail the standard three-way match between the purchase order, the goods receipt, and the carrier invoice. When a match fails, the invoice enters exception handling. For Worldwide Express, exceptions fell into three categories:

With each carrier operating under its own tariff structure and dispute workflow, this process consumed most of the FinOps team’s bandwidth.

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