Reimagining visibility: what users are saying about CargoWise NEO

As global supply chains become increasingly digitized, logistics providers are looking to modernize the customer experience with real-time visibility and self-service platforms.

WiseTech Global’s CargoWise NEO is positioned as the next evolution of client engagement offering centralized tracking, document access, and in-platform communication. Designed to replace the legacy WebTracker tool, NEO promises a branded, intuitive experience that allows customers to follow shipments, exchange documents, and reduce reliance on manual support.

Feedback from the logistics community, however, paints a nuanced picture. Users consistently praise NEO’s clean interface and embedded e-conversations feature, which centralizes customer communication within shipment files. But widespread concerns remain around system performance, including slow loading speeds, timeouts, and missing features such as sailing schedules or accurate vessel mapping. Configuration complexity, particularly around registry settings and dual-system access management, also presents friction during onboarding. As a result, some organizations continue to rely on WebTracker in parallel, delaying a full transition to NEO.

Despite these challenges, the foundation is strong. CargoWise NEO is moving in the right direction by aligning customer expectations with modern logistics capabilities. For NEO to realize its full potential, future updates must prioritize performance optimization, streamlined setup, and feature parity with prior platforms. As digital transformation accelerates across freight forwarding, platforms like NEO will play a critical role—provided they deliver both visibility and velocity.

The question overall is for a product that was tested in the market in early 2021, is what is rolling out as the offering enough to keep companies from looking for alternative solutions to NEO?