EVRi enhances operations and realises £9m annualised benefits with AI and Low-Code.

Evri, the UK’s largest parcel delivery company, was looking for an efficient way to automate business processes using low code development. In particular, Evri was on a mission to support the business during busy peak periods – ensuring it could handle rising seasonal enquiry volumes without compromising experience.

Handling over 900 million parcels a year, Evri needed governed speed to deliver change quickly without sacrificing security, compliance or quality.

To address the challenges of the growing organisation, Evri partnered with Robiquity. The Microsoft Power Platform was selected as the company’s foundation for automation.

One of the first automation projects developed using Power Platform was a solution to support its customer service response team. The solution was focused on enhancing the experience of Evri’s several hundred customer service staff dealing with inbound customer enquiries. Up until then, customer interactions were recorded on an aging CRM system which was slow, complex, and not intuitive to use.

Power Apps was used to create a simplified and more intuitive interface while cloud flows were developed in Power Automate to automate processes and update the underlying CRM in the background. The app was made available in Microsoft Teams with customer service agents being able to simply open Teams and use the app within Teams. This allowed for easy adoption and seamless integration with existing workflows. 

An automated system was built which now sends consistent wrap-up emails to customers and provides customer service agents with a variety of pre-set templates, removing the need for customised responses. The approach reduced advisor handling time from an average of 3.5 minutes to 1 minute. In addition, the improved efficiency has dramatically reduced the need for contract workers over peak holiday periods, resulting in over £1.65 million in savings.

Given the success of the customer service project, many similar automation projects quickly followed. In the first year of the automation initiative, Robiquity automated 25 business processes with a £1 million investment. These solutions generated £9 million in annualised cost savings.

To discover more about the various impactful automation projects driven by Robiquity and Evri, explore the further resources below.

Read our posts: Agentic AI Meets Logistics: Robiquity Powers Evri’s Next Wave of Innovation & Robiquity and Evri win AI/Automation Programme of the Year at the GSA Awards 2025

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