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

100,000

customer queries weekly

EVRi, the UK’s largest parcel delivery company, faced significant operational challenges, especially during peak seasons. With over 730 million parcels delivered annually and up to 100,000 customer queries weekly, their predominantly manual customer service processes couldn't keep pace, resulting in the need to hire more than 55 additional staff each peak season. This increased costs and led to longer handling times, impacting customer satisfaction.

To address these challenges, EVRi partnered with Robiquity to automate their processes using the Microsoft Power Platform. Robiquity introduced Intelligent Automation (IA) which enabled EVRi to streamline and automate complex, repetitive customer service processes. Key processes that were automated included customer query handling, operational wrap-ups, and more. The implementation was aimed at improving efficiency, reducing manual workloads, and enhancing customer experience.

Working with Robiquity, EVRi achieved £7.4 million in-year savings, and annualised benefits of over £9 million. This achievement was showcased through the successful implementation of automations that streamlined key business functions, including Customer Services Response and Wrap-up, leading to significant cost savings and operational enhancements. The combined impact of Microsoft Power Platform and Intelligent Automation not only saved EVRi millions annually but also improved efficiency, consistency, and speed in handling customer queries, enhancing overall customer satisfaction and service delivery. EVRi's experience sets a precedent for what can be achieved with the right technology and a strategic partnership dedicated to driving meaningful change and continuous improvement.