EVRi, the UK's largest parcel delivery company, and Robiquity, a leading provider of Intelligent Automation solutions, have come together in a transformative partnership that has redefined operational efficiency and customer service excellence. The remarkable case study showcases how collaboration between EVRi and Robiquity has driven substantial benefits and set a new standard for process automation in the industry.
EVRi faced significant challenges in handling customer queries and operational processes during peak seasons, leading to increased costs and longer handling times. In response to these challenges, EVRi engaged Robiquity to implement Intelligent Automation (IA) using the Microsoft Power Platform, aimed at streamlining and automating complex, repetitive tasks in customer service operations.
The results of this partnership have been nothing short of exceptional. EVRi realised £7.4 million in-year savings and annualised benefits exceeding £9 million, demonstrating the power of automation in driving efficiency, reducing manual workloads, and enhancing customer experience. By automating key processes such as customer query handling and operational wrap-ups, EVRi was able to save 441,000 hours per year and significantly improve operational efficiency.
Chris Gatrell, Principal Intelligent Automation Manager at EVRi, remarked, "There's still so much potential for process automation to deliver additional value. We've already deployed 20 automations, with more in progress, and have delivered £6.4 million in benefits this year alone. With a £1 million investment, we're seeing an annualised return of over £8 million."
The success of this partnership exemplifies what can be achieved when organisations harness the power of technology and strategic collaboration to drive meaningful change and continuous improvement. This case study serves as a testament to the value of intelligent automation in unlocking operational excellence, enhancing service delivery, and achieving significant cost savings.
