Customer service response and wrap-up use case
Evri is on a mission to be the most convenient way to send, receive, and return parcels without costing the earth. Annually, Evri delivers upwards of 800 million parcels. Despite this high demand, our customer services team often have to manually review and respond to certain types of enquiries from our customers. These manual workflows and the time it takes to complete were having some efficiency impacts on the team.
They also make it difficult to manage peak-season demand and to solve these challenges and enhance customer interactions, Evri embarked on a digitalisation and automation transformation.
This project focused on enhancing the experience of Evri’s several hundred customer service colleagues dealing with inbound customer enquiries. Customer interactions are recorded on a customer relationship management (CRM) system, which is slow, complex, and not intuitive to use.
The Evri team worked with Robiquity to create a new, more intuitive frontend, so users had a cleaner, more intuitive experience when working with the system. Power Apps created a new, simplified interface while Power Automate was used to automate processes and update the underlying CRM in the background.
We've built it in Microsoft Teams because we use Teams heavily in the business. That’s ensured a consistent user experience for our customer service agents. Agents simply open Teams, and the app is ready to use. They can seamlessly collaborate with colleagues and use Teams for meetings. The ease of adoption and the seamless integration into our existing workflows have been a huge win for us.
Chris Gatrell, Head of Intelligent Automation
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Together, this has created a much more intuitive and simplified experience for customer service colleagues, enabling them to support customers faster, more consistently, and more easily. It just ticks all the boxes for us.
James Crabtree, Head of Customer Services
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The solution can manage 30,000 enquiries per week, and we can easily scale that to 100,000 as we approach our busy peak periods. Thanks to improved efficiency and speed, the phone line’s successful answer rate has risen to 91%, driven by improved agent availability and time savings across other areas.
Prior to this project, it took five weeks to train new customer service hires. We’ve now reduced the time it takes to learn the system considerably. Getting people up to speed faster and reducing the overall induction period. The training timescale has been reduced by 20% and this is purely because the system is easier to navigate and learn. Find out more
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Evri is one of the UK’s dedicated parcel delivery company, delivering more than 800 million parcels a year. The company has a mission to be the most convenient way to send, receive and return parcels, without costing the earth. Evri works with most of Europe’s top retailers, marketplaces and pre-loved sites. The roots of Evri can be traced back to Yorkshire in 1974 but the business has grown over the decades and now has a team of 8,000+ employees, 25,000+ couriers, 10,000+ out of home locations and a growing network of state-of-the-art hubs and depots. Evri has more than 3 million independent 5-star Trustpilot reviews, on-time delivery rates which surpass 99%, an average courier rating of 4.7/5, and a commitment to provide an answer for everyone following a significant investment in customer experience.
Media enquiries: prteam@evri.com