Evri – delivering better for customers

Evri, the UK’s biggest dedicated parcel delivery company, has implemented an intelligent automation solution to help customer service agents respond faster and more consistently to enquiries and claims.

We’ve built an app with an intuitive user interface, helping agents record the actions taken on each enquiry, as well as any next steps, more quickly and efficiently. This solution – developed, tested, and launched in just five months – has reduced the time agents spend on enquiries from 3.5-4 minutes to 1 minute, giving agents more time adding to value to customers and less time on manual admin work.

We’re currently seeing around 30,000 of these enquiries a week, but our system is scalable and can handle up to 100,000 a week during our busiest peak period. The reduction in handling time has led to further business benefits.

Fifty-five full-time agency employees (not permanent staff) left when the project went live.

We no longer require those agency resources each year, resulting in a saving of £1.6m annually.

In terms of time saved, it’s given back 441,000 hours to the business.

Customers now get an improved and even more consistent and user-friendly experience, and our CSAT score has risen from 82% to 87%.