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.