Packfleet
CASE STUDY

Packfleet is a UK-based parcel courier that combines fully electric, carbon-neutral deliveries with an advanced, integrated software platform. Established to transform e-commerce logistics, Packfleet offers businesses a sustainable, efficient solution for real-time delivery management and oversight.

In the fast-paced world of parcel delivery, issues arise on a daily basis - from incomplete addresses and vehicle breakdowns to damaged packages, to name a few. Packfleet was on the lookout for a reliable telephony service to support their drivers quickly and efficiently in the field.

Helen Bennie, Customer Operations Manager at Packfleet, is on a mission to determine whether certain issues frequently reported by drivers can be resolved efficiently without the need for phone support. So, in addition to a robust calling platform, they needed a system that would allow their support team to categorise the issues drivers are calling in about.

Their overarching goal is to reduce the driver contacts ratio per shipment and minimise the overall volume of support contacts. By doing so, Packfleet aims to boost the efficiency of both the drivers in the field and their dedicated support team.

Automatic call tagging

Cordless has a simple yet powerful call-tagging feature, which allows automatic conversation tagging.
Call tagging tracks Packfleet's relevant keywords and phrases, automatically tagging all calls and making a positive impact in three major areas:

• A reduction in agents' post-call work. Agents don't have to tag calls manually, freeing up their time for higher-value tasks.
• Accuracy. Auto-tagging is more reliable - agents are busy, often on back-to-back calls, and it's only sometimes possible for them to tag every call.
• Auto-tagging processes 100% of conversations. With all conversations covered, they have the maximum amount of data to analyse.

The team can group delivery issues into distinct themes, allowing them to address each theme separately and quickly identify the root cause.

With the readily available data, they can focus on solving recurring issues, whether through improving the knowledge base for drivers or implementing changes in other departments, such as the product itself.

Insights

The Insights section in Cordless allows Packfleet to see a breakdown of the delivery issues and discover recurring themes.

In-depth data helps them identify areas for improvement within the business and define the most impactful contact reduction strategies.

Integration with Packfleet’s CS ecosystem

Packfleet uses Intercom to manage all customer communications in one place. Cordless easily integrates with Intercom, automatically syncing call data from Cordless to Intercom.

With the integration, the Packfleet team sees all call activity, call details, summaries, transcripts, and voicemails directly in Intercom.

The integration also syncs Intercom contact details with Cordless, so agents can see who’s calling before they answer.

When a call starts, Packfleet support agents need to see the driver’s route in real time. Cordless provided webhooks to sync this information.

Task automation and deep insights

Cordless has helped Packfleet automate routine tasks and gain deeper insight into recurring delivery problems.

With automatic tagging, Packfleet increased tagging accuracy and achieved 100% call coverage, paving the way for developing proactive solutions to address driver challenges at the source.

In-depth Insights have allowed the Ops team to reduce the time spent on weekly tasks, such as reviewing the number of calls received from drivers and the reasons for calls.

Easier workflows

The Packfleet team is currently exploring Cordless's conversational intelligence capabilities and integrating AI into their workflows.

A great example of this is the Cordless Ask AI feature. This tool allows managers to better understand overall call resolution without manual checks.

For example, there are cases where the driver finds the right person to deliver the package to while on the call. With Ask AI, questions such as "Did the driver find the package?" can be saved to Cordless, and this will act as a prompt that covers all calls automatically, saving managers from having to check conversations manually.