A bad day on the road becomes a worse day on the phones
Every failed delivery generates inbound contact hours later, just as your operation is at full stretch. The days the network is under most stress are the days oversight quietly disappears.
Logistics & Delivery
Answer "where's my parcel?" before the phone rings.
Most delivery operations review a handful of calls per agent per month. SystemsX analyses 100% of your customer interactions, every tracking call, every claim, every complaint, so quality stays visible on exactly the days your network is under the most pressure.
Parcel & courier networks
Freight & haulage
Last-mile delivery
Third-party logistics (3PL)
Postal & national delivery services
Every caller has already been let down
Callers reaching a delivery operation are rarely neutral. Handling the twentieth frustrated caller with empathy takes more than staffing, and you can't coach what you never hear.
Most of your contact is avoidable, but you can't see which
Customers warned of a delay before they waste a day don't call. Every avoidable call removed is a saving, but knowing which proactive comms prevent contact needs real insight.
Claims conversations carry real financial exposure
Claims demand accurate information, correct expectations and precise documentation. A poorly handled claim costs real money. In B2B freight, the client relationship rides on it too.
Peak season multiplies everything
Peak events compress months of volume into weeks, with temporary staff drafted in when tolerance is lowest. Inconsistent answers spike exactly when sampling can't catch them.
One question, a dozen different answers
Across sites, shifts and multiple retail clients, keeping tracking guidance and compensation rules consistent is a daily battle. Agents relaying live depot information have no room to guess.
How SystemsX helps
Measure every contact, deflect the avoidable ones, keep every promise.
Four products, each complete on its own, far more powerful connected, built for high-volume delivery operations: smart alone, powerful together.
Full QA coverage that holds through your busiest day
Sense scores every interaction against criteria you define, tracking accuracy, claims adherence, resolution options, with Compliance, Empathy, Behaviour and CXS recognising outcome and difficulty. For 3PLs, client-specific scoring gives each retail client clear visibility.
- Every call, chat and email scored automatically, peaks included
- Empathy and complaint handling measured on every difficult contact
- Callback and resolution promises tracked to completion
- Client-specific QA views for 3PL accounts
Find the avoidable contact before it reaches the queue
Intelligence captures and structures what customers say, showing the issues behind your volumes. See which failures, missed slots, depot delays, damage, drive the most calls, and what would have prevented them. For B2B, it surfaces recurring client concerns early.
- Avoidable contact identified by type, cause and volume
- Failure-to-call patterns mapped across the whole operation
- Recurring B2B client concerns surfaced early
- Evidence base for proactive communication and routing changes
Update a policy once; every site has it instantly
Knowledge holds tracking guidance, redelivery and claims processes and compensation rules in governed libraries, change it once and every agent has it instantly. Seasonal staff answer like the core team, and it surfaces in context from your CRM.
- Redelivery, claims and compensation rules in one governed source
- Client-specific policy structures for multi-client operations
- Temporary peak staff answering as accurately as the core team
- Surfaced in context from your CRM, order and tracking systems
Deflect the routine; get ahead of the delay
AI Agents handle tracking, status updates, redelivery scheduling and FAQs across every channel, taking surge-day volume that needs no human. They also run proactive outbound ahead of a known delay. Every callback is kept, and every interaction is scored by Sense like a human one.
- Routine tracking and redelivery contact handled end to end
- Proactive outbound before the delay generates an inbound call
- Every callback commitment executed automatically
- Scored by Sense to the same standard as human agents
100%
of customer interactions analysed, not a monthly sample
55%
of supervisor hours saved per week through automated call analysis
85%
improvement in quality call scores post-coaching
300+
team members working from one platform
Frequently asked questions
Have more questions?
Tell us about your network, your volumes and your peak, we'll show you how it fits.
Into a private system, governed by you, not a public consumer LLM. Your interaction data, scoring criteria and knowledge content stay within your environment, and SystemsX is AI-agnostic: underlying models can change, but your data, configuration and controls remain yours.
Peaks are the point. Sense scores 100% of interactions whether you handle a thousand contacts a day or twenty times that, so oversight doesn't thin out when volume multiplies. AI Agents absorb routine tracking and redelivery contact during surges, and Knowledge gives temporary staff the same trusted answers as your core team from their first shift.
Yes. Sense supports client-specific quality scoring so each client gets visibility into how their account is handled, and Knowledge supports client-specific content structures so agents only see the policies and brand standards for the contact in front of them, the same multi-client model used in BPO environments.
Knowledge integrates with your existing CRM, order management and tracking platforms, surfacing the right information in context so agents aren't navigating multiple systems mid-call. Metrics, compliance rules, tags and agent behaviour are all configured per business, it fits your operation, not the other way round.
Sense scores every claims conversation for process adherence, accurate information gathering and correct expectation-setting, not just the ones already in dispute, while automated summaries keep documentation complete. Knowledge holds your claims procedures and compensation entitlements in one governed source, so every agent follows the same process on every claim.
Yes, every interaction an AI Agent handles is scored by Sense against the same QA, compliance and customer-experience criteria as your human team. You get one consistent view of quality across the whole contact operation, whoever or whatever handled the conversation.
Logistics & Delivery
See what 100% visibility looks like on your busiest delivery day.
A 30-minute walkthrough with a specialist, shaped around your network, contact types and peak, on real workflows, with no commitment. Or talk to us about your use case.