90% fewer support queries — a fulfilment business that communicates automatically
A fulfilment business was manually sending tracking updates to customers via email. We automated the entire chain — from dispatch to delivery — so customers get real-time updates and the team gets their time back.
The Challenge
The ops team was sending hundreds of tracking emails per week by hand — copying order numbers, pasting tracking links, and personalising messages one by one. 'Where's my order?' queries were their most common support ticket, consuming 6–8 hours of the team's week and creating a poor customer experience.
What We Built
We built an event-driven automation that triggers at every key point in the order journey: dispatch, out for delivery, delay, and delivery confirmation. Each event fires a personalised, branded email automatically. The system integrates with their existing courier API and order management system — no extra logins, no manual steps.
The Outcome
Within the first month, inbound support queries dropped by 90%. The ops team reclaimed 6+ hours per week. Customer satisfaction scores on the post-delivery survey improved, with several customers specifically mentioning the proactive communication.
Highlights
- Auto-triggers on dispatch, delay, and delivery events
- Personalised emails sent without any manual input
- Reduced inbound support queries by 90%
- Integrates with existing courier and order management systems
Tools used
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