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all types

• Driver rejected order
• Driver no show
• Driver rating dropped below 3.5

Last-mile delivery company decreased order cancellations by quickly surfacing and resolving driver performance issues.

Companies working with several hundreds of internal or 3rd party riders.

• More than 5 drivers waiting at vendor
• Less than 80% of orders ready for delivery
• Driver with more than 4 orders

LATAM ecommerce company identified and resolved bottlenecks in the supply chain before they caused larger delays.

Businesses having complex supply chains with several external players in it.

• Zone with less than 80% fill rate
• 20% more orders than expected
• More than 10% no show rate

European grocery delivery company managed unexpected drop in supply or increase in demand on a micro-geography level.

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Companies having dozens of delivery areas or delivery routes and want to optimise them.

• Driver not applied to interview
• Missing documents from driver
• First day reminder

Last-mile delivery company improved the driver onboarding conversion rate by monitoring the status of each applicant.

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Business having to hire hundreds of drivers in a year.

• Order with out of stock product
• Low stock - less than 3 days of stock
• Unusual stock movement

MENA ecommerce company proactively restocked popular items based on monitoring stock level, and with that avoided lost revenues.

Companies not having automated restocking flows and offering hundreds of products.

• Expiry date within 5 days
• Expiry date shorter than days of stock left
• Missing expiry date

LATAM ecommerce company monitored expiry dates and proactively launched deals in order to avoid shrinkage.

Companies offering large amount of perishable products.

• 20%+ price change
• Missing or wrong VAT rate
• 50%+ WoW increase in products sold

European grocery delivery company detected pricing errors to avoid revenue leakage (too low price) and compliance issues (missing VAT).

Businesses having dozens of category managers empowered to edit pricing.

• No picture uploaded
• Missing description (compliance issue)
• 30% drop in number of products in offering

Grocery delivery company detected missing pictures and descriptions among thousands of products to increase conversion and avoid compliance issues.

Companies having thousands of regularly updated or changing products.

• 20%+ decrease in margin
• Negative margin
• Higher than 50% margin and lower than 100$ weekly sales

European ecommerce company alerted their category managers to revise listing of certain products to improve overall sales margins.

Companies working with dozens of category managers and offering thousands of products.

• Low (<3) rated orders
• Low (<3) CSAT rating
• More than 0.5 drop in ratings WoW

US healthtech companies reacted to low CSAT ratings within minutes and significantly improved customer experience.

Companies having high value transactions where immediate reaction is essential.

• 3+ min average resolution time
• Low (<3) CSAT score for agent
• Less than 50% tickets picked up within a minute

CEE shared service center proactively trained their worse performing agents and increased overall performance of teams.

Companies managing hundreds of agents whose performance metrics are monitored.

• 10+ waiting customer in channel
• Less than 80% response rate within a day
• 20%+ WoW increase in tickets

CEE shared service center live optimised agent allocation across channels to avoid long waiting times.

Businesses offering 5+ customer service channels.

• Email not answered within 14 days
• Agent with <70% quality score
• Agent with more than 3 complaints within a week

US insurtech company ensured that all claims and tickets are answered within the regulatory deadlines.

Businesses working in regulated industries or being in focus of regulatory bodies.

• Out of stock in order
• 30+ minutes delivery delay
• Return requested by customer

Food delivery company proactively informed customers about delays, decreasing contact rate and increasing customer satisfaction.

Companies where avoiding customer churn in critical for success.

• Unbilled order for transaction more than 3 days ago
• Billed amount does not match transaction amount
• Bill run error

Food delivery company detected unbilled commission fees and with that avoided revenue leakage.

Companies having thousands of transactions and complex billing processes.

• New transactions with chargeback need
• Chargeback case open for more than 3 days
• Chargeback amount does not match billed amount

Global ecommerce company automatically generated chargeback cases in agent ticketing system to accelerate process.

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Businesses having lots of cancellations or return requests.

• Incoming payment does not match invoice amount
• Unpaid invoice for more than 7 days
• No matching invoice for transaction

European classifieds company monitored active clients without an invoice in an active period

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Companies receiving hundreds of supplier invoices in which the items are regularly changing.

• Claim not received for more than 7 days
• Incoming payment does not match claim amount
• No response to claim request for more than 30 days

US healthtech company monitored if all treatment claims have been correctly paid by insurers.

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Businesses working with insurance providers or other 3rd party financing companies.

• Transaction flagged with fraud risk
• Transaction stopped due to fraud risk
• More than 1% fraudalent transaction per day

Latam ecommerce company flexibly defined fraud detection conditions to optimise conversion vs. fraud ratio.

Companies with thousands of daily transactions and that are prone to fraud.