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Customer Experience & First-Time Delivery
Achieve 96% First-Time Delivery Success
Eliminate the cost of failure. Ensure parcels reach the customer on the first attempt, slashing redelivery costs and silencing the call center, all powered by Escher’s Delivery Intelligence.
A failed delivery attempt is a financial disaster. You pay for the driver’s time twice to redeliver, and you pay again when the recipient calls customer support. Failed deliveries clog the network and erode customer loyalty.
Legacy delivery systems leave customers in the dark. Without accurate ETAs or in-flight redirection options, customers aren’t home when the driver arrives, leading to massive operational waste.
Delight customers and remove friction. By giving customers control over their delivery, operators can boost first-time delivery rates to 96%. The impact cascades downstream, cutting costly counter collections by 50% and deflecting up to 90% of “where is my parcel?” calls.
Customers receive a precise delivery window and can redirect parcels to a neighbor, safe place, or PUDO point in real time if they won’t be home.
Drivers receive clear instructions directly on their handheld, including photos of safe places and gate codes, reducing “unable to access” failures.
Automated SMS and email updates keep the customer informed at every step, preventing anxiety-driven support calls.
By deploying Escher’s Last Mile solution, Posts have achieved a 96% first-time delivery rate. The impact was immediate: missed-delivery calls to the contact center dropped from 100 to 10 per day during peak times, and branch collections for undelivered mail fell by half.
