Logistics / Last-mile & courier
Run the delivery desk without growing it
Evos operators work the exceptions, WISMO queries, and failed attempts on the same TMS, tracking pages, and inboxes your team uses today. They are live in 24 hours, not after a quarter of integration.
- Dispatch
- WISMO & queries
- Returns & NDR
The reality
Every delivery that goes wrong lands on a person, and the volume only goes one way.
A driver flags that a building is locked. A recipient texts back that they never got the parcel the tracking page says was delivered. A third attempt fails and the order falls into a queue someone has to read. Each one is a non-delivery report, a POD photo to check, a recipient to reach, a shipper to notify — small decisions that take two minutes each and never stop arriving. WISMO contacts alone are most of the inbound your support line ever sees, and 5 to 10 percent of deliveries fail on the first try.
The only lever anyone has ever pulled is more dispatchers and more agents. One dispatcher can babysit thirty vehicles; double the routes and you double the desk. So peak season means temps, the backlog of failed deliveries grows faster than anyone clears it, and returns pile up at the depot waiting for a disposition no one has had time to make.
The operators on the desk.
- 01
01
Delivery operations
Watches routes against SLA windows and clears the exceptions a driver throws — building access denied, no answer at the door, ETA breach — by contacting the recipient, arranging redelivery, and updating order status without a dispatcher touching it.
See the operator−55% of delivery exception handling off the team
- 02
02
Customer communications
Answers the inbound flood — where is my order, was it delivered, why is it late — by reading the tracking event and POD, working out what actually happened, and replying with the real answer instead of a canned status.
See the operator−65% of inbound contact handled autonomously
- 03
03
Returns & failed delivery
Takes the order once attempts are exhausted, reads the non-delivery report, decides reattempt versus return-to-sender, notifies the shipper, and triggers the RTO so the parcel never sits in a manual queue.
See the operator−50% of returns processing work eliminated
The after
The exception desk runs itself, and the team handles the calls that need a human
Operators clear the routine exceptions, answer the tracking queries, and process the failed deliveries on your own stack. Your people step in only when a real judgment call shows up.
- Over half of delivery exception handling comes off the dispatch team
- Two-thirds of inbound contact resolved without an agent
- Half the returns and failed-delivery work eliminated before it reaches a queue
The operators in detail.
What each does, its purpose, and the performance you can expect. See the full catalogue.
3 / 3 operators
| № | Operator | Industry | Sub-industry | Description | Purpose | Exp. performance | Example |
|---|---|---|---|---|---|---|---|
| 001 | Delivery operations | Logistics | Last-mile & courier | Owns route execution, driver coordination, and delivery resolution end to end | Deliveries completed on time without dispatcher intervention | −55% of delivery exception handling off the team | Driver cannot access building — contacts recipient, arranges redelivery, updates order status |
| 002 | Customer communications | Logistics | Last-mile & courier | Owns inbound customer queries, delivery updates, and complaint resolution end to end | Customers resolved without agent escalation | −65% of inbound contact handled autonomously | Customer reports non-delivery — investigates POD, determines outcome, responds and closes |
| 003 | Returns & failed delivery | Logistics | Last-mile & courier | Manages failed attempts, return-to-sender, and redelivery scheduling end to end | Failed deliveries resolved or returned without manual queue | −50% of returns processing work eliminated | Three failed attempts logged — determines disposition, notifies shipper, triggers return |
Point them at your TMS and tracking inbox
Evos operators are working your delivery exceptions within 24 hours, on the systems you already run.