RPA Labs was chosen by Odyssey Logistics & Technology Corporation to automate client emails requesting shipment tracking information. Receiving thousands of customer monitoring requests per month necessitated time-consuming, manual work on the part of customer service employees. Odyssey wanted a solution that would relieve these high-touch responsibilities while still offering quality customer experiences.
Glenn Liao, VP of Sales for RPA Labs, said, “We’ve seen this a lot with our customers and throughout the logistics industry – A need for automation is identified, but finding the right provider can prove to be difficult. What sets us apart from other providers is that we know logistics. Our entire operations team came from logistics backgrounds, have lived through the pain points, and built solutions specifically to solve them.”
The world’s largest corporations rely on Odyssey to strategically manage their logistics operations and leverage expert customized solutions over different transportation modes. These firms are adapting to a changing logistics world, and our cooperation enables Odyssey to give more detail to them at a faster rate, keeping their supply chains moving.
Robert Boyle, Vice President of North America’s business unit, said, “We previously evaluated solutions embedding RPA into our customer experience layers, but weren’t able to find a good fit. This was mostly due to the other software solutions not being centered around the logistics operating environment.” After hearing about RPA Labs and their focus on building solutions specific to the logistics and supply chain industry, he decided to reach out.
Boyle Added, “Automating tracking requests are really just the tip of the iceberg for Odyssey. We’re excited to start looking at how we can automate other customer inquiries like quote requests, AP inquires, shipment planning status, and more with RPA Labs.”
RPA Engage, RPA Labs’ email automation product, is created with a patented blend of Robotic Process Automation (RPA), AI (artificial intelligence), ML (machine learning), NLP (natural language processing), and a built-in language library of logistics vocabulary that can answer any logistical request in seconds. This simple solution connects perfectly with email and any TMS/ERP system and can be set up in a matter of weeks. When an email is received, RPA Engage evaluates the text, initiates the associated workflow, and migrates data from the system to deliver a response back to the customer. The entire procedure is accomplished without the need for human input.