Case · Logistics operator, Italy
The inbox that answers itself.
An Italian logistics operator was losing days to a shared inbox. Two agents now read, sort and answer it, and the team only steps in when a decision is worth a person.
- Industry
- Logistics
- Team
- Customer operations
- Agents
- Classifier + Responder
- Live in
- 30 days
Results
Illustrative case based on real projects. Figures are representative.
Before
One inbox. Every problem in it.
Every booking change, delivery question and damage claim landed in one shared inbox. Around 600 emails a day, in Italian, English, German and French, many with PDFs attached. A team of eight spent most of the morning just deciding who should answer what.
Answers took six hours on a good day. Urgent claims waited behind routine questions, and late replies cost SLA penalties every month. Hiring more people only made the queue move sideways.
What we built
Two agents, one rule, zero new apps.
Everything runs inside the tools the team already used: Outlook, the TMS and Teams.
Shared inbox
Emails, forms and PDFs arrive as before. Nothing changes for customers.
Classifier
Reads each email and attachment, tags type, urgency and shipment, routes it.
Responder
Checks the TMS and answers status and booking questions in the customer’s language.
Your team
Claims and anything over the limit go to a person in Teams, fully prepared.
- Approval rule
- Claims and rate changes over €1,000 go to a person
- Shared memory
- Service terms, rate cards, customer history
- Connected to
- Outlook · TMS · Teams
The 30 days
From first call to live, week by week.Week by week.
- WEEK 0
Diagnose
Two days with the team. Real emails sorted by hand to learn the patterns.
- WEEK 1
Map
Access to Outlook and the TMS. Success metric signed off: time to first answer.
- WEEK 2
Build
Classifier and Responder wired in, rules written with the ops lead.
- WEEK 3
Prove
Shadow mode: agents drafted, people sent. Accuracy checked every day.
- DAY 30
Live
Agents answering on their own. Team trained. Command center on.
After
What changed.
Measured from the command center, against the metric agreed in week one.
| Metric | Before | After 90 days |
|---|---|---|
| Time to first answer | 6 hours | 4 minutes |
| Emails handled without a person | 0% | 62% |
| Time spent sorting the inbox | 3 h/day | 15 min/day |
| Claims waiting over 24 h | ~40 | 3 |
| Languages answered | 2 | 4 |
| SLA penalties per month | €3,200 | €300 |
- Time to first answer6 hours, now 4 minutes
- Emails handled without a person0%, now 62%
- Time spent sorting the inbox3 h/day, now 15 min/day
- Claims waiting over 24 h~40, now 3
- Languages answered2, now 4
- SLA penalties per month€3,200, now €300
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