RPA in Motion: Automating Real-Time Support

Pontica partnered with a European last-mile logistics leader to automate critical parts of their customer operations, reduce manual workload, and accelerate handling time through a tailored RPA strategy.

Our Client

A high-volume, fast-paced last-mile delivery provider, operating across Europe. With constant demand, real-time issue resolution, and a large partner ecosystem, the company needed a more efficient and scalable operational model.

The Challenge

In last-mile logistics, every second counts. To sustain service speed and reduce inefficiencies, the company needed a smart automation layer embedded directly into their CX operations. The client faced:

• Heavy manual intervention slowing down support workflows.
• High operational volume leading to repetitive tasks and resource strain.
• The need to maintain seamless customer experience while reducing team workload.
• An absence of automation tools capable of handling real-time assignments and inquiries.

Impact

Pontica designed and implemented a customized RPA framework combining chatbot automation and a Round Robin assignment system. This streamlined task distribution, minimized repetitive manual work, and significantly improved handling time, allowing the client to operate faster, leaner, and with greater consistency across their support channels.