---
type: Article
title: "RPA in Motion: Automating Real-Time Support"
resource: https://ponticasolutions.com/fr/implementation-of-an-rpa-tool/
tags: [Case studies]
timestamp: 2025-12-09T11:07:06+00:00
---

# 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.**

![](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)

**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.**

---

Source: https://ponticasolutions.com/fr/implementation-of-an-rpa-tool/

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