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Odyssey automates email with RPA Labs

Feb. 14, 2022
Logistics company turns to robotic process automation to answer tracking requests as ‘tip of the iceberg’ for customer inquiries

Odyssey Logistics & Technology Corporation recently selected RPA Labs to automate customer emails that request shipment tracking details.

Receiving thousands of customer tracking inquiries every month previously required time-consuming, manual work from customer service teams, Odyssey said. So the company sought to identify a solution that would alleviate these high-touch tasks, while still providing best-in-class customer experiences.

Now more than ever, leading companies rely on Odyssey to strategically manage their logistics operations, and benefit from tailored solutions across multiple transportation modes. These organizations are adapting to the changing logistics landscape and this partnership empowers Odyssey to provide more detail to them, at a speed that keeps their supply chains moving.

“We previously evaluated solutions embedding RPA (robotic process automation) into our customer experience layers, but weren’t able to find a good fit,” said Robert Boyle, vice president of North America’s business unit. “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 for the logistics and supply chain industry, he decided to reach out.

According to Statista, the RPA industry is expected to be worth more than $13 billion by the year 2030. With the rising popularity of applying automation to optimize business operations, there will continue to be a surge in companies bringing solutions to the table.

“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,” said Glenn Liao, VP of sales for RPA Labs. “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.”

RPA Labs says its email automation solution, RPA Engage, is built with a proprietary combination of RPA, AI (artificial intelligence), ML (machine learning), NLP (natural language processing), and a built-in language library of logistics terminology that is able to answer any logistics inquiry in seconds. This simple solution integrates seamlessly with email and any TMS/ERP system, and can be implemented in weeks. The moment an email is received, RPA Engage analyzes the content, triggers the corresponding workflow, and migrates data from the system to send a response back to the customer. The entire process is completed without human intervention.

“Automating tracking requests is really just the tip of the iceberg for Odyssey,” Boyle said. “We’re excited to start looking at how we can automate other customer inquiries like quote requests, AP inquires, shipment planning status, and more.”

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BT staff