How EVRI overhauled its courier-facing systems to boost customer experience
Evri chief technology officer Marcus Hunter talks through the decision making process and impact changes have had on the business.
THE FINAL mile is no longer simply the last step in a purchase – it’s often the defining moment of the customer’s whole experience with your brand. In fact, 85% of online shoppers say a single poor delivery would make them think twice about buying from the same retailer again.
At Evri, we deliver millions of parcels each year. Meeting growing demands for convenience, sustainability, and flexibility requires more than efficiency — it demands technology that empowers couriers and keeps customers informed at every stage. That’s why, working with software experts at NashTech, we have redesigned our courier-facing systems from the ground up to better serve both our people and our customers.
Predicting the unpredictable
Perhaps uniquely to the logistics sector, a lot of the factors that go into a successful delivery can be out of the courier’s – and the company’s – control. Unexpected delays caused by road closures or traffic incidents can throw even the most carefully planned schedules in jeopardy. And for customers who’ve had to change their plans to collect their parcel delivery, we know that these delays can cause a lot of frustration.
But on-road issues affect drivers too. In fact, one survey found that poor road surfaces, congestion, and unsafe driving by other road users were the top three frustrations commercial drivers experienced when behind the wheel.
While we can’t control the status of public infrastructure, the research highlights the need for resilient systems – like smarter routing technology, for example – that can work more flexibly around unexpected challenges. Doubling down on what we can control means we’re better equipped to keep deliveries on track and customers informed with the latest updates.
Putting staff first
When it comes to the wellbeing of the workforce, onboarding is often a major sticking point. Alarmingly, more than one in three couriers leave their job within the first 90 days of employment.
New hires face a steep learning curve, learning how to work with a new vehicle, unfamiliar routes and different software systems – all while under time pressure. Peak delivery periods often amplify these challenges; where businesses have had to hire quickly and at scale, it can be difficult to ensure that every member of staff is supported throughout the onboarding process.
And while 83% of commercial drivers enjoy their work, a substantial 41% say they’re likely to look for employment elsewhere within the next 12 months. It’s a clear sign that on-the-job support needs serious attention.
To build a resilient and engaged courier workforce, companies must go beyond purely the logistical aspects. Investments into parcel handling technologies are one thing, but we need to invest in the systems that support our people too.
Reframing the role of the courier
As more of the retail journey shifts online, physical delivery has become a primary interaction between brand and buyer. It’s not just about dropping off a parcel – it’s often the only human face-to-face engagement in the entire process.
That places a lot of responsibility on the courier. Their job isn’t just to get the parcel from point A to point B; they serve as ambassadors for the brand. Their professionalism and punctuality have a significant impact on how customers perceive the entire shopping experience.
If we’re to support couriers in this role then, they’ll need more than just a van and a map of where to go. They need intuitive tools with the latest updates – whether it’s the customer’s latest preference for their delivery safe place, a route change or to advise drivers it’s time to take a break. When drivers feel valued and supported, they’re more likely to provide excellent service and stay in the job longer.
Technology offers tangible gains
Technology can make or break the courier experience. While delivery firms can’t fix traffic or roadworks, they can control the quality of the systems their teams rely on every day. Yet too many couriers are still forced to contend with clunky tools that take too long, routinely having to spend twice as long at the depot trying to scan in parcels or being stuck waiting on the road waiting for a status update.
These tools can hamper productivity while putting further pressure and stress on courier teams. Instead, we should look to modern, driver-centric solutions that simplify the administrative parts of the role and let couriers focus on the delivery at hand.
This is something we’ve experienced first-hand at Evri. We recently completed an overhaul to our courier-facing technology to better align with our people’s needs – as well as those of our customers
Other elements, like building in better communication within our apps, have helped bridge the gap between couriers and operation teams. Whether it’s a last-minute delivery change or a compliance alert, quick access to information helps reduce uncertainty – especially for new drivers – and builds trust.
Working with a software expert like NashTech meant we had the freedom to tailor the solution precisely to fit our needs, rather than trying to mould ‘standard’ software to what we needed. And by rethinking and redesigning the technology at the very heart of our courier operations, we’ve not only managed to significantly increase our efficiency and compliance – we’ve also strengthened our position within the logistics sector.
Couriers are the foundation of a successful delivery. Therefore, equipping them with the right tools, training and support isn’t just a matter of productivity – it’s a critical investment. Having the right strategy and tech in place ultimately leads to happy staff and in turn, happy customers.
