Parcelry
Last mile delivery
Nine hundred address corrections a week, none of them by hand
Support spent its mornings fixing addresses that the carrier had already flagged. Mesa closes them before anyone opens the queue.
62%
of tickets closed without a person
0
risky actions taken without approval
Runs on
Zendesk, Shopify, Slack, Datadog, PagerDuty, Linear
Before
Parcelry handled around 4,000 tickets a week, and roughly nine hundred of them were address corrections the carrier had already identified. Two people spent every morning on them.
What Mesa does
A playbook reads the carrier flag, checks the order in Shopify, applies the correction and replies to the customer. If the correction changes the delivery country, it stops and asks in Slack.
After
62 percent of all tickets now close without a person. The two people who used to do addresses moved to the escalation desk, which is where the company wanted them.
The queue used to be the first thing we looked at. Now it is the last.
Nadia Okonjo, head of support, Parcelry