We are thrilled to share that Robiquity, alongside our customers Evri, were named winners of AI/Automation Programme of the Year at the Global Sourcing Association (GSA) Awards 2025.
The flagship event which recognises excellence in sourcing and transformation took place in London on the evening of 1st October 2025.
Robiquity and Evri’s recognition celebrates a multi-year partnership focused on delivering smarter, more efficient operations at scale - combining disciplined delivery, strong governance, and a relentless focus on customer outcomes.
The challenge
Evri is the UK’s biggest dedicated parcel delivery company, delivering some 800 million parcels a year. As part of its ‘Delivering Better’ campaign, Evri set out to elevate operational excellence and customer experience - starting with how customer enquiries are handled at scale and under peak pressure.
The solution
Alongside Evri, Robiquity designed and delivered an intelligent automation solution that standardises and accelerates the way agents manage enquiries and claims.
- A streamlined agent app in Microsoft Teams captures essential details (tracking reference, customer name) and standardises inputs via dropdowns and tick boxes.
- Smart templates auto-populate customer name, tracking reference and agent sign-off, with the ability to tailor messaging to each case.
- A back-end RPA layer updates core systems (including CRM) and automates the customer email - removing manual admin and reducing errors.
Built in two phases (with a dedicated reporting wave), the solution was delivered on time and on budget, with an accelerated two-week testing window. Kicked off in November 2023, it went live in March 2024 and is now fully embedded in BAU service support. On day one, it achieved a 98% success rate across business and application exceptions.
Impact
The project has been transformational for Evri with the following results achieved:
- Handling time cut from 3.5–4 minutes to around 1 minute per enquiry - freeing agents to focus on value-add tasks.
- Scalable to seasonality: from circa 30,000 enquiries per week to around 100,000 at peak with no increase in handling time.
- Reduced reliance on temporary resourcing: 55 full-time agency roles no longer required at peak, equating to circa £1.6m annual savings (based on ~50,000 enquiries/week).
- Faster onboarding and consistency: standardised journeys mean new or seasonal agents can be productive with minimal training.
- Customer outcomes: CSAT increased from 82% to 87%. Supported by Evri’s “Answer for Everyone” goal, successful answer rate rose from 45% to 91% in 12 months (via AI chatbot and enhanced phoneline).
Partnership at scale
This award reflects more than a single implementation; it recognises the maturity and momentum of the Robiquity and Evri partnership, with over 25 automations now live across the programme and 441,000 hours returned to the business annually. The work has delivered £9 million in annualised benefits and established a sustainable automation framework that scales to peak demand and adapts to evolving use cases - unlocking significant in‑year savings and positioning Evri for long‑term innovation.
A team effort
Discussing the win, Chris Gatrell, Head of Intelligent Automation at Evri said “Winning the GSA Award is fantastic recognition for the teams at Evri and Robiquity who have worked side by side to deliver real, measurable change. It’s simpler for our customer service advisors and faster for our customers to get the answers they need. It’s even more exciting as we’re only just getting started.”
Robiquity’s COO, James Procter added “We’re absolutely thrilled to have won this award. Thank you to the GSA for the recognition. It’s a privilege to partner with the brilliant team at Evri - working side by side to deliver meaningful outcomes - and we’re excited to keep building on this momentum together. This win shows what disciplined delivery and tight governance can achieve when paired with the right technology."
Interested in how Robiquity can deliver similar results and success for your organisation? Get in touch with the team today to get started!
