Case Study: Expert Logistics achieves 99.6% service levels and fewer failed deliveries with Alvaria's Proactive Engagement Suite

Expert Logistics - Customer Case Study

Expert Logistics is a Crewe-based home delivery specialist operating 24/7 with eight outbases and more than five million annual deliveries for appliance retailers such as ao.com. With a small 10-person contact centre and a commitment to four-hour delivery windows plus white-glove services, the company struggled to proactively notify customers: its legacy notification tool couldn’t send tens of thousands of messages quickly enough, driving failed deliveries, extra costs and unhappy customers.

Expert Logistics implemented the cloud-based Aspect Proactive Engagement Suite to send automated voice and SMS notifications (integrated with its delivery scheduling and driver PDAs), triggering morning confirmations and hour‑ahead alerts. The change cut inbound calls and failed deliveries, preserved near-100% system uptime while sending ~40,000 messages weekly, boosted online reviews, and helped the firm hit internal service levels of 99.6% without extra hardware or headcount.

Expert Logistics

Lynne Wood

Head of Customers