Q&A: Evri's CTO on Reimagining the Courier Experience

The final mile has always been the hardest part of the delivery journey – but it's also arguably the most important. As online shopping expectations continue to rise, the pressure on couriers to deliver not just parcels, but positive brand experiences, has never been greater. 

Here, Marcus Hunter, Chief Technology Officer at Evri, discusses how one of the UK’s leading dedicated parcel delivery companies is reimagining the courier experience to drive excellence.

Why has the final mile become such a critical focus for retailers and delivery firms?

In the high-stakes world of parcel delivery, the final mile is where reputations are made – or lost. In fact, some 85% of online shoppers say they would avoid repurchasing from a retailer after just one bad delivery experience.

With customer expectations rising in every dimension of delivery, from the desire for more sustainable packaging options through to better flexibility on timeslots, businesses are under increasing pressure to ensure that every experience delights.

We often think of delivery as a digital process, but you argue the human element is more important than ever. Why?

With so much of the ordering process happening digitally, item delivery has now become a key customer touchpoint. It’s when customers first get ‘hands-on’ with the product – and often, the first and only human interaction in the entire transaction.

It’s crucial, then, for delivery companies to recognise that the couriers’ job isn’t just to get a parcel from point A to point B – they’re the face of the brand. In order to give customers the best possible experience, delivery drivers need to be equipped with the tools to do their job effectively.

What are the biggest challenges currently facing couriers on the road?

Plenty of issues can arise day-to-day that are completely outside of the courier’s – and the company’s – control. For instance, a delay caused by a road traffic accident or unexpected road works isn’t something firms can address. 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."

Another hurdle is onboarding. New couriers often need extra support as they get to grips with unfamiliar routes, protocols and technology. A poor onboarding experience puts both satisfaction and retention at risk – with research finding more than "a third of driver turnover happens within the first three months".

How is Evri using technology to mitigate these frustrations and support driver retention?

Technology is a powerful enablement tool. Building in smarter technologies like route optimisation can help to transform that experience. These tools allow couriers to respond dynamically to road issues and adjust their journey in real-time, keeping deliveries on track and customers happy.

Improved internal communication, such as instant messaging, ensures drivers receive timely updates – whether it’s changes to a delivery address or a new procedure. Clear communication helps to reduce uncertainty and gives drivers a vital support channel.

You recently partnered with NashTech to overhaul your courier applications. What was the goal of that collaboration?

We recognised the opportunity to improve the courier experience by transforming the technology our staff rely on daily. Partnering with custom software developer NashTech allowed us to reimagine our courier-facing applications, with the goal of making our delivery services faster and more compliant while maintaining Evri’s position as a great place to work.

Working with a partner like NashTech meant we could tailor the solution precisely to the needs of the business and our customers, rather than trying to mould standard tools into what we needed.

Ultimately, how does investing in the courier experience translate to business success?

Couriers are the beating heart of any delivery firm, and giving them the tools and training they need to thrive is vital.

By investing in courier-facing applications and support systems, logistics companies can benefit from improved compliance and staff engagement – ultimately driving happy couriers and in turn, happy customers.