With increased competition in the £4 billion UK express parcel marketplace, Parcelforce Worldwide faced pressure to improve the quality of service for customers while reducing costs. The provider delivers 150,000 parcels a day, requiring a vastly complex and dynamic system to support it. The provider’s basic email package was not able to handle volumes reaching up to 50,000 emails a month. Given the time-constrained nature of the business, it’s imperative that emails are answered promptly and effectively.