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E-com substitution & last-mile exceptions

Save more orders and increase customer satisfaction. Duvo handles substitution approvals and last-mile exceptions in real-time - escalating to voice when digital channels fail.

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Ideal para:

Customer Experience

Fulfillment

Last-Mile Logistics

Resultado

Higher order completion rates, fewer cancellations from out-of-stocks, improved NPS, reduced last-mile delivery failures.

Tipo de caso (unidad de trabajo)

Substitution/Exception Resolution Case = (1 case = 1 substitution approved or exception resolved via voice + order updated + evidence stored)

Lo que ofrece DUVO

Duvo pushes substitution options through digital channels first, then escalates to voice calls when customers don't respond - capturing approval, updating order systems, and saving sales that would otherwise cancel.

Ideal para:

Customer Experience

Fulfillment

Last-Mile Logistics

Resultado

Higher order completion rates, fewer cancellations from out-of-stocks, improved NPS, reduced last-mile delivery failures.

Tipo de caso (unidad de trabajo)

Substitution/Exception Resolution Case = (1 case = 1 substitution approved or exception resolved via voice + order updated + evidence stored)

Lo que ofrece DUVO

Ideal para:

Customer Experience

Fulfillment

Last-Mile Logistics

Resultado

Higher order completion rates, fewer cancellations from out-of-stocks, improved NPS, reduced last-mile delivery failures.

Tipo de caso (unidad de trabajo)

Substitution/Exception Resolution Case = (1 case = 1 substitution approved or exception resolved via voice + order updated + evidence stored)

Lo que ofrece DUVO

Solución

Lo que ejecuta DUVO (de principio a fin)

Receives substitution trigger from OMS/WMS (item unavailable, suggested alternatives, fulfillment deadline)

02

Pushes substitution options via app notification, SMS, and email with response deadline

03

Monitors for customer response; if no response within SLA, escalates to outbound voice call

04

Voice agent presents alternatives, negotiates customer preference, captures approval or refund request

05

Updates OMS with customer decision; triggers fulfillment or refund workflow

06

Handles last-mile exceptions (missed delivery, access issues) with same escalation logic

Definición de finalización

Customer decision captured (substitution approved, alternative selected, or refund requested)

OMS/WMS updated with decision + timestamp

Evidence stored (call recording, customer confirmation)

Fulfillment or refund triggered

Definición de finalización

Customer decision captured (substitution approved, alternative selected, or refund requested)

OMS/WMS updated with decision + timestamp

Evidence stored (call recording, customer confirmation)

Fulfillment or refund triggered

Definición de finalización

Customer decision captured (substitution approved, alternative selected, or refund requested)

OMS/WMS updated with decision + timestamp

Evidence stored (call recording, customer confirmation)

Fulfillment or refund triggered

Resultados típicos que observamos

Nuestra Solución

Order save rate:

Higher percentage of orders completed vs. cancelled

Substitution acceptance:

Increased approval rate when customers are reached directly

Customer satisfaction:

Improved NPS from proactive communication

Last-mile failures:

Fewer failed deliveries from unresolved exceptions

Ejemplo de paquete de prueba reenviable

Exception register: order ID, issue type, resolution, timestamps

Call logs + transcripts + customer approvals

OMS write-backs verified (order status, substitution details)

Order save rate and revenue recovered summary

Requisitos de implementación

Acceso al sistema

OMS/WMS integration for exception triggers; customer contact data

Normativas

Substitution rules and preferences; escalation SLAs; approved call scripts

Cronograma

Go live in 3-4 weeks

Descubra el valor en sus cifras

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