BR COM Case - Delivery Contestation with RPA

The challenge

BR COM, seeking to continuously improve its logistics processes and customer experience, identified an optimization opportunity in delivery management. With a high volume of packages dispatched monthly, the company aimed to refine the delivery claims process which, by its nature, required considerable manual effort.

The team dedicated to this task spent significant time interacting with the Correios system, filling in information and dealing with validations, which represented an area with potential for gains in agility and accuracy. The search was for a solution that would allow BR COM to scale its claims operations more efficiently, ensuring the quality and speed necessary to maintain service excellence.

The solution

To optimize and automate the claims process, a robust and integrated RPA solution was implemented.

01. Intelligent data extraction

We created a module that daily consumes the BR COM platform API, automatically identifying tracking that requires claims. This optimizes data entry into the bot, reduces manual failures and speeds up screening. The process ensures more operational efficiency, reduces rework and provides quick responses to pending cases, improving information flow control.

02. Complete automation

The bot accesses the Correios portal, fills in all required fields and solves the CAPTCHA. If there are failures, everything is automatically recorded in a log for later manual analysis. This ensures process continuity, eliminates repetitive tasks and increases claims reliability. BR COM gains agility and efficiency when dealing with large-scale demands.

03. Gmail integration

The Gmail inbox was integrated to receive updates on open processes. All claims made are recorded in a detailed internal panel. This allows BR COM to monitor performance indicators weekly, ensuring compliance, governance and complete visibility. Centralized control improves decision making and reduces operational risks.

Results

The implementation of the Late Delivery Claims RPA brought significant gains to BR COM, transforming operational efficiency:

72x+ productivity

Time spent dropped from 433h/month to just 6h/month. Average time per claim was reduced from 2 minutes to 0.03. Automation brought scale and agility to a flow that previously required great manual effort.

-90%in cost

The savings correspond to 3 analyst salaries, with direct cuts in labor. The process, previously done manually, became automatic, eliminating repetitive steps and optimizing resources.

-95%of errors

Dramatic drops in typing errors and rework. All actions are recorded in the audit panel, with 100% traceability and compliance with IT standards. The error rate dropped from 8% to 0.4%.

3 weeksfor delivery

From kickoff to production, the project was completed in record time. The fast and structured delivery proved Verzel's technical efficiency in applying the solution and its ability to meet challenging deadlines.

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