NDR resolution rate jumped from 34% to 71%.
Automated delivery rescheduling in 8 languages — at ₹3 per call. Return-to-origin dropped 52%.
The challenge
A D2C logistics platform serving 500+ brand clients was seeing a 66% NDR (non-delivery report) failure rate — the industry average. Return-to-origin (RTO) was costing brands 15–20% of their revenue. The NDR calling team of 60 agents could only work 9AM–6PM, leaving evening and next-day deliveries without follow-up. Calls happened in English and Hindi only, failing to connect with customers in Bengal, Gujarat, and Tamil Nadu.
The solution
Agni handles the full NDR resolution flow: automatically calls every failed delivery within 2 hours, in the customer's state language. Asks for availability window, confirms address, and reschedules with the delivery partner's API in real time.
For address issues, Agni guides customers through sharing their location via WhatsApp. For recipient-unavailable cases, it confirms a preferred delivery window and flags it to the last-mile partner.
Available 24/7. Eight languages: Hindi, Hinglish, Bengali, Gujarati, Tamil, Telugu, Kannada, Marathi.
“Our brand clients were churning because of RTO rates. After six months of Agni, our net revenue retention improved by 14 points. The Bengali and Gujarati language support was the biggest unlock.”
— VP Operations, D2C Logistics Platform (Delhi)
The results
NDR resolution rate went from 34% to 71%. RTO dropped 52%. Brand clients saw 12–18% revenue recovery on previously written-off orders. Cost per NDR call: ₹3 vs ₹18 for a manual agent call.
The 60-agent NDR team was redeployed to complex dispute resolution — genuinely higher-value work.
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