Company Profile
Company Type
Last-mile delivery service
Team Size
20-100 employees
Industry
Logistics
Key Challenge
Struggling with inefficient manual customer onboarding processes that were slowing growth and increasing operational costs. Their primary concern was delivery time accuracy.
Tools Connected
The Challenge
Onboarding was this last-mile delivery service's Achilles heel. Despite having a solid logistics product and 20-100 employees, new customers were falling through the cracks during the critical first 30 days. The onboarding process relied on a patchwork of spreadsheet checklists, calendar reminders, and manual email sends that broke down at any meaningful scale.
The impact on retention was severe. Customers who completed onboarding within 14 days had a 92% retention rate at 6 months, but only 40% of customers hit that benchmark. The rest were left to figure things out on their own, with predictable results: 22% churn within 90 days. Each churned logistics customer represented $8,000-$15,000 in lost annual revenue, making onboarding failures one of the most expensive problems in the business. The team knew what good onboarding looked like — they just couldn't execute it consistently at scale.
The Solution
Arahi AI provided the automation backbone this logistics team needed. They deployed a multi-agent workflow that breaks the customer onboarding process into discrete, automated steps — each handled by a specialized AI agent. The first agent monitors triggers from ShipStation and Google Sheets. The second agent analyzes and processes incoming requests using logistics-specific business logic. The third agent executes actions across connected tools and notifies team members via Airtable.
The beauty of the no-code approach was speed of implementation. The team had their first agent live within 90 minutes, and the full customer onboarding workflow was operational within a single afternoon. They used Arahi AI's template for logistics customer onboarding as a starting point, customized the business rules to match their specific process, and connected their existing tool stack without writing a single line of code. Within the first week, the agents had processed over 200 customer onboarding instances with 99%+ accuracy — more than the team typically handled in a month.
The Results
Measurable improvements across key logistics customer onboarding metrics.
Time to First Value
76% faster
Before
21 days
After
5 days
Onboarding Completion Rate
45% improvement
Before
65%
After
94%
60-Day Churn Rate
78% reduction
Before
18%
After
4%
CS Team Time on Onboarding
64% freed up
Before
70% of capacity
After
25% of capacity
Customer Satisfaction (CSAT)
44% increase
Before
3.2/5
After
4.6/5
“The ROI was almost immediate. Within the first month, our customer onboarding throughput increased by over 300% while our error rate dropped to near zero. For a logistics business of our size, that translates directly to the bottom line. Arahi AI paid for itself in the first week.”
Operations Director
Last-mile delivery service
Key Takeaways
The most important lessons from this logistics customer onboarding automation project.
Automating customer onboarding in logistics delivered immediate, measurable results: faster processing, higher accuracy, and lower costs.
The key to success was connecting existing logistics tools to AI agents rather than replacing the entire tech stack.
24/7 automated processing eliminated backlogs and ensured consistent service quality regardless of volume fluctuations.
Starting with a pre-built template and customizing for logistics-specific requirements dramatically reduced time-to-value.
Implementation Timeline
From zero to production in Half a day — here's how they did it.
Step 1: Mapped the existing customer onboarding workflow
Documented every step of the current manual customer onboarding process, including decision points, exceptions, and handoffs between team members. Identified which steps could be fully automated versus those needing human oversight.
Step 2: Built the automation in Arahi AI
Used Arahi AI's no-code builder to create the customer onboarding workflow: connected ShipStation and UPS API as data sources, configured AI decision logic for logistics-specific requirements, and set up automated actions and notifications.
Step 3: Parallel run with manual process
Ran the AI agents alongside the manual process for one week to compare outputs. The AI matched or exceeded human accuracy on 98% of customer onboarding instances, with the 2% of edge cases automatically flagged for human review.
Setup Time
Half a day
AI Agents
3 AI agents
Tools Connected
5 integrations
Frequently Asked Questions
Common questions about automating customer onboarding in logistics.
Related Case Studies
Explore more AI automation success stories.
More Logistics Case Studies
Customer Onboarding in Other Industries
This case study represents a typical customer scenario. Individual results may vary.