How a Leading D2C Brand Recovered ₹6.9 Lakh in Undelivered Orders With Voice AI

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Increase in Hiring Quality

Time saved by recruiters

Location

Pan India

Industry

D2C

The Problem Statement

For any D2C brand shipping at scale, NDR (Non-Delivery Report) management is a silent revenue drain. Every undelivered order is a potential return, a refund, a lost customer. And the traditional fix — calling customers manually to reschedule delivery — is slow, expensive, and inconsistent.

This brand was sitting on thousands of NDRs every month. Their ops team was stretched. Reattempt confirmation rates were low. Return-to-origin costs were climbing.

They needed a better way to recover orders, not more agents.

What we Did

Rootle.ai deployed a fully automated outbound Voice AI agent to handle NDR follow-ups end-to-end — calling customers, identifying the reason for non-delivery, confirming or correcting delivery details, and capturing the preference for reattempt. No scripts handed to agents. No queue. No delays.

The PoC ran across 5 campaigns covering 3,075 orders, totalling over ₹40 lakh in order value.

The KPIs We Agreed On Before Writing a Single Script

Three numbers. Locked upfront. Non-negotiable.

Target

45%+

Contact Rate

Hover to see result

Achieved

49.3%

Contact Rate

1,517 customers reached out of 3,075 dialled across 7,808 call attempts.

Target

30%+

Reattempt Confirmation

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Achieved

35.1%

Reattempt Confirmation

533 customers confirmed redelivery. ₹6.9L in orders back on track.

Target

100%

Structured Outcomes

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Achieved

100%

Structured Outcomes

Every conversation tagged. Reattempt, cancel, callback, wrong number. Zero unresolved calls.

Target set before Campaign 1 · Measured after Campaign 5

What Made It Work

Not just calls. Structured outcomes at every step.

End-to-End Automation

Every call placed, tracked, and resolved by Voice AI — no human queue, no delay, no inconsistency across campaigns.

Real-Time Data Capture

Addresses, pincodes, landmarks, reattempt confirmations — all structured and captured mid-conversation, ready for direct CRM or logistics sync.

Intelligent Outcome Triage

Every conversation classified — reattempt, cancel, callback, wrong number, fraud flag. No untagged outcomes. No manual review required.

Escalation Handling

Cancellations, refund requests, angry customers, and fraud cases detected and escalated in real time — before a second attempt was wasted.

Retry Logic Built In

Avg 2.54 call attempts per contact. Voicemail detection, callback scheduling, and alternate number collection — all handled without agent involvement.

24×7, Zero Downtime

Campaigns ran continuously across time windows with no shift changes, no breaks, and no drop in conversation quality from first call to last.

How We Tuned the Rootle Engine

Five adjustments across five campaigns. Each one measured.

Retry
Cadence

AVG 2.54 ATTEMPTS

Adjustment 01

Retry Cadence Calibration

Campaign 1 used flat retry logic. By Campaign 2, peak answer windows were identified from the data. Retries restructured around those windows. Contact rate jumped from 50% to 58%.

Voicemail
Detection

86 DETECTED

Adjustment 02

Voicemail Detection Tuning

Early campaigns had voicemail bleed. The engine was tuned for Indian telecom carrier voicemail patterns. 86 voicemails correctly identified and logged for follow-up.

390

Wrong
Numbers

FLAGGED & LOGGED

Adjustment 03

Wrong Number Handling

Campaign 4 surfaced a 31% wrong number rate. A mid-campaign flag was raised to the ops team. Each wrong number captured and logged in real time, producing a clean CRM correction list.

Convo
Flow

UNDER 3 MIN/CALL

Adjustment 04

Conversation Flow Refinement

Transcripts were reviewed between campaigns to find drop-off points. Opening line shortened, address confirmation prompt moved earlier. Average call duration stayed under 3 minutes while resolution rate improved.

246

Escalations
Routed

REAL-TIME TO CRM

Adjustment 05

Escalation Routing

Cancellation and refund requests routed to a priority queue in the client's CRM in real time from Campaign 5 onward, ensuring the ops team could act before a second delivery attempt was dispatched.

The Outcome

More recovered orders. Cleaner delivery data. Fewer returns. Lower ops cost. And a logistics database that came out of the process significantly more accurate than it went in.

All fully automated. Zero human agents. 24×7.