🚚Logistics & Mobility🇳🇬 Pan-African
Every package, every rider, one platform.
A last-mile logistics network coordinates 14,000 riders and 90,000 daily deliveries with Africall — handling customer support, rider onboarding and incident escalation.
14k
Riders supported
90k
Daily deliveries
−52%
Rider churn
<3 min
Incident response
The challenge
What wasn't working
Rider churn was high. Customers couldn't reach support. Incidents (accidents, theft) escalated slowly.
The Africall setup
What we configured
- Rider onboarding via WhatsApp with KYC and gear-issue tracking.
- Customer support in 6 languages with delivery-aware routing.
- Incident hotline with priority routing to safety team and partner insurers.
Modules deployed
AI Agents Voice & Calls Omnichannel Inbox Workforce Ticketing
Channels
WhatsApp Voice Driver app
Languages
English French Pidgin Yoruba Swahili Portuguese
Customer journey
How it flows, end-to-end
- 1Rider signs upWhatsApp onboarding + KYC + gear dispatch.
- 2Customer issueAI handles 70%, escalates rest with full context.
- 3Incident escalationSafety team + insurer alerted in seconds.
- 4Performance loopRider scorecards drive coaching.
"Our riders feel supported. Our customers feel heard. Both retention curves went up."
Chuka E.
Head of Operations · Safiri Logistics
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