Every parcel,
intelligent.
Each shipment evaluates its own state against your rules, including custom AI logic, and acts. Without requiring integrating into your systems. And without human operators in the loop.
The parcel learns. The parcel decides. The parcel acts.
Magical moments, one parcel, no additional software or programming in the loop.
A shipment triggers its own customer experience as it moves. The SMS, the branded tracking page, and the AI voice call below were all triggered by Relay reading the carrier scan stream in real time and running your rules — no operator pressed send, no system needed to be integrated.
Out for delivery in Cleveland today. Tap to track →
Ordered · Shipped · Out for delivery · Delivered
Each parcel runs its own intelligence.
Relay turns every shipment into a decision-making unit. It evaluates state — carrier scans, dwell, geo, weather, your business rules — and triggers the right action: a branded message, an AI call, an internal escalation, a replacement order. The whole cognitive loop happens per parcel, in real time, without engineering, and without integrating into your systems.
Each parcel learns.
Your rules form the decision baseline — milestone detection, dwell thresholds, exception triage, recovery triggers. For complex cases, drop in a custom Lambda function that calls any AI model and returns the action. The shipment uses the answer. Every parcel is a small cognitive engine running on your terms.
Each parcel decides.
Decisions become actions: SMS, email, branded tracking page updates, AI voice calls, replacement orders, internal escalations. Your ops or CX team builds and edits the workflows. No engineering tickets. No integration into your ERP, WMS, or TMS — Relay sits alongside them, not inside them.
Each parcel acts.
Works alongside whichever carriers you already ship — FedEx, UPS, OnTrac, CDL, USPS, DHL, and your regionals. Cryptic carrier scan codes get normalized into a single event taxonomy, so your rules and AI logic work the same regardless of who's holding the package.
Carrier normalization
Cryptic carrier scan codes mapped to a unified event taxonomy across every carrier you ship.
SMS & email events
Branded transactional messages firing on milestone, delay, exception, or POD — with deep-linked tracking.
AI voice agent
Natural-voice outbound calls for delivery NPS, escalations, recoveries — your script, your voice, your brand.
Branded tracking pages
Hosted on your domain. Your styling, your CTAs, your products. Recapture every "where is my order?" view.
Workflow engine
Visual trigger-and-action builder. If-this-then-that for parcels — built for ops, not engineers.
Risk & exception detection
Weather, dwell, geo, and SLA risk alerts fire the moment a shipment trips a threshold — before the customer notices.
POD & chain of custody
Capture, archive, and surface delivery confirmations with photo, signature, geo, and timestamp.
API & webhooks
Stream every parcel event to your data warehouse, CDP, or downstream systems. Open API for deep integration.
Bad delivery is the most expensive thing you don't measure.
Most CX teams know if their NPS dipped. Almost none can tell you what bad delivery is costing them per quarter — because the customers it hurts most never complain. They just leave.
A real workflow, end to end.
Below is one of dozens of customer-built workflows running in production today. The trigger is a carrier scan event. The actions are conditional, branded, and 100% no-engineering.
Branded SMS sent immediately. Includes deep link to a hosted tracking page on the customer's own domain.
Tracking page updates with current ETA. No customer-initiated action needed. If carrier scan is missing > 36hr, an exception event fires automatically.
Customer receives a same-day arrival window SMS. Ops team sees real-time on-route status across all 35K active parcels.
Storm system delays delivery. Relay detects the dwell, fires a recovery message with a 15% off coupon — before the customer asks "where is it?"
Carrier marks delivered. Photo POD captured and archived. AI voice agent calls within 30 minutes asking the customer to rate the experience 1–10. Score < 7 routes to a live CX agent.
If NPS scored ≥ 9 and product category is consumable (e.g. skincare), Relay fires a personalized reorder email with a 10% reward and the same SKU pre-loaded.
Where the money actually goes.
A single failed delivery doesn't just cost you one customer. It opens four separate revenue leaks at the same time — silent churn, support cost, wasted acquisition spend, and reputational damage. Each one is measurable. Each one has citable benchmarks. Together they define the recoverable opportunity.
Silent churn
Customers don't complain — they just stop buying. The 50% who churn after a bad delivery are nearly all invisible to your CSAT and review systems, because 96% of unhappy customers never complain at all.
Show the math
Failed deliveries / yr ×
Churn rate (≈50%) ×
Customer LTV
WISMO support cost
Every time a customer contacts you to ask "where is my order?" you spend $3–$22 per contact handling a question proactive notifications would have answered for free. WISMO is 30–50% of all support volume — and it spikes during the moments your delivery is already failing.
Show the math
Annual orders ×
WISMO contact rate (≈10%) ×
Cost per contact ($5–$8)
Wasted CAC
You spent $50–$130 to acquire each customer. When delivery breaks, you have neutralized the entire acquisition investment for the half who churn. CAC has risen 60% in five years. Every failed delivery is a paid-traffic dollar set on fire.
Show the math
Failed deliveries / yr ×
Churn rate (≈50%) ×
Blended CAC
Word-of-mouth damage
Each unhappy customer tells 9–16 other people. 13% tell 20+. 61% write a public review. Bad reviews stop 40% of prospective buyers — multiplying the cost of every silent churn into your future acquisition funnel.
Show the math
Failed deliveries / yr ×
Avg ppl told (≈12) ×
Conversion suppression
Calculate your monthly leak.
Enter your real numbers. The model uses published industry benchmarks for every default. Every assumption is cited and adjustable.
Your numbers
Adjust any input. The model recalculates instantly.
Annual revenue at risk
The compounded annual cost of unnoticed delivery failures across silent churn, WISMO support, wasted CAC, and reputational drag.
What your business gains.
Four categories of outcome, each measurable, each tied to a business metric your finance team already tracks.
Retention.
Every tracking visit becomes a branded touchpoint.
Your customer checks four times per order. With Relay, all four are yours — not the carrier's. Repeat visit rate compounds your CLV.
Recovery.
Bad experiences caught before they churn.
AI captures delivery NPS on every shipment. Low scores route to coupons or live agents — automatically. Recoverable churn stops being silent.
Prevention.
Issues resolved before the customer sees them.
Weather, geo, and dwell alerts fire the moment risk appears. Replace, reorder, or reach out first. WISMO volume drops 35–50%.
Velocity.
New experiences launched in an afternoon.
Try a workflow. Test a message. Change a trigger. Any carrier. No engineering. No waiting. Your ops team becomes a product team.
Other tools solve a slice. Relay solves the system.
Most parcel tooling vendors sit in one of three lanes — shipping APIs, branded tracking, or enterprise visibility. Relay is the orchestration layer that ties them together, programmable by your ops team without engineering.
Comparison reflects publicly available product positioning as of April 2026. Vendor capabilities evolve; verify with current vendor documentation before final selection. Full = native capability. Partial = available but limited or via integration. — = not in product.
Three ways to ship Relay.
Start with proven workflow templates. Move up when your ops team wants to build their own. Run dedicated when scale, security, or compliance demands it. Pricing scales with parcel volume — talk to us for a tailored quote.
Basic Workflows
Get the moments live this week. Use our pre-built workflow templates out of the box.
- Carrier-agnostic tracking ingestion
- Branded tracking pages on your domain
- SMS & email transactional events
- Pre-built workflow library (10+ templates)
- Standard event taxonomy & webhooks
- Basic reporting dashboard
- Self-serve setup with documentation
Custom Workflows
Your ops team becomes a product team. Build, test, and ship workflows in an afternoon — no engineering.
- Everything in Basic, plus:
- Visual workflow builder (custom triggers + actions)
- AI voice agent (configurable script + voice)
- Risk & exception detection (weather, dwell, geo)
- Conditional branching & A/B testing
- Branded tracking page customization
- Open API access & deep integrations
- Dedicated onboarding specialist
Enterprise
Dedicated infrastructure, white-glove implementation, and custom contractual posture for high-volume or regulated shippers.
- Everything in Custom, plus:
- Dedicated single-tenant infrastructure
- SOC 2 Type II + custom security review
- EU / regional data residency options
- Custom SLAs with financial guarantees
- Cold-chain & regulated-vertical packages
- White-glove implementation & integration
- Named technical account manager
How pricing works. All tiers are volume-based — what you pay scales with the parcels Relay is intelligent on, not seat licenses. No implementation fees on Basic or Custom. Month-to-month available; annual commitments unlock discounts. Get a tailored quote on a 30-minute call.
Answered.
What carriers does Relay support?
FedEx, UPS, OnTrac, CDL, USPS, DHL, and most regional carriers in the US, plus international carriers via partner integrations. Relay layers on top of your existing carrier contracts — no carrier switching required.
Do we need engineering resources to deploy?
No. The visual workflow builder is designed for ops and CX teams. Most customers build and ship their first three workflows within an afternoon. We do offer API and webhook access for teams that want deeper integration with their data warehouse or CDP.
How long does implementation take?
If you already track shipments via supported carriers, Relay can run on your data within 24–72 hours. The first production workflow typically goes live in week one. Full coverage of your shipping volume usually takes 2–3 weeks.
What's the data security & compliance posture?
SOC 2 Type II certified. CTPAT-aligned for any cross-border programs. Carrier scan data is encrypted in transit and at rest. We never sell, share, or use customer data for any purpose other than your account. EU shippers can opt for EU-region data residency.
How does pricing scale?
Three tiers — Basic Workflows, Custom Workflows, and Enterprise — each priced based on parcel volume rather than seat licenses. The Basic and Custom tiers are typically self-serve. Enterprise pricing is tailored to your specific volume, security, and contractual requirements. Talk to us for a quote on a 30-minute call.
Is there a minimum volume?
No minimum volume. We have customers running everything from 5,000 parcels/month to 5M+. The pilot tier is designed for shippers under 5K/mo who want to run a 30-day proof of value before committing to production volume.
Can we self-host or run Relay in our own infrastructure?
Relay is delivered as a managed cloud service. For enterprise customers with strict data residency or air-gap requirements, we offer dedicated single-tenant deployments in your AWS/GCP region. Talk to us if that matters.
See it on your parcels.
A live thirty-minute walkthrough on one of your real lanes — we'll show you the workflow, you keep the playbook.
Brand expectations. Delivered.
