Founded as a technology provider for the retail sector, Package.ai develops solutions designed to manage the post-purchase phase of the customer journey. The platform combines logistics, communication, and artificial intelligence to help retailers in industries such as furniture and interiors streamline delivery processes and customer engagement. Its approach centres on unifying fragmented systems into one platform, supporting both operational efficiency and end-customer experience.
© Package.ai
Anthony Delonardo, VP of Sales at Package.ai.
Unifying fragmented systems
Retailers in the interior and furniture sector continue to navigate the complexities of last-mile delivery and customer engagement. According to Anthony Delonardo, VP of Sales at Package.ai, one of the primary challenges is fragmentation: 'Brands are navigating complex logistics while trying to create exceptional customer experiences, and they struggle with fragmented systems, no-show rates, and constant reschedules.'
Package.ai positions itself as a platform that consolidates logistics and communication, allowing retailers to improve operational efficiency while reducing reschedules and missed appointments. Broad River, one of the company's retail clients, recorded a 10-point increase in NPS scores, confirmation rates consistently above 90%, and a drop in reschedules by over 30%.
AI-driven automation
The platform is described by Anthony as 'AI native, built from the ground up to automate the post-purchase journey.' Its assistant, called Jenny, manages routine processes such as appointment confirmations and rescheduling through two-way SMS communication.
This automation reduces inbound support calls by 20% and allows retail teams to focus on strategic priorities. Beyond communication, Package.ai applies AI to optimise routing, predict delivery risks, and surface actionable insights for dispatchers. 'The real advantage is that AI can see the whole life cycle,' Anthony explained. 'If you're disjointed across multiple systems, your AI is siloed, and you don't get the same efficiency.'
Integration with retail infrastructures
For many retailers, adopting new systems raises concerns about compatibility with existing infrastructures. Anthony emphasised that Package.ai was designed to 'plug in easily and not cause friction.' The platform offers flexible API integrations, prebuilt connectors for common retail systems, and flat-file options when required. "We don't expect retailers to rebuild their tech stack," he added. "We meet them where they are and plug into their existing ecosystem."
Customer feedback and sustainability
Retailers working with Package.ai report that the system is intuitive and provides measurable results, while customers experience real-time updates and the ability to make changes without barriers. 'What we hear all the time is, hey, this just works,' Anthony said.
Sustainability also plays a role in the platform's operations. By reducing failed deliveries and optimising routes, the company contributes to lower emissions. 'By cutting out unnecessary miles, we help retailers reduce their carbon footprint,' Anthony explained.
Outlook for European markets
As post-purchase service becomes increasingly central to retail, Package.ai sees its role extending within Europe. 'We think the post-purchase phase is becoming the new battleground for retail,' Anthony noted. 'In Europe, where customer expectations are very high, the brands that will win are those that make delivery feel like part of the overall shopping experience, not an afterthought.'
Looking forward, Package.ai is developing features around personalisation, predictive service, and in-store integration. Anthony concluded: 'If there's one key takeaway, it's that our platform is unified from the ground up, built with a focus on the retail customers we support.'
© Package.ai
More information:
Package.ai
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www.package.ai
