Courier Express

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Courier Express Scales Rapidly With On-Demand Labor to Meet Unprecedented Demand

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The Challenge: Meeting Surging Demand During a Historic Supply Chain Disruption

Courier Express, a trusted regional logistics provider with decades of experience, is no stranger to the natural ebbs and flows of demand. Historically, they’ve thrived on consistency, ensuring customer expectations were met month after month despite seasonal peaks. However, the COVID-19 pandemic in 2020 created conditions unlike anything they’d seen before. As national carriers introduced capacity limits, a wave of new customers turned to Courier Express in search of more reliable logistics services.

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The growth was a dream on paper — but a nightmare in practice if they couldn’t keep up. Volume spikes went far beyond typical seasonal fluctuations, stretching their workforce and their processes to the limit. “We had a client that was increasing, which made us actually have to expand our warehousing so we needed to get people in the door very quickly,” said Py Stills, Strategic Project Manager at Courier Express.

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Staffing agencies and temp services were the company’s initial answer, but the lack of consistency and reliability quickly frustrated Stills and her team. “We would have a situation where one day we started training a person, and the next day they might not be there,” she explained. “It’s frustrating when you invest your time in training people and then that person doesn’t return for whatever reason and you’re not getting good communication back from the staffing company that you’re using.”

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Because the work Courier Express does requires a significant level of training, high turnover and a lack of control over who showed up was incredibly costly. “Not being able to have that consistency meant you’re restarting that process of training every time you have to turn over a new person,” Stills said. “That level of frustration on us was enough to make the change.”

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The Solution: Building a Flexible, Reliable Workforce with Veryable

Frustrated with the revolving door of temps and looking for a smarter way to scale, Stills turned to Veryable’s on-demand labor platform. “Starting out, honestly I was testing the waters to see if everything that I had been told about Veryable was accurate,” she explained. With Veryable, she gained something staffing agencies never offered: transparency and control.

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For the first time, she could see each worker’s distance to the job site, their performance rankings from previous assignments, and how many other opportunities they’d worked. “None of that’s available at staffing agencies or temp firms. Usually you just get a human, they show up and that’s what you get,” she said.

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Stills started small, posting a few general warehouse Ops to evaluate the quality of workers. The results spoke for themselves. “Within the first week, we saw that what Veryable provides as a ranking from other companies and the performance from who actually walks in the door coincided,” she shared. Encouraged by that experience, she quickly scaled up, expanding to more specialized work in multiple buildings and even on night shifts.

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“Now, some of the people that we’re finding with Veryable are trained side by side with our employees to take care of our clients’ needs,” Stills said. “We use Veryable workers on both our day and night shifts.”

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Results: Consistency, Agility, and Growth

With on-demand labor through Veryable, Courier Express was finally able to break the cycle of retraining and turnover. The consistent, transparent access to quality workers transformed their ability to grow. “Having consistency allows us to meet our customer metrics,” Stills emphasized. “The key with Veryable that has them stand out above the rest is consistency and the fact that you can choose your candidates based on their rankings according to previous jobs.”

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Using the Favorites feature, she built a labor pool of Operators who performed well and became familiar with Courier Express processes. “The amount of information that you get gives you the insight you need to choose the right person that will fit your network. That’s something you won’t get with any other company out there,” she explained.

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This labor pool provided flexible capacity that scaled with demand. When peak demand arrived, Stills could invite 20–30 Operators each week while maintaining a consistent quality of work. When volumes were lower, she could simply scale back.

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“The first month of having Veryable, we had no other. We literally use no other company now. It’s strictly through Veryable,” she said. “Between Courier Express and Veryable, we were able to cover everything we needed without having to go to outside sources.”

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As a result, Courier Express was able to take on more business and expand its distribution network. “We got to increase business with one of our clients, and we brought on a new client in our distribution network, with a second one pending already this year,” said Stills. “That was just huge.”

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Courier Express even expanded headcount across new markets while maintaining their core full-time staff, thanks to the support of on-demand labor. “We are able to maintain our staff members that are actually employed with Courier Express because we have the assistance out there from Veryable,” Stills added.

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Looking to the Future: Ready for Anything

The success with Veryable at Courier Express’s initial location quickly rippled outward. Today, Veryable Operators support operations at more than a dozen facilities on both day and night shifts, working side by side with the company’s core employees.

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Stills is confident that as Courier Express continues to grow, Veryable will scale with them. “I think we have a good partnership with Veryable,” she said. “Veryable will be able to fit any future need we may have. We will just continue to grow with Veryable as each new market picks it up and starts to use it.”

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For Courier Express, Veryable provided exactly what they needed: consistent, flexible, high-quality labor that put them back in control — helping them serve their customers better while fueling their growth well into the future.