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Nerve Centre KPIs · Audit Profile · Sentiment Settings APC Overnight is a UK B2B / next-day-delivery network with 70+ depots and a distinctive premium service ladder (NextDay 9am / 10:30 / 12pm). CloudHub probe shows 1 active merchant with username + password + ServiceUrl=apc.hypaship.com (APC routes through the Hypaship label- generation platform). Findings either lose a B2B customer (NextDay-by- time SLA breach) or burn cash (depot-level cost drift, pallet-handling damage).

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What this audit checks

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Authentication & access

  • Username + Password still issue valid bearer token (no 401 on /token)
  • Hypaship service URL reachable
  • Account active on APC side (no ‘inactive customer’ responses)

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NextDay-by-time premium service promises

  • NextDay 9am OTD < 98% rolling 30D (premium SLA)
  • NextDay 10:30 OTD < 96% rolling 30D
  • NextDay 12pm OTD < 95%
  • Standard NextDay OTD < 92%
  • Saturday OTD < 92% on services that support it

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Depot-level performance (APC-specific)

  • Any origin depot OTD < 90%
  • Any destination depot OTD < 90%
  • Specific depot pair (origin->destination) OTD < 85% (depot-pair weakness)
  • Depot-level cost-per-shipment drift > 10% WoW

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Pallet network health (APC-specific)

  • Pallet OTD < 92% rolling 30D
  • Pallet damage rate > 1% (pallet-specific claim category)
  • Oversize-surcharge rate > 5% (parcels miscategorised at point of label gen)

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Exceptions, claims & cost

  • Exception rate > 3% rolling 30D
  • Open claims unresolved > 7 days
  • Avg cost / shipment up >10% vs prior period
  • Claim value as % of APC revenue > 2% rolling 90D

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Cross-channel: revenue at risk (the kill-shot area)

  • Cross-channel: late shipments joined to commerce_sibling orders -> revenue at risk per channel
  • Cross-channel: open claims with no Jira tracker_item -> CS coverage gap
  • Cross-channel: pallet damage on B2B orders -> direct customer-trust loss
  • Cross-channel: NextDay 9am customers who got slot misses -> service-credit candidates

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Severity thresholds

SignalWarnCritical
on_time_delivery_rate9592
nextday_9am_sla_pct9896
nextday_1030_sla_pct9692
nextday_12pm_sla_pct9590
standard_nextday_sla_pct9288
pallet_otd_pct9492
pallet_damage_pct0.51
oversize_surcharge_pct35
depot_otd_pct9290
exception_rate23
open_claims_age_days714
shipping_cost_per_order_change_pct510
claim_value_pct_of_revenue12
auth_token_failures_24h15

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Data sources

  • POST TBD - pending CloudHub C# backend URL extraction (Hypaship /token) - Bearer token issuance
  • GET TBD - pending CloudHub C# backend URL extraction - Shipment list + status
  • GET TBD - pending CloudHub C# backend URL extraction - Tracking events
  • GET TBD - pending CloudHub C# backend URL extraction - Claims