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Nerve Centre KPIs · Audit Profile · Sentiment Settings Interlink Express is DPD’s UK B2B brand (since rebranded to DPD Local in 2018 but accounts persist on the InterlinkExpressAccount table - 8 active merchants in the CloudHub corpus). Findings either cost a customer (Pre- 10:30 / Pre-12 SLA breach - the premium services customers explicitly paid uplift for) or burn cash (claim ageing, failed pickup). Cross-references commerce siblings via order_ref; Jira via claim_id.

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What this audit checks

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Authentication & access

  • Username + Password + GEOAccountCode still issue valid tokens (no 401)
  • Token cache hit-rate > 95% (re-auth churn signal)
  • TelephoneNumber field on file matches account record
  • Sandbox vs production base URL flagged correctly

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Premium-slot service promises

  • Pre-10:30 OTD < 98% rolling 30D (premium SLA breach)
  • Pre-12 OTD < 96% rolling 30D
  • NextDay OTD < 95% rolling 30D
  • Saturday OTD < 92% on services that support it
  • First-attempt delivery rate < 85%

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Exceptions, claims & failed pickups

  • Exception rate > 3% rolling 30D
  • Open claims unresolved > 7 days (CS coverage gap)
  • Open claims unresolved > 14 days (abandoned cash)
  • Failed pickup rate > 3%
  • Refused-parcel rate > 1%

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Cost & service-mix economics

  • Avg cost / shipment up >10% vs prior period
  • Pre-10:30 uplift > 50% over standard NextDay (sustained)
  • Pre-12 / Pre-10:30 service-share dropping >10pp WoW (de-spec signal)
  • Claim value as % of Interlink 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: 3PL-vs-carrier delay attribution
  • Cross-channel: open claims with no Jira tracker_item -> CS coverage gap
  • Cross-channel: late-delivery refund-propensity * sibling.order.total
  • Cross-channel: Pre-10:30 / Pre-12 customers who got slot misses -> proactive service-credit candidates

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Severity thresholds

SignalWarnCritical
on_time_delivery_rate9590
pre_1030_sla_pct9896
pre_12_sla_pct9692
first_attempt_delivery9085
exception_rate23
open_claims_age_days714
failed_pickup_rate_pct23
shipping_cost_per_order_change_pct510
premium_uplift_pct4050
claim_value_pct_of_revenue12
auth_token_failures_24h15

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Data sources

  • GET TBD - pending CloudHub C# backend URL extraction - Auth probe
  • 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