Keeyu, an Australian startup helping brands identify delivery delays before they turn into customer complaints, is working with fashion giant Decjuba to fix the costly and time-consuming issue.
The high-profile partnership comes as Keeyu develops AI agents to fix post-purchase problems with a single click, allowing brands to run leaner customer service teams.
Founded in 2024, Keeyu comes from co-founders Tahir Rauf (CTO), Tracy Godtschalk (CXO), and retail industry veteran Jevon Le Roux, who serves as CEO.
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After stints as managing director for SurfStitch and P.E. Nation, Le Roux told SmartCompany one in five customer orders face some kind of operational issue, like delays, failed payments, or refund errors.
“The result is that customers often do not get what they want on time, which creates frustration and drives complaints,” the Keeyu CEO said.
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The Keeyu platform is designed to help brands step in before customers are even aware of a problem, whether those hiccups occur in the brand’s own warehouse, a 3PL provider, or delivery partners like Australia Post.
“That proactive layer does not exist in traditional tools,” said Le Roux.
Keeyu’s platform unifies delivery data
Keeyu, which was introduced to the Decjuba team through connections at venture fund Rampersand, has built a dashboard compatible with the fashion brand’s Apparel21 ERP system.
Steven Crisapulli, Decjuba’s GM of technology, praised Keeyu for its ability to translate information from such a complex ERP platform into one “pane of glass”.
“Right now, it’s a really amazing tool,” he said.
“You can jump in and you can see immediately how many orders are outside of your SLAs [service-level agreements], what customer lifetime value risk is there.
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“You can click on everything that’s an SLA. From there, you can jump straight into Shopify or Australia Post, or just read the information from those different portals.”
The next step for Keeyu is launching an AI agent capable of learning from customer service workflows and correcting those issues, with minimal intervention from human customer service representatives.
Beta testing is underway at another Keeyu client.
Crisapulli said one real-time example resolved an order marked as suspicious by automatically sending an email asking for address authentication.
“It would then verify it and then either approve delivery, or deny the delivery and open an investigation with the bank,” he said.
“It was really impressive. All those steps that just happened automatically in the background.”
Automation in the works
Crisapulli hoped the automated system could help customer service teams resolve issues through critical sales periods like Black Friday or the Christmas sales season.
Unlike some startups that say their AI tools will not replace human customer service representatives, Keeyu itself claims its offering will help brands reduce their headcount needs.
But Crisapulli said humans will stay in the loop for the foreseeable future.
“I don’t think we’ll be moving out of that stage until we’re extremely confident that we aren’t having any issues,” he said.
Beyond Decjuba, Keeyu lists brands like Rebel Sport NZ, Camilla, and Budgy Smuggler as partners.
SmartCompany understands the growing startup, which featured in Startmate’s 2024 summer cohort, has attracted serious interest from potential VC backers.
With a growing client list and agent testing underway, Le Roux says the startup hopes to change how online shoppers experience customer service — by making it feel totally invisible.
“In ten years, we believe the phrase ‘Where is my order?’ will no longer exist, because every shopper will simply get what they want, on time, as promised,” he said.
