Customer engagement for optimized parcel delivery
Our client is an international parcel delivery company, distributing millions of parcels to businesses and consumers each day. With the rise of e-commerce and online shopping in recent years, they needed to optimize their communications to meet the increasing customer demands, and remain competitive. They also needed to increase their operational efficiency and agility, in order to deal with the growing volume of parcels.
In a nutshell
Customer
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International parcel delivery company
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Logistics industry
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Global
BICS solution
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Gloabl multichannel communications
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Personalized interactions
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simple integrations
Results
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Increased customer satisfaction
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Operational excellence
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Seamless scalability
Challenge
The client needed to improve customer experience by providing real-time updates on parcel delivery status, allowing easy rescheduling, and automating parcel returns for customers. To connect with customers in their preferred way, they needed to diversify their communication channels, from push notifications and RCS to voice/SMS.
Additionally, the company needed to increase operational efficiency with a solution that seamlessly integrated with their existing systems, was fully compliant with local regulations, and highly secure to enable automation and quick response times.
Solution
BICS provided global multichannel communications, allowing the company to access and combine a wide range of channels using BICS’ drag-and-drop flow builder. BICS’ global network guarantees global reach, reliability, and high quality of delivery.
The solution also included personalized interactions through advanced analytics, enabling the company to leverage customer data to tailor messages to customers and increase their satisfaction and loyalty. BICS CPaaS seamlessly integrated with existing systems through low-code APIs and plugins, allowing easy automation of delivery cancellation, rescheduling, or tracking workflows.
