Global Parcel Delivery Company
Improve Email Response Time by up to 500%
Summary
With increased competition in the £4 billion UK express parcel
marketplace, a major provider faced pressure to improve the
quality of service for customers while reducing costs. The
provider delivers 150,000 parcels a day, requiring a vastly complex
and dynamic system to support it. For customer service, the
provider's website offers answers to basic requests from
customers, however email is an increasingly
important communication channel. Given the time-constrained
nature of the business, it's imperative that emails are
answered promptly and effectively. When the provider's basic
email package wasn't able to handle volumes reaching up to
50,000 emails a month, the parcel company turned to Datasquirt
to implement the CONTACT email solution. The web-based smart
email management tool was quickly implemented without the
need for integration into the parcel tracking system. It
ushered in immediate improvements. For the first time, emails
were routed by request type and priority to the
appropriate agent; customer histories were easily viewed;
response templates were created and quickly accessed to speed
up responses; and managers had real-time reporting. The
solution has been tremendously successful. Agent handling time
has been dramatically reduced with automated responses,
effective routing and sophisticated spam detection.
Equally important, customers are getting quicker replies -
response time has improved by 500%.
Situation
The company faced several business challenges:
- Ineffective email system. The provider's off-the-shelf email
program was incapable of routing and prioritizing emails; couldn't
handle high volumes and didn't offer histories, reporting or a
web-based tool.
- Agent constraints, decreased productivity. The incumbent email
system was designed for individual users. Processes were manual -
emails weren't sent to the appropriate agents; there were no
templates or email management tools.
Datasquirt Solution
The express parcel service provider implemented the CONTACT
Email solution for:
- Customer service via email
The web-based smart email management solution offers automated
responses to specific enquiries; effectively channels emails
by type and priority to the appropriate agent; offers a
complete view of message history to avoid multiple
responses; provides template responses; and real-time
reporting for managers.
Benefits
The CONTACT solution offered immediate results for the
provider:
- Improved customer service. CONTACT improves response time by
500%.
- Reduced staffing requirements. CONTACT reduces agent handling
time with automated responses, sophisticated spam detection and
intelligent routing.
View the
demo or contact us to find out more.
