Infobip > 实例探究 > DPD:通过 Viber 和 SMS 改变交付体验

DPD:通过 Viber 和 SMS 改变交付体验

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技术
  • 自动化与控制 - 人机界面 (HMI)
  • 网络与连接 - 5G
适用行业
  • 电信
  • 运输
适用功能
  • 物流运输
  • 销售与市场营销
用例
  • 最后一英里交付
  • 时间敏感网络
关于客户
DPD 是克罗地亚领先的标准和快递包裹服务提供商。他们希望改善与客户的沟通并减少误送和投诉。
挑战
消息传递率低导致客户不满意和代理不堪重负
解决方案
引入 Viber 作为具有短信故障转移功能的新通知渠道
运营影响
  • The implementation of Viber with SMS failover resulted in significant operational improvements for DPD. The company saw a reduction in costs, more successful deliveries, and higher customer satisfaction. The solution also led to a decrease in the workload of the contact center due to a significant reduction in misdeliveries and complaints. This was a result of customers receiving their notifications on time. Thanks to the Viber with SMS failover solution from Infobip in partnership with Croatian Telecom, DPD can now provide customers with the right information at the right time, creating a smooth delivery experience for both customers and agents.
数量效益
  • DPD managed to reduce costs by 20%
  • DPD’s customer satisfaction increased significantly
  • Contact center workload decreased due to the significantly lower amount of misdeliveries and complaints

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