Infobip
Case Studies
DPD: Enhancing Delivery Experience with Viber and SMS Integration
Overview
DPD: Enhancing Delivery Experience with Viber and SMS IntegrationInfobip |
Automation & Control - Human Machine Interface (HMI) Networks & Connectivity - 5G | |
Telecommunications Transportation | |
Logistics & Transportation Sales & Marketing | |
Last Mile Delivery Time Sensitive Networking | |
Operational Impact
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. | |
Quantitative Benefit
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 | |