Infobip Case Studies MrSpeedy: Leveraging IoT for Real-Time Support and Service Scaling During Covid-19

Edit This Case Study Record

	MrSpeedy: Leveraging IoT for Real-Time Support and Service Scaling During Covid-19 Infobip

MrSpeedy: Leveraging IoT for Real-Time Support and Service Scaling During Covid-19

Infobip

Technology Category	Analytics & Modeling - Real Time Analytics Networks & Connectivity - 5G
Applicable Industries	Transportation Utilities
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Last Mile Delivery Speech Recognition
Challenge	MrSpeedy, a part of the Dostavista group, is a leading player in the same-day delivery service industry with a presence in 11 countries. The company faced a unique challenge during the Coronavirus pandemic when the Malaysian government implemented a Movement Control Order (MCO). This led to a sudden surge in demand for their services as essential services like takeaways, utilities, and groceries became heavily reliant on same-day deliveries. The demand for MrSpeedy's services grew tenfold overnight. The company saw its orders from the food and beverage industry grow from 40% to 70%, with a significant increase in orders for basic essentials. Despite the business opportunity, the sudden increase in demand posed a challenge. With a limited workforce and new safety rules for drivers, MrSpeedy had to ensure reliable service and constant customer support while working remotely. Read More
About Customer	MrSpeedy is a part of the Dostavista group and is a leading player in the express delivery services industry. The company is one of the most technologically advanced same-day delivery platforms and has a global presence in 11 countries, including Russia, Mexico, Turkey, Brazil, India, South Korea, Indonesia, Philippines, Thailand, Vietnam, and Malaysia. During the Covid-19 pandemic, MrSpeedy faced a unique challenge when the demand for their services grew tenfold overnight due to the Movement Control Order implemented by the Malaysian government. Despite the challenges, the company managed to provide reliable service and constant customer support. Read More
Solution	MrSpeedy had been using Infobip’s SMS solution since June 2019, which was a crucial customer service channel for them given the 59% smartphone penetration rate. The SMS API solution enabled them to provide timely verification, account activation, tracking statuses, order confirmations, and delivery notifications to their clients, drivers, and end customers. During the pandemic, the need for round-the-clock support became critical. To meet this need, MrSpeedy added Voice to their communication mix to attend to enquiries from drivers and customers in real-time. This allowed MrSpeedy to provide 24-hour support, scale up quickly in a cost-effective manner, and ensure quick problem resolution and customer support. Infobip’s dedicated customer success manager played a key role in understanding MrSpeedy’s challenge and providing a timely solution with a reliable support team. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Networks & Connectivity - 5G

Applicable Industries

Transportation

Utilities

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Last Mile Delivery

Speech Recognition

Challenge

MrSpeedy, a part of the Dostavista group, is a leading player in the same-day delivery service industry with a presence in 11 countries. The company faced a unique challenge during the Coronavirus pandemic when the Malaysian government implemented a Movement Control Order (MCO). This led to a sudden surge in demand for their services as essential services like takeaways, utilities, and groceries became heavily reliant on same-day deliveries. The demand for MrSpeedy's services grew tenfold overnight. The company saw its orders from the food and beverage industry grow from 40% to 70%, with a significant increase in orders for basic essentials. Despite the business opportunity, the sudden increase in demand posed a challenge. With a limited workforce and new safety rules for drivers, MrSpeedy had to ensure reliable service and constant customer support while working remotely.

About Customer

MrSpeedy is a part of the Dostavista group and is a leading player in the express delivery services industry. The company is one of the most technologically advanced same-day delivery platforms and has a global presence in 11 countries, including Russia, Mexico, Turkey, Brazil, India, South Korea, Indonesia, Philippines, Thailand, Vietnam, and Malaysia. During the Covid-19 pandemic, MrSpeedy faced a unique challenge when the demand for their services grew tenfold overnight due to the Movement Control Order implemented by the Malaysian government. Despite the challenges, the company managed to provide reliable service and constant customer support.

Solution

MrSpeedy had been using Infobip’s SMS solution since June 2019, which was a crucial customer service channel for them given the 59% smartphone penetration rate. The SMS API solution enabled them to provide timely verification, account activation, tracking statuses, order confirmations, and delivery notifications to their clients, drivers, and end customers. During the pandemic, the need for round-the-clock support became critical. To meet this need, MrSpeedy added Voice to their communication mix to attend to enquiries from drivers and customers in real-time. This allowed MrSpeedy to provide 24-hour support, scale up quickly in a cost-effective manner, and ensure quick problem resolution and customer support. Infobip’s dedicated customer success manager played a key role in understanding MrSpeedy’s challenge and providing a timely solution with a reliable support team.

Impact #1	Despite the challenges posed by the pandemic, MrSpeedy managed to meet the increased demand and provide constant assistance for every delivery. By implementing Infobip’s SMS solution, MrSpeedy’s message delivery rates increased, while the Voice solution enabled employees to work efficiently even when working from home. This resulted in a significant cost reduction of 50%. The success during the pandemic not only strengthened the relationship between MrSpeedy and Infobip but also made Infobip their preferred partner as they continue to expand their business in the region.

Impact #1

Despite the challenges posed by the pandemic, MrSpeedy managed to meet the increased demand and provide constant assistance for every delivery. By implementing Infobip’s SMS solution, MrSpeedy’s message delivery rates increased, while the Voice solution enabled employees to work efficiently even when working from home. This resulted in a significant cost reduction of 50%. The success during the pandemic not only strengthened the relationship between MrSpeedy and Infobip but also made Infobip their preferred partner as they continue to expand their business in the region.

Benefit #1	10-fold increase in demand for services
Benefit #2	Growth in orders from the food and beverage industry from 40% to 70%
Benefit #3	50% cost reduction

Benefit #1

10-fold increase in demand for services

Benefit #2

Growth in orders from the food and beverage industry from 40% to 70%

Benefit #3

50% cost reduction

Download PDF Version

Overview

MrSpeedy: Leveraging IoT for Real-Time Support and Service Scaling During Covid-19

Operational Impact

Quantitative Benefit