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Infobip > Case Studies > DPD: Enhancing Delivery Experience with Viber and SMS Integration
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DPD: Enhancing Delivery Experience with Viber and SMS Integration

Technology Category
  • Automation & Control - Human Machine Interface (HMI)
  • Networks & Connectivity - 5G
Applicable Industries
  • Telecommunications
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Last Mile Delivery
  • Time Sensitive Networking
The Challenge
DPD, a leading provider of standard and express parcel services, faced a significant challenge with low message delivery rates, leading to unsatisfied customers and overwhelmed agents. The company used SMS messages to notify customers about package deliveries, but many of these messages never reached the intended recipients. This was often due to inaccurate delivery information, such as incorrect customer addresses or phone numbers. As a result, DPD spent considerable time and resources contacting customers to obtain updated information. This led to misdeliveries or no delivery at all, as customers who didn’t receive notifications weren’t present to accept their packages. The undelivered packages increased costs for DPD and overwhelmed their contact center with queries from unsatisfied customers. DPD recognized the need to improve its overall communication with customers by providing support over their preferred channels.
About The Customer
DPD is a leading provider of standard and express parcel services, operating 24/7 on behalf of thousands of satisfied customers. DPD in Croatia is part of the international DPD Group and is an expert in the domestic market. The company combines innovative technology and local knowledge to provide a flexible and user-friendly service for both shippers and shoppers. With its pioneering Predict service, DPD is setting new standards for convenience by keeping customers closely in touch with their delivery. The DPD Group, through their brands DPD, Chronopost, SEUR, and BRT, delivers approximately 1.3 billion parcels per year.
The Solution
To address these challenges, DPD partnered with Infobip and Croatian Telecom to implement Viber with SMS failover for their two CEE markets – Slovenia and Croatia. This solution was integrated by connecting Infobip’s API to DPD's internal interface. Using Viber as a customer communication channel offered several benefits, including the ability to share rich media, hold branded profiles, access message delivered and seen statuses, and reduce cost per message. The SMS failover channel ensured that DPD customers received their notifications regardless of their internet access. DPD was also able to optimize resources based on analytics provided through Infobip’s web interface, which provided insight into the status of each message. This allowed DPD to take appropriate action when necessary, such as contacting a customer to update their number if they noticed messages weren’t being delivered.
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

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