DPD: Improving delivery experiences and cutting costs with Viber and SMS

20%

reduction in delivery and contact center costs

Challenge

Raising delivery rates and reducing contact center strain

DPD is known for its fast and convenient parcel pick-up and delivery options all over Europe. The DPD team in Croatia continually strives to increase its first-delivery success rates while meeting customers’ evolving expectations around service and convenience.

Before Infobip, DPD Croatia would send SMS messages to notify customers about package deliveries. But the team didn’t have an accurate database of phone numbers, so too many messages weren’t arriving. This resulted in missed deliveries, since customers who hadn’t received notifications wouldn’t ensure they were around to accept packages.

This meant substantially increased costs and an increased strain on contact centers handling delivery queries from customers. DPD Croatia was also spending too much time and resources trying to contact customers to receive updated contact information.

Solution

Introducing Viber notifications with SMS failover

There were a number of ways we could help DPD meet customer demand, improve satisfaction, and minimize costs.

Introducing Viber for Business into the communication mix was one of them. Viber is one of the most widely used messaging apps in Croatia and Slovenia. It gave DPD the ability to share customer messages that include images, videos and interactive buttons. And because Viber messages are clearly branded and verified as from DPD, customers could have total trust in them. Importantly, Viber also reduced the cost per message for DPD.

SMS became the ‘failover’ channel. This means that when a Viber message doesn’t reach a customer (perhaps because they don’t have internet access at the time) an SMS is automatically sent instead.

All this could be achieved by adding our communication API to DPD’s internal interface. Suddenly, DPD had the ability to optimize resources based on analytics provided through our web interface.

For the first time, DPD could also see which messages had been delivered, and which had been actually read. This helped DPD take appropriate action when necessary — such as contacting a customer to update the number in the database if messages weren’t getting through.

Infobip partnered with Croatian Telecom — as part of our Partner Connect Program to help boost digital transformation for companies — throughout the DPD project.

Result

Cost savings, successful deliveries, and higher customer satisfaction

After introducing Viber with SMS failover, DPD managed to reduce its delivery and contact center costs by 20%. Additionally, DPD’s customer satisfaction rates increased, and contact center workload decreased as more customers received timely notifications.

DPD Croatia is now in a much better position to provide customers with the right information at the right time — creating a smooth delivery experience for both customers and agents.

Company Profile

DPD

DPD has an unrivaled reputation for fast, reliable parcel delivery. It’s part of the Geopost group, one of the world’s leading parcel delivery networks, which operates in more than 50 countries. DPD constantly invests in technology to provide businesses and consumers with the best possible delivery experience.