How do you deliver pony express

    What does any client want from a logistics operator? Of course, so that everything happens quickly, efficiently and preferably, to the maximum, without his - the client - direct participation. So that you can pay your hard-earned money, and then it really somehow itself. But in some cases, in order for “it is itself,” the client also needs to move a little. How to be a company if it is not in a hurry? Under the cut - the experience of Pony Express.




    Information about the company:

    Pony Express is the largest universal logistics operator in the CIS. The company offers a full range of services for express delivery, storage, cargo transportation, as well as integrated logistics solutions for various business sectors. It has representative offices in Russia, Kazakhstan, Kyrgyzstan, Ukraine, Belarus, Uzbekistan, Azerbaijan, Moldova, Armenia.


    Client Mobilization Mode


    As a logistic operator engaged in export and import, Pony Express regularly encounters a situation in which a client fixes obstacles for himself by his slowness. The delivery time for international shipments directly depends on how quickly the recipient accepts the offer and independently completes the electronic form with his passport data. And this is not a whim of logistics companies, but the requirement of the Federal Customs Service. The later the client provides the information necessary for the declaration, the longer the process of processing the goods and, accordingly, the delivery itself will be delayed. And who will eventually be dissatisfied with the pace? Of course, the client himself.

    The problem is that the client is always busy, he has his own affairs, he has no time. And he can simply lose sight of the fact that something depends on him. And the mechanism will not start until it does so-and-so. And that means that he needs to be politely and effectively pushed towards this. Pony Express solved this specific task for itself with the help of automated reminders. Now forget about the declaration to the client does not give a robotic call.

    Optimized Care


    Before calls made on the basis of Voximplant, operators reminded customers of the need to fill out the required form. Automation of reminders allowed to optimize this process and minimize its cost.

    Now the Pony Express communication scheme with the recipients of the parcels looks like this: the

    first day - sms with a link to the form where the client should enter the data.
    the second day - a robotic call to those customers who did not respond to sms.

    If after two days nothing happened and the client did not fill out the form, the Pony Express operator is connected. Pony Express resorts to this measure mainly if the deadlines are absolutely critical.

    How it all worked


    The development of the robotic call scenario and its implementation took only a few days. According to the scenario, the robot makes not one or two, but three consecutive dialing attempts at once. Each next one is completed in 15 minutes. It remains possible for the client to easily switch to the operator if there are questions about the procedure - with the help of intelligent IVR.


    Voximplant is directly integrated with the Pony Express ERP system. From it, the "robot" takes data for dialing, and then automatically downloads the status of calls made.

    Thanks to such smart integration, the robot does not bother those customers who responded to the company's request to fill out the form on the first day after sms, and calls only those who ignored yesterday’s message with a link. So the company independently monitors the percentage of unanswered and can, if necessary, connect the operators: all the data is at hand, and the situation is under control.

    The scenario with automated reminders mainly concerns orders received from abroad to Russia. Other CIS countries are not yet massively connected to this scheme.

    Customer uploaded


    According to representatives of Pony Express, such a reminder scheme is very effective. In SMS, the client receives information in a convenient form, which can be easily accessed at any time. But the main motivation for filling out the declaration for the client is precisely the robotic call. According to the company, if on the first day (after sms with a link), data is entered by approximately 19-20% of the most obligatory customers, then after an automated reminder - all 95% (almost all the others scared by the robot).

    As a last resort, operators can only finish a very small percentage of work in this field behind the robot, because he took the lion's share. Due to the fact that the initial call of customers regarding declarations is no longer the responsibility of the call center employees, Pony Express has been able to coolly reduce costs. An automated reminder costs the company, according to its own calculations, 4 times cheaper than the operator’s services!

    What does it mean


    With the help of a robotic call, Pony Express was able to nominally discipline its client and thereby increase the speed of their own services. Representatives of the company hope that those who order something from abroad through Pony Express will now take the accompanying documentation more seriously.

    But this is only a special case of solving the problem, how delicately, but quickly mobilize the client. But this is a delicate matter for any company. It is important not to frighten away the intrusiveness, and to achieve our goal, so that later the client was satisfied and had no complaints.

    And, obviously, the automation of one particular routine process can produce an impressive result. And also to move to thoughts about what else to optimize, if technology allows. Sure, Pony Express is already thinking about it.

    The picture before kata was taken from the online magazine vchae.com

    Also popular now: