How Pony Express Manages to Deliver
What does any client want from a logistics operator? Of course, 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’s somehow on its own. But in some cases, in order for it to “self”, the client also needs to move a little. How to be a company if he is not in a hurry? Under the cut - experience Pony Express.
Information about the company:
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Pony Express is the largest universal logistics operator in the CIS. The company offers a full range of services for express delivery, warehousing, cargo transportation, as well as integrated logistics solutions for various business sectors. It has offices in Russia, Kazakhstan, Kyrgyzstan, Ukraine, Belarus, Uzbekistan, Azerbaijan, Moldova, Armenia.
As a logistics operator engaged in export and import, Pony Express regularly encounters a situation in which the client fixes himself with his slowness. The delivery time of international shipments is directly dependent on how quickly the recipient accepts the offer and independently completes an electronic form with their passport data. And this is not at all a whim of logistics companies, but a requirement of the Federal Customs Service. The later the client provides the necessary information for the declaration, the more the process of cargo clearance and, accordingly, the delivery itself will be delayed. And who will end up dissatisfied with the pace? Of course, the client himself.
The problem is that the client is always busy, he has his own business, he has no time. And he can simply overlook that something depends on him. And the mechanism won't start until he does this and that. So, it is necessary for him to politely and effectively push. Pony Express solved this particular problem for itself with the help of automated reminders. Now to forget about the declaration to the client does not give a robot call.
Before the advent of calls based on Voximplant, operators reminded customers of the need to fill in 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 packages looks like this:
The first day - sms with a link to the form where the client must enter the data.
the second day - a robo 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, then the Pony Express operator is connected. Pony Express resorts to this measure mainly if the deadlines are very critical.
The development of the robo-call script and its implementation took only a few days. According to the scenario, the robot makes not one and not two, but immediately three consecutive attempts to dial. Each following - takes place in 15 minutes. It is possible for the client to easily switch to the operator, if there are questions on the procedure - with the help of an intelligent IVR.
Voximplant is directly integrated with Pony Express's ERP system. From it, the "robot" takes the data for dialing, and then automatically downloads the statuses of the calls made.
Thanks to such clever integration, the robot does not bother those customers who responded to the company's request to fill in the form on the first day, after the sms, and only those who ignored yesterday's message with a link call. So the company independently monitors the percentage of non-responders and can, if necessary, connect operators: all data is at hand, and the situation is under control.
The automated reminder scenario is mainly about orders coming from abroad to Russia. Other CIS countries en masse to this scheme are not yet connected.
As representatives of Pony Express, such a reminder scheme is very effective. In sms-ke, 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 exactly the robot call. According to the company, if on the very first day (after sms with a link) the data contribute about 19-20% of the most obligatory clients, then after automated reminders, all 95% (almost all the rest are scared by the robot).
As a last resort, operators can only finish a very small percentage of the work in this field for the robot, because it has selected the lion's share. Due to the fact that the initial call-up of customers about the declarations is no longer the responsibility of the call center employees, Pony Express managed to greatly reduce costs. Automated reminder costs the company, according to her own calculations, 4 times cheaper than operator services!
With the help of the RoboCall, Pony Express managed to nominally discipline its client and thereby increase the speed of providing its own services. Representatives of the company hope that those who order something from abroad through Pony Express, will now be more serious about related documentation.
But this is only a special case of solving a problem, how delicately but quickly to mobilize a client. But this is a delicate matter for any company. It is also important not to scare away the intrusiveness, and to achieve one’s own, so that the client would later be satisfied and not have any complaints.
And, obviously, the automation of one particular routine process can give an impressive result. As well as encouragement to think about what else to optimize this, as technology allows. Sure, Pony Express is already thinking about it.
Picture to Kata taken from the online magazine vchae.com
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, warehousing, cargo transportation, as well as integrated logistics solutions for various business sectors. It has offices in Russia, Kazakhstan, Kyrgyzstan, Ukraine, Belarus, Uzbekistan, Azerbaijan, Moldova, Armenia.
Client mobilization mode
As a logistics operator engaged in export and import, Pony Express regularly encounters a situation in which the client fixes himself with his slowness. The delivery time of international shipments is directly dependent on how quickly the recipient accepts the offer and independently completes an electronic form with their passport data. And this is not at all a whim of logistics companies, but a requirement of the Federal Customs Service. The later the client provides the necessary information for the declaration, the more the process of cargo clearance and, accordingly, the delivery itself will be delayed. And who will end up dissatisfied with the pace? Of course, the client himself.
The problem is that the client is always busy, he has his own business, he has no time. And he can simply overlook that something depends on him. And the mechanism won't start until he does this and that. So, it is necessary for him to politely and effectively push. Pony Express solved this particular problem for itself with the help of automated reminders. Now to forget about the declaration to the client does not give a robot call.
Optimized care
Before the advent of calls based on Voximplant, operators reminded customers of the need to fill in 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 packages looks like this:
The first day - sms with a link to the form where the client must enter the data.
the second day - a robo 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, then the Pony Express operator is connected. Pony Express resorts to this measure mainly if the deadlines are very critical.
How it all worked
The development of the robo-call script and its implementation took only a few days. According to the scenario, the robot makes not one and not two, but immediately three consecutive attempts to dial. Each following - takes place in 15 minutes. It is possible for the client to easily switch to the operator, if there are questions on the procedure - with the help of an intelligent IVR.
Voximplant is directly integrated with Pony Express's ERP system. From it, the "robot" takes the data for dialing, and then automatically downloads the statuses of the calls made.
Thanks to such clever integration, the robot does not bother those customers who responded to the company's request to fill in the form on the first day, after the sms, and only those who ignored yesterday's message with a link call. So the company independently monitors the percentage of non-responders and can, if necessary, connect operators: all data is at hand, and the situation is under control.
The automated reminder scenario is mainly about orders coming from abroad to Russia. Other CIS countries en masse to this scheme are not yet connected.
The client is pumped
As representatives of Pony Express, such a reminder scheme is very effective. In sms-ke, 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 exactly the robot call. According to the company, if on the very first day (after sms with a link) the data contribute about 19-20% of the most obligatory clients, then after automated reminders, all 95% (almost all the rest are scared by the robot).
As a last resort, operators can only finish a very small percentage of the work in this field for the robot, because it has selected the lion's share. Due to the fact that the initial call-up of customers about the declarations is no longer the responsibility of the call center employees, Pony Express managed to greatly reduce costs. Automated reminder costs the company, according to her own calculations, 4 times cheaper than operator services!
What does it mean
With the help of the RoboCall, Pony Express managed to nominally discipline its client and thereby increase the speed of providing its own services. Representatives of the company hope that those who order something from abroad through Pony Express, will now be more serious about related documentation.
But this is only a special case of solving a problem, how delicately but quickly to mobilize a client. But this is a delicate matter for any company. It is also important not to scare away the intrusiveness, and to achieve one’s own, so that the client would later be satisfied and not have any complaints.
And, obviously, the automation of one particular routine process can give an impressive result. As well as encouragement to think about what else to optimize this, as technology allows. Sure, Pony Express is already thinking about it.
Picture to Kata taken from the online magazine vchae.com
Source: https://habr.com/ru/post/331650/
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