For over a decade DPD and Interlink Express have relied on Rapide's proactive communication solutions, Inform & Interact, supported by Vodafone’s global network, for effective incident management. In February 2013 they decided to use the same technology to deliver their already established ‘Predict’ service.
First introduced to the UK in 2010, DPD and Interlink Express developed the ‘Predict’ solution to ensure that the delivery service they were providing on behalf of some of the country’s most well known brands was not only efficient, but also a seamless extension of the shopping experience for the recipient.
Inform & Interact is now used to notify customers by text message about when to expect their package.
An initial message informs them which day to expect the delivery and a second, sent on the day of delivery, advises them of a one hour timeslot. This second message also contains a link to a ‘follow my parcel’ map so that customers can follow the progress of their delivery driver in real-time.
Since implementing the solution, DPD and Interlink Express have recorded a significant reduction in calling cards left to inform customers of a missed delivery. In addition, anecdotal evidence supports a marked improvement in customer experience and improved brand perception.
"Not only do our customers enjoy a reliable, convenient and efficient delivery experience, the solution has also allowed us to enjoy significant cost savings as a result."Steve Mills,
Director of IT, GeoPost UK