As companies around the world look for ways to cut costs and improve performance, mobile solutions can fulfil these much needed requirements.
Mobile tracking solutions not only lets courier companies know exactly where packages are at any given time, it also allows companies to inform customers instantly by SMS of where their packages are and when they are likely to arrive.
This can help customers plan ahead and prepare for delays in deliveries, enabling customers to feel more in control and respond to any late deliveries appropriately, ultimately allowing companies to reach higher levels of customer satisfaction, stimulate repeat sales and achieve higher revenues.
For a global leading company in international express, over land transport and air freight, this solution was critical to their operations and created multiple benefits. Across a single year, they handle over 1.5 billion shipments through a network spanning across 220 countries and manage around 275,000 employees.
For a global leading company in international express, over land transport and air freight, this solution was critical to their operations and created multiple benefits. Across a single year, they handle over 1.5 billion shipments through a network spanning across 220 countries and manage around 275,000 employees.
Before this solution was implemented, the sheer volume of requests relating to the status of shipments was putting increasing pressure on their customer services department, wasting staff time and impacting negatively on company overheads. To help minimise this expense, the company recognised the value of broadening their existing self-service parcel tracking capability to mobile users – the first to market with such a service giving them an edge over their competitors.
SMS Mobile Tracking Solution
At HSL, we introduced a mobile tracking service that allows customers to send an SMS text message containing the shipment number from their mobile. The company's application then processes the request and sends a text back to the customer confirming the status of their shipment within seconds. This significantly reduces the pressure on their customer services department and enhances customer service by a mile as they no longer have to wait in a telephone queue to have a simple query answered.
Email SMS for Staff Communications
As a result of this success, the client has stayed with HSL and come back to us time and time again to improve other existing services and fulfil new requirements. Mobile based communications between staff has really taken off within this company as employees become more aware of the availability of the SMS messaging service, how easy it is to use email SMS, and discover how they can use this service to suit their own specific needs. Uses range from alerting employees of internal meetings, communicating with staff in the field to sending group notifications about changes within the organisation.
Mobile IT Notifications
Another considerable improvement to processes and operations was the customer and staff notification system we developed by working closely with the client. This enables the clients IT systems to initiate SMS messages to certain staff and customer's mobile phones giving them an automated notification system. This allows the client to immediately send alerts and saves valuable time.
Branded SMS Messages
Using an everyday email application - whether it be Microsoft or Lotus - employees can send a text message to mobile phones branded with the company's name so that customers can immediately identify the company as the sender of the text message and recognise that the text is important and legitimate rather than an unwanted spam text. We have also enabled customers to then be able to reply back to text messages which are received in the employees email inbox facilitating a conversation rather than simply one way communication.
At HSL, we believe it is essential to work closely with our clients and understand their individual business needs and what they would like to achieve. This enables us to create a one-of-a-kind solution which is tailored exactly to clients’ requirements.
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