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Industry: Shipping & Logistics
Company: Top 25 Carrier in the US
Application: Delivery Scheduling, Surveys
Telephony: Avaya
Database: Descartes
Deployment: 2 Weeks
National Shipping Company
Boosts Success Rates
This carrier provides deliveries for leading national retailers. Part of its business process included confirm-
ing delivery times prior to dispatching trucks. There were hundreds of confirmation calls that needed to be
made in a short two-hour timeframe, and a relatively complex conversation would normally follow – either
with a customer or with an answering machine. The company had hired 50 agents to perform the daily
outbound confirmations, which proved to be very expensive.
IVA® now confirms customer availability, delivery time, phone, address, and products to be delivered,
completing the entire volume of calls between the desired timeframe (6-8 PM). A voicemail detection
solution fully developed by SmartAction leaves messages for customers who do not answer. In addition, the
carrier enlisted SmartAction to perform follow-up customer survey calls, which are made soon after deliver-
ies and provide timely feedback regarding professionalism and courtesy of delivery personnel.
88% of delivery confirmation calls and 80% of follow-up survey calls successfully
handled by IVA® - both far exceeded client expectations
Carrier saves about 75% over the original cost of live agents
Application went live in just two weeks
Business Challenge
Solution
Success by the Numbers
One Step Further
Shortly after IVA® was implemented, the company’s service areas were impacted by
extreme weather conditions – heavy snow fall. This led to cancellations, rescheduling,
and twice as many customer calls as normal. Since IVA® was so competent in supple-
menting live agents in handling short-term, high call volumes, the carrier was able to
weather the storm, so to speak, with minimal negative business impact.
“It was important
for us to find a solution provider
that would partner with us, and develop
the synergy necessary to create a system
that would be flexible and easy to use.
The SmartAction team was able to
provide that and more.”
-Call Center Manager
Automating Calls. Intelligently.
eMail: ai@avizent.eu Tel: +44 7858 929 008

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Case study Shipping Company

  • 1. Industry: Shipping & Logistics Company: Top 25 Carrier in the US Application: Delivery Scheduling, Surveys Telephony: Avaya Database: Descartes Deployment: 2 Weeks National Shipping Company Boosts Success Rates This carrier provides deliveries for leading national retailers. Part of its business process included confirm- ing delivery times prior to dispatching trucks. There were hundreds of confirmation calls that needed to be made in a short two-hour timeframe, and a relatively complex conversation would normally follow – either with a customer or with an answering machine. The company had hired 50 agents to perform the daily outbound confirmations, which proved to be very expensive. IVA® now confirms customer availability, delivery time, phone, address, and products to be delivered, completing the entire volume of calls between the desired timeframe (6-8 PM). A voicemail detection solution fully developed by SmartAction leaves messages for customers who do not answer. In addition, the carrier enlisted SmartAction to perform follow-up customer survey calls, which are made soon after deliver- ies and provide timely feedback regarding professionalism and courtesy of delivery personnel. 88% of delivery confirmation calls and 80% of follow-up survey calls successfully handled by IVA® - both far exceeded client expectations Carrier saves about 75% over the original cost of live agents Application went live in just two weeks Business Challenge Solution Success by the Numbers One Step Further Shortly after IVA® was implemented, the company’s service areas were impacted by extreme weather conditions – heavy snow fall. This led to cancellations, rescheduling, and twice as many customer calls as normal. Since IVA® was so competent in supple- menting live agents in handling short-term, high call volumes, the carrier was able to weather the storm, so to speak, with minimal negative business impact. “It was important for us to find a solution provider that would partner with us, and develop the synergy necessary to create a system that would be flexible and easy to use. The SmartAction team was able to provide that and more.” -Call Center Manager Automating Calls. Intelligently. eMail: ai@avizent.eu Tel: +44 7858 929 008