Rapide Publish Their New Case Study Exploring How Their Proactive Communication Solution Helped DPD Deliver a First Class Customer Service

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"The benefits Inform & Interact has brought to us are twofold. Not only do our customers enjoy a reliable, convenient and efficient delivery experience, the solution has also allowed us to introduce additional resilience, streamline our processes and enjoy significant cost savings as a result."

DPD delivering first class customer service with Rapide's proactive communication solution, Inform & Interact

DPD delivering first class customer service with Rapide's proactive communication solution, Inform & Interact

The collaborative efforts of the Rapide and DPD technical teams allowed for a smooth, effective and highly successful implementation.

For over a decade, DPD and Interlink Express have relied on Rapide's proactive communication solution, Inform & Interact, 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. When customers aren’t available for delivery their parcel is returned to a depot and automatically re-delivered the following day. This is attempted twice before the customer is asked to visit the depot and collect the parcel. The ‘Predict’ solution not only increases the number of successful first time deliveries made but it also enhances customer experience by proactively keeping customers informed about when to expect their parcel.

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 time slot. 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. This countdown system is so accurate it can predict the time of delivery to within fifteen minutes. If the recipient knows they won’t be in to sign for their package, they can reply back requesting for the delivery to be made at a more suitable time or for the parcel to be left with a preferred neighbour. A confirmation text message will then be sent acknowledging the revised delivery or advising successful delivery to their neighbour for total peace of mind.

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. Following the introduction of the option for customers to request that their delivery is made to a preferred neighbour initial uptake was almost 20% of customers, showing both a desire and need for the service.

By choosing the Inform & Interact solution, DPD and Interlink Express have not only enjoyed an improvement in the service they deliver to their customers, they've also enjoyed an increase in the performance of their supplier. In less than three months they had recorded an ROI on the Inform & Interact service. The enhanced reliability of the solution also means they now deliver more messages - since implementing Inform & Interact they have experienced 0 “dropped” web comms requests.

Total project implementation time: 6 weeks.


Company Information

Rapide was launched in 2000 by Nigel Shanahan and is one of the UK’s leading customer engagement specialists, providing customer engagement solutions that drive advocacy to half of the FTSE.

They produce state-of-the-art proactive communication and fast feedback technology that lets their clients increase revenue and reduce churn by listening and reacting to the voice of the customer in real-time.

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Jennifer Morris
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