Automatic reminders for Pony Express customers

Effective calls

Pony Express customers can receive parcels from abroad only after they provide their passport details for the Federal Customs Service. To expedite the delivery, Pony Express reminds its customers about this requirement. It first sends a reminder by SMS; then, a day later, customers are notified by the Voximplant robot. Thus, by the end of the second day, 95% of the customers provide the required passport details, which enables Pony Express to proceed with the delivery.

About Pony Express

Pony Express is the largest universal logistics operator in the CIS. The company offers a full range of services in express delivery, warehousing, cargo transportation and comprehensive logistics solutions for various industries. The company has representative offices in Russia, Kazakhstan, Kyrgyzstan, Ukraine, Belarus, Uzbekistan, Azerbaijan, Moldova, and Armenia.

According to the customs requirements, customers can receive parcels from abroad only after they provide their passport details. We ask our customers to confirm the offer as soon as possible so that we will be able to execute all the documents and deliver faster. Approximately 20% of our customers fill in the customs declaration right after they are notified by SMS. However, it is a phone call that really encourages most of the customers to confirm the offer. By the end of the second day, 95% of the customer normally fill in their declarations.

Our operators used to call the customers personally. We wanted to minimize the costs and managed to accomplish this objective. Automated calls are 4 times cheaper than the operators’ work.
Alisa Ataeva
Head of Control Situation Department, Pony Express

Voximplant in action

Voximplant is integrated with the Pony Express ERP system, which provides data for the phone calls on a daily basis. The Voximplant robot makes three attempts to call the customer. During the call, a smart IVR system allows the customer to connect to the operator if needed. Then the call statuses are sent to the Pony Express CRM system.

Results

95% of Pony Express customers fill in the customs declaration within 12 hours after the robot calls
Automatic reminders are 4 times cheaper than the operator’s work.
The call results are immediately displayed in the Pony Express ERP system.
The system has been successfully in use since July 2016.
The workflow has been developed and implemented within a few days.