The customer must be notified so the delivery can take place. We do this twice – one day before delivery and one hour before delivery. This is also a requirement of our partners, whose parcels are received by customers. The main challenge for us was that pre-delivery notification calls were difficult to audit.
After the introduction of smart dialing, we managed to create a convenient tool for tracking call status in real time. A manager from any city in the country can easily download data and check whether the customer's delivery notification was completed. These options are very attractive for the companies we work with.
An additional benefit was that the smart call helped free up time for both the courier and the contact center. For example, a customer decided to reschedule a delivery. Previously, the courier contacted the call center operator: the operator called the client and chose a different time for delivery with them. Now, as soon as the customer notifies the intelligent IVR about their decision, we automatically send a text message with instructions on how to choose a convenient time on their own.