Customer

European electro retailer with more then 60 stores

Case

Outsourcing of service messages towards customers (B-to-C environment).

Situation before cooperation with UnifiedPost

On a yearly basis, this customer sends 65.000 after sales service messages towards its customers (device fixing). These messages were all sent by postal mail, no matter what information was available in the database. The result was: expensive messages sent via (the slow) postal mail!

Situation with UnifiedPost

All messages are sent in a secure way towards the UnifiedPost platform. On the platform UnifiedPost processes these messages and sends them via e-mail if the e-mail address of the receiver is available, via sms if there is no e-mail address, via fax if there is no e-mail or mobile number. Eventually the message is sent by postal mail if there is no alternative channel. If an e-mail, sms or fax cannot be delivered within a limited timeframe, the platform will automatically sent the message towards a printer. In this case the printing in done inside the company.

The flow described above is a fully automated flow initiated on the platform. The customer is noticed much faster when the device is fixed.

Both the retailer and the store manager can check if a message is already sent to the customer.

Before, all messages were sent via postal mail, now 85% is sent via an electronic communication channel!

The result 

• Huge yearly savings on stamps.
• Yearly savings on ink, envelopes, letterheads, labour.
• Better service towards the customer (earlier notice).

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