In the logistics industry, effective communication is essential for maintaining smooth operations and providing a high-quality customer experience. This case study focuses on a logistics brand with a vast network of partner brands, each with its own unique requirements, service providers, and communication templates. We explore the challenges faced by the brand and how it overcame them by partnering with a third-party vendor to streamline their communication processes.
- Complex network of partner brands:
The logistics brand operates within a large network of multiple partner brands. Each partner brings their own set of service providers, communication templates, reports, and other essential elements. This complexity adds significant pressure on the engineering teams to ensure seamless communication for every associated business.
- Essential communication templates:
To provide transparency and updates to customers, the logistics brand requires a range of communication templates. These templates include order received, order dispatched, order on the way, order to be delivered today, order delivered, and order feedback. Each template must be customized and sent to the right audience at the right time.
- Burden on engineering teams:
Handling the communication processes internally puts a strain on the engineering teams. They have to manage multiple service providers, navigate template approvals, and ensure smooth delivery of notifications. This increased workload can hinder their ability to focus on core logistics operations and maintain a high-quality customer experience.
- Complexities of sending notifications:
Even sending a simple SMS notification becomes a lengthy process. It involves multiple steps, such as template approval from telecom providers like Vodafone, deploying third-party platforms like Exotel for triggering the notifications, and finally ensuring that the notifications reach the intended recipients through the internal notification layer. This manual process adds unnecessary complexity and requires significant engineering resources.
- Importance of transactional communication:
For logistics partners, transactional communication plays a crucial role in their daily operations. Whether it's informing customers about failed payments or updating them about incorrect addresses, notifications are vital for resolving issues and maintaining customer satisfaction. Accuracy, timeliness, and proper targeting are paramount for effective communication.
- High volume of notifications:
With a large number of daily orders, the logistics brand sends out a minimum of 14-15k notifications per day. Managing such a high volume of notifications internally can be daunting and resource-intensive, diverting focus from the core logistics operations.
- Benefits of partnering with a third-party vendor:
Recognizing the challenges and complexities of managing communication internally, the logistics brand opted to hire a third-party vendor specialized in notifications. By leveraging the expertise of the vendor, they simplified the entire process and efficiently handled communication for multiple partner brands.
Efficient communication is crucial for logistics brands with vast partner networks. This case study highlighted the challenges faced by a logistics brand in managing communication templates, service providers, and the associated engineering workload.
By partnering with a third-party vendor, the brand streamlined its communication processes, freeing up engineering resources, improving accuracy and timeliness, and providing a seamless experience for its customers. Outsourcing communication management to a specialized vendor allows logistics brands to focus on their core operations while ensuring effective and hassle-free notifications for multiple businesses within their network.