Hermes selects IMImobile technology for new parcel notifications strategy
IMImobile
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17:14 19/02/21
Cloud communications software and solutions provider IMImobile announced on Wednesday that it has been chosen by parcel delivery firm Hermes, for the implementation of its new parcel notifications strategy as part of its ‘Digital Futures’ programme.
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The AIM-traded company said Hermes would be using its enterprise cloud communications platform, ‘IMIconnect’, to power millions of delivery notifications each month on behalf of their retail customers.
It said IMIconnect enabled customer experience automation for millions of deliveries that were processed every year by Hermes.
Customer journeys built in IMIconnect currently included returns management; geofencing, which provides customers with the ability to track their driver; as well as a ‘safe place’ photo.
That provided consumers with the added confidence that their parcel had arrived, even if they were not at home.
“We are delighted to be working with Hermes, one of the UK’s leading parcel delivery companies, to support its award winning ‘Digital Futures’ programme,” said IMImobile chief executive officer Jay Patel.
“Our scalable enterprise CPaaS platform, IMIconnect, has enabled Hermes to rapidly deliver innovative new customer journeys to power millions of parcel notifications.
“We are excited about the prospect of working with Hermes on future initiatives.”
IMImobile said IMIconnect would enable Hermes to “significantly speed up” the design of innovative customer journeys with its low-code, visual flow builder, out-of-the box integrations with customer relations management, marketing and contact centre systems, and multichannel messaging API’s.
The platform had allowed Hermes to “easily configure” new messaging journeys in a matter of weeks, and enhance the overall end-to-end user experience for its retail clients, its business-to-business ‘ParcelShop’ clients, and for customers who had placed an order.
“IMImobile has been instrumental in helping to deliver our ‘Digital Futures’ programme that prioritises customer experience through investment in innovation and technology,” said Hermes chief information officer Chris Ashworth.
“IMIconnect has seamlessly integrated with our existing systems and enabled us to enhance parcel notifications and tracking for our retail clients and their customers.
“We see technology as the biggest differentiator in our industry and digital transformation will be crucial to helping us stand out in a competitive landscape.”