Customer Story Hermes

Improving the last mile delivery experience

Background

Hermes ‘Digital Futures’ program prioritizes customer experience through investment in technology in order to differentiate Hermes from their competition and enhance their reputation in the market.

Hermes wanted to automate end-to-end journeys across multiple customer touchpoints that use system data to trigger communications and personalize interactions. To achieve this, they needed to access the latest communications channels and business logic capabilities but aligned to their ever-growing number of business systems.

How did we help?

Within three months, imiconnect was fully deployed and Hermes was able to configure new messaging journeys without replacing their existing systems. All business and third-party supplier systems are centrally integrated into imiconnect, enabling for complex business processes to be orchestrated as communication flows, helping to deliver true end-to-end engagement. Hermes launched new messaging journeys for returns management, parcel tracking, and completed deliveries. New features were added to communications, such as driver signatures and ‘SafePlace Photo’, which provides customers with the added confidence that their parcel has arrived safely and where they can locate it when home.

Customer Success Story What was the impact?

imiconnect has enabled Hermes to create new automated customer journeys up to ten times faster.

imimobile has been instrumental in helping to deliver our ‘Digital Futures’ program that prioritizes customer experience through investment in innovation and technology. imiconnect has seamlessly integrated with our existing systems and enabled us to enhance parcel notifications and tracking for our retail clients and their customers.”
Chris Ashworth CIO Hermes

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