Agile solutions to digitally transform the supply chain

Embed omnichannel communications and services into your existing supply chain infrastructure to improve efficiencies, costs and customer experience.

Create a connected supply chain that improves efficiency and experience on both sides of the parcel delivery journey

Proactive communications

Integrate data from every touchpoint and business system to automate contextual and personalised customer journeys that improve CX and increase efficiency.

Order delivery notifications

Track orders across the supply chain, from warehouse to last mile, automating the delivery of real-time multi-channel communications to keep customers up-to-date.

Disruption management

Implement automated processes that recognise and respond to a disruption in real-time. Update customers on delays, reschedule delivery times, organise ‘safe place drop-off’, and more, to manage and resolve disruption.

Returns management

Fully automate the returns process using messaging-based channels to enable customers to organise return and courier collection, all without having to call the contact centre.

Customer self-service

Use AI customer self-service powered by NLP and rule-based decisioning to automate inbound customer enquires and outbound engagement, while routing priority queries to agents.

Omnichannel agent support

Consolidate all customer support channels to a single desktop for your agents, by either using IMImobile's Agent Desktop, IMIchat, or using our API to extend your existing environment.

“IMImobile has been instrumental in helping to deliver our ‘Digital Futures’ programme that prioritises 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, Chief Information Officer of Hermes

Deliver an innovative brand experience on behalf of retail clients

Advanced automation and mobile-first capabilities, such as digital signatures and geofencing, can be weaved into customer communications to create an innovative brand experience that retail clients welcome as part of their own.

Read about our project with Hermes, who are using IMIconnect to power millions of delivery notifications every month that use geofencing and rich-media to transform the delivery experience.

Deliver two-way proactive communications

Embed two-way omnichannel communications into apps, business systems and other touchpoints across the supply chain. Personalised delivery updates, real-time courier tracking, disruption notifications, and more, can be turned into automated processes that improve experience and logistical efficiencies.

Download our case study to learn how a UK delivery company reduced customer ‘no shows’ by automating the delivery of over 800,000 personalised multi-channel notifications every month.

End-to-end customer service automation

Through a blend of NLP and rule-based decisioning, enable customers to self-serve on their favourite digital and mobile channels. Deflect calls to digital channels, automating high volume inbound inquiries and routine outbound communications, to reduce operational expenditure.

Download our customer success story to learn how a virtual assistant helped a global home furniture retailer to double the number of customer enquiries handled by the contact centre.

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More resources

eGuide

A guide to the messaging channels and technologies helping CX professionals differentiate customer engagement and service.

Whitepaper

How to enhance existing contact center technology to gain omnichannel quick wins.

Solution Case Study

Improving the customer experience with proactive automated alerts & notifications.