Case Study: Australian National Couriers reduces call centre queries and boosts delivery CX with Catch Design

Australian National Couriers removes 20,000 monthly calls with Catch Design

Catch Design partnered with Australian National Couriers (ANC), a major last-mile delivery service provider, to address a significant challenge. Following a brand repositioning focused on customer experience, ANC needed a new website that was more than a simple brochure; it required a complex self-service portal to give customers control over their delivery experience and reduce the high volume of calls to their operational center.

The solution implemented by Catch Design involved building the public website on the Storyblok headless CMS and creating a bespoke self-service portal integrated with ANC's proprietary systems. This allowed customers to track parcels, choose delivery dates, and reschedule deliveries themselves. The results were immediate and substantial, with almost 20,000 customers completing a self-service action in the first month, eliminating the need for that many calls and leading to a measurable improvement in customer satisfaction scores.

Australian National Couriers