Case Study: Leading Shipping and Logistics Company achieves better customer experience with CSG International Interactive Messaging

CSG Interactive Messaging Solution Creates Differentiated Approach to Notifying Customers of Pending Shipments and Deliveries

Leading Shipping and Logistics Company, one of the world’s largest express shipping providers, wanted to transform customer communications so shipments and delivery updates were more proactive, automated, and cost-effective. By reducing the need for customers to call the call center for status information, the company aimed to create a better customer experience while lowering operating costs and improving efficiency. CSG International provided the Interactive Messaging solution, including automated voice notifications.

CSG International implemented its Interactive Messaging platform to send proactive delivery alerts and shipment status updates, along with easy-to-follow instructions for customers receiving packages. The results included a 4% reduction in re-deliveries, more than 500,000 automated voice calls delivered each month, and fewer inbound status inquiries to the call center. The program also scaled from 9 U.S. locations to 92 locations across the U.S. and Canada, creating a more standardized and efficient customer notification process.