Case Study: An Post achieves faster, more efficient Track & Trace self-service with Genesys IVR

An Post, the Irish postal service, set about addressing a series of issues, which were impacting service quality to their customers

An Post, Ireland’s national postal service with over 1,100 post offices and 10,000 staff, was overwhelmed by high volumes of customer calls about Track & Trace and pricing that local delivery offices were not equipped to handle. Customers often called their local office and waited for staff who were out delivering mail, creating inconsistent service, frustration and inefficient use of resources.

An Post deployed a Genesys IVR self-service solution with speech recognition, DTMF fallback, a pricing menu and “whisper” transfers to agents. The platform now handles about 450–710 Track & Trace calls and 325–470 pricing calls daily, standardizes the customer experience nationwide, frees contact center staff for complex queries, speeds regional problem detection and delivered immediate, ongoing efficiency gains.

An Post

Aidan Hughes

Customer Service Manager