Case Study: Hermes achieves faster digital customer communications with IMIconnect by IMImobile

Hermes - Customer Case Study

Hermes, a multi-national parcel delivery company, faced the challenge of enabling its 'Digital Futures' programme and improving its customer experience. To overcome siloed systems and slow, code-based development, they sought an enterprise cloud communications platform. Hermes selected the IMIconnect platform from vendor IMImobile to act as a central hub for automating end-to-end customer journeys.

The IMImobile solution integrated Hermes's existing systems and enabled the rapid configuration of new messaging flows using a visual drag-and-drop editor. This allowed Hermes to quickly launch enhanced notifications for parcel tracking and delivery, featuring new capabilities like SafePlace photos. As a result, the vendor helped Hermes transform the end-user experience, create new service offerings that differentiate them from competitors, and deploy new automated customer journeys up to 10 times faster.

Hermes

Chris Ashworth

Chief Information Officer