Case Study: DPD achieves higher customer satisfaction and 20% lower costs with Infobip

DPD Transforming the delivery experience with Viber and SMS

DPD needed a more reliable way to communicate delivery updates while raising delivery rates and easing pressure on its contact center. To improve customer experience and control costs, DPD worked with Infobip using a Viber notifications solution with SMS failover, in partnership with Croatian Telecom.

Infobip helped DPD introduce Viber notifications backed by SMS failover, ensuring messages were delivered reliably even when one channel was unavailable. The result was a 20% reduction in delivery and contact center costs, along with higher customer satisfaction and successful deliveries.

DPD

Tomislav Lažeta

Sales Director