Case Study: Smiths News achieves a 20% reduction in customer service calls with Keytree's SNapp mobile solution

Smiths News - Customer Case Study

Smiths News, which distributes over 40 million newspapers and 14 million magazines weekly to national and local retailers, faced a complex, time‑sensitive supply chain that generated more than 60,000 calls each week from over 30,000 retailers. To reduce contact‑centre volume and give retailers direct visibility into deliveries, Smiths News partnered with Keytree to develop SNapp, a mobile application for iOS and Android.

Keytree implemented SNapp as a mobile front end tightly integrated with Smiths News’ SAP backend, enabling retailers to check deliveries, submit claims and reorganise orders on the move. The solution cut customer service calls by 20%, sped up handling of queries and claims, delivered high quality (fewer than ten post‑launch bugs), earned industry awards and improved customer satisfaction while reducing operational costs.

Smiths News

Marcus Cotes

IT Director