Case Study: Hoff increases delivery confirmations with Voximplant automated reminder calls

Hoff - Customer Case Study

Hoff, a large Russian furniture and accessories hypermarket chain, needed a way to reduce delivery disruption risks and free operators from spending so much time on reminder calls. Delivery reminders had accounted for 40% of all operator calls, and the company wanted a more efficient way to confirm delivery terms and handle order changes.

Using Voximplant’s automated outbound calling platform, Hoff sends customer data every day so the system can interview customers, deliver reminders, and route calls to a live operator when needed. The result was 23K reminder calls per month, an 80% customer reach rate versus 60% for operators, and a 10% increase in delivery rate, while reminder automation substituted seven in-house operators.

Hoff

Marina Balysheva

Call Center Manager