Yodel

The numero solution:

  • Supports up to 500 concurrent users
  • Helps manage 200 million items annually
  • Streamlines customer contact by phone, email, text messaging, online portals
    and websites via one fully integrated system
  • Re-engineers processes in multiple departments including client and customer support, claims and complaints
  • Major system migration project managed by numero Professional Services team

What we did:

numero played a central role in the entire business re-engineering project by creating a single application, on one code set, to support the way the newly integrated organisation takes care of the specific needs of its different customer segments. Rather than simply replicate the functionality of the legacy systems of the two businesses, numero worked hand-in-hand with Yodel to create a new approach to customer management across all core activities including bookings, parcel tracking, claims and complaints - underpinning the overall ‘right first time’ objective of a six sigma improvement plan. Critically, the numero solution has been created with the flexibility to address the requirements of each customer segment.

As with all large scale projects of this nature, numero adopted a systematic yet flexible approach to the challenge by first employing the numero act methodology to determine precise business requirements before progressing through the numero pro services organisation to design and implement the numero platform in line with a comprehensive project plan. As a result, an entirely new contact centre management system was implemented in three phases, each delivered on-time and on-budget.

Outcomes:

The numero solution has fundamentally changed the entire customer management approach of Yodel. Rather than simply improving agent handling times, the platform has delivered an array of quantifiable benefits that include:

  • Increased first time resolution rates
  • Significantly reduced back office workloads
  • Better agent experience with a single interface for all transactions
  • Drastically streamlined processes that eradicate duplication
  • Enhanced customer journeys for claims, refunds and complaints
  • Improved management information enabling root cause analysis for further process improvements
  • Better customer experience
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Further reading:

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