Hermes digitally enhances parcel delivery experience with imimobile

Parcel delivery provider to use imimobile’s communications platform, Webex Connect, to orchestrate digital customer engagement

London

Global cloud communications software and solutions provider IMImobile PLC, has been chosen by Hermes for the implementation of its new parcel notifications strategy as part of the company's ‘Digital Futures’ program. Hermes will be using IMImobile’s enterprise cloud communications platform, Webex Connect, to power millions of delivery notifications each month on behalf of their retail customers.

Webex Connect enables customer experience automation for millions of deliveries that are processed every year by Hermes. Customer journeys built in Webex Connect currently include returns management; geo-fencing, which provides customers with the ability to track their driver as well as ‘SafePlace’ photo. This provides consumers with the added confidence that their parcel has arrived even if they are not at home.

Chris Ashworth, Chief Information Officer of Hermes commented, “IMImobile has been instrumental in helping to deliver our ‘Digital Futures’ program that prioritises customer experience through investment in innovation and technology. Webex Connect has seamlessly integrated with our existing systems and enabled us to enhance parcel notifications and tracking for our retail clients and their customers. We see technology as the biggest differentiator in our industry and digital transformation will be crucial to helping us stand out in a competitive landscape.”

Webex Connect enables Hermes to significantly speed up the design of innovative customer journeys with its low-code, visual flow builder, out-of-the-box integrations with CRM, marketing and Contact Centre systems, and multichannel messaging API’s. The platform has allowed Hermes to easily configure new messaging journeys in a matter of weeks and enhance the overall end to end user experience for its retail clients, its B2B ParcelShop clients and for customers who have placed an order.

Jay Patel, Chief Executive at IMImobile, commented, “We are delighted to be working with Hermes, one of the UK’s leading parcel delivery companies, to support its award-winning ‘Digital Futures’ program. Our scalable enterprise CPaaS platform, Webex Connect, has enabled Hermes to rapidly deliver innovative new customer journeys to power millions of parcel notifications. We are excited about the prospect of working with Hermes on future initiatives.”

For more information on how Webex Connect can help to digitally transform your customer experience, please find some more information here.

For further information please contact:

Charlotte Jewsbury, Marketing Director. jewsbury@cisco.com
(408) 526-4000

About Webex CPaaS Solutions

Webex CPaaS Solutions (previously known as imimobile) provides cloud communications software and services that manage business-critical customer interactions at scale. 

Our enterprise-grade, cloud communications platform (CPaaS), Webex Connect delivers end-to-end customer journeys by orchestrating, automating, and monitoring interactions and integrating with existing, disparate back-end systems. This provides a choice of tools and capabilities for IT teams, developers and line of business teams to build seamless customer experiences

We also provide a set of SaaS applications designed specifically for business users who are looking for pre-packaged applications for use within their organization; these include Webex Campaign, Webex Engage, Webex Notify and Webex Assist.

To put it simply, we help businesses to lower costs, reduce complexity and accelerate IT roadmaps. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences.