One of Denmark’s largest online shops understands that successful parcel delivery is critical in ensuring a highly positive customer experience. Subsequently when half of all calls to customer service are regarding parcel delivery, it is crucially important to be able to identify and track customers’ parcels effectively.
“Our customer satisfaction surveys show that 80-90% of the customer experience depends on the delivery. The two most important factors for a successful delivery are transparency and timely delivery. We must not be unclear on that, ” Customer Experience Manager at Bilka.dk, Kasper Kristensen, explains.
It is especially in Bilka.dk’s customer service department that there is a need for transparency in delivery. Half of all calls each day are regarding parcel delivery, according to the Customer Service Team Leader, Mathias Lundquist:
“Customers are calling to know the shipping status on their parcel or if parts of their parcel are lost. Here it is important that we are quickly and easily able to track parcels and help customers. With Consignor Portal we are able to do just that.”
Consignor Portal is a web service in the cloud, which is continuously updated with carrier events and statuses of the shipments that Bilka.dk produce via the Consignor platform. Customer service is constantly able to track parcels by simply logging on to Consignor Portal over the Internet without disturbing the various carriers, as all waybill numbers are gathered in one overall system.
The Consignor Portal offers many features, one such feature is an extremely valuable and powerful tracking visibility tool for enabling Bilka.dk to efficiently track customers’ parcels.
Troubleshooting and flexibility via the Portal
“We also use the Portal for troubleshooting e.g. if a carrier scans a parcel incorrectly. We don’t need to involve freight personnel and drivers, because via the Portal we can easily find out where in the shipping process the error occurred. This means that we can faster rectify the error and tell the customer immediately why their package is delayed. ”
“The carrier can place the customer’s parcel in a safe place and take a picture of the parcel, and then we are able to find it via the Portal and thus tell the customer where their parcel is. We can also tell the customer if e.g. their spouse or colleague has signed for their parcel. This increases flexibility, ” Mathias Lundquist explains and summarizes:
“In short, Consignor Portal reduces the customer processing time because we are able to solve customers’ queries immediately, without involving freight personnel and drivers. Thus, the Portal gives us the overview we need in customer service in order to provide our customers with the best experience. ”
"Customers are calling to know the shipping status on their parcel or if parts of their parcel are lost. Here it is important that we are quickly and easily able to track parcels and help customers. With Consignor Portal we are able to do just that. "
Mathias Lundquist , Customer Service Team Leader at Bilka.dk