About ShipZip
ShipZip is an intracity logistics platform and service provider that specialises in using its vast delivery network to ship products, parcels, and raw materials. ShipZip serves major companies, small businesses, and popular e-commerce brands across 7 cities in India,offering cross-dock distribution, fulfilment, and first- and last-mile delivery.
Problem Statement:
ShipZip struggled to manage their onboarding process for new vehicle partners.
The key challenges include:
- Team had to search for multiple vehicles across locations via field sales and online inquiries.
- Spending time on various websites and social media for inquiries led to further delays.
- Lack of efficient and adequate tools to manage numerous inquiries.
They required a way to plan and automate the onboarding procedure to prevent lead loss and increase overall productivity.
The Solution
ShipZip partnered with MyOperator and used their voice and WhatsApp solutions to address these challenges.
They implemented an Interactive Voice Response (IVR) system that enables potential customers to make a call and communicate that they would like to connect their vehicles to ShipZip's network.
They also included a WhatsApp chatbot to manage missed calls. The bot automatically messaged the caller when an agent missed a call, requesting additional information about the issue in question.
The WhatsApp chatbot assisted users by taking them step-by-step through the process of:
- Gathering paperwork
- Driver's licence
- Other related information
By streamlining the onboarding procedure, this automated solution made sure that every lead was properly received and handled.
Key Results
The implementation of MyOperator's voice and WhatsApp solutions significantly improved ShipZip's operations in the following ways:
- Reduced reliance on manual processes.
- Achieved 25-30% cost reduction.
- An automated system made sure that every lead was acquired and effectively handled.
- Created a more organised and productive onboarding process.
- Allowed ShipZip to focus on core operations.
- Increased customer satisfaction and overall productivity.
Customer Speaks:
Partnering with MyOperator has changed our onboarding process. Their voice and WhatsApp solutions streamlined our operations, reduced costs, and improved efficiency. The automated system ensures we never miss a lead, allowing us to focus on excellent customer service. MyOperator has improved our customer engagement and operational success.
- Karan Walia, Co-Founder, ShipZip
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