Urbano Envíos builds a communications channel through WhatsApp Business Platform enabling credit card recipients to confirm addresses and receive reminders about the required documentation they need on hand to receive deliveries, enhancing accuracy and productivity while saving costs for its clients.
delivery success rate for customers confirming addresses via WhatsApp
increase in productivity attributable to WhatsApp
message read rates through WhatsApp
decrease in volume of manual address changes entered by agents
From the last mile to the front door
Urbano Envíos is one of the largest logistics and courier companies operating in Latin America, working in Peru, Ecuador, and El Salvador. Headquartered in Ecuador, the company serves clients in the B2B and B2C markets. Corporate clients include financial institutions, telecommunications operators, traditional retailers, and e-commerce companies.
Fast, accurate deliveries every time
Urbano Envíos wanted couriers serving its financial services customers to deliver packages to the right addresses on the first attempt – reducing costs, labor, and time related to repeated trips. The company needed an interactive communications channel that allows recipients to confirm addresses while getting reminders about documents to have on-hand for smooth deliveries.
Interactive communications channel
As a leading logistics and courier company in Latin America, Urbano Envíos ensures that its clients get their goods on customers’ doorsteps as safely and efficiently as possible. Businesses in Ecuador often turn to Urbano Envíos to deliver documents, packages, credit cards, and other key items to their customers – and demand for deliveries increased when the pandemic closed many in-person offices and branches.
Traditionally, Urbano couriers relied on the last home or work address a recipient provided to the bank. If the customer wasn’t at that address, the courier had to return the package to a warehouse. Team members working on client accounts needed to track down that customer and manually update internal databases with the correct address. Even if a customer was in the right place at the right time, they couldn’t accept their package without the correct documentation.
Though Urbano sent recipients notifications about pending deliveries and requests to confirm addresses via SMS messages, one-way messaging made it difficult for customers to provide updates. Limited character counts also posed a challenge in sharing full reminders about the right ID and other documents to have on hand.
Seeking a faster, more interactive communications channel, Urbano found that WhatsApp was widely used among its customer base in Ecuador. Working with communications platform Aldeamo, Urbano created a channel powered by WhatsApp Business Platform.
When a customer opts in to receive notifications via WhatsApp, they’ll receive a message inviting them to either confirm or update the address on file within two days of delivery. If a customer selects the option to update, they get a follow-up message prompting them to respond with their new address.
Proactive customer address validation ensures timely and accurate delivery
Pre-delivery messaging informs customers of documentation required to receive package
After launching its channel on WhatsApp, Urbano found that roughly 40 percent of customers responding to the confirmation message needed to update their addresses prior to delivery.
“With the speed and convenience of WhatsApp, we’ve reached read rates of 60 percent as more customers give us the information to ensure accurate deliveries,” says Andrés Borrero Perelló, CEO, Urbano Envíos. “Previously, half of all incomplete deliveries were related to inaccurate addresses. Now, we have a 100 percent success rate in getting deliveries on the first attempt to customers who confirm their addresses via WhatsApp.”
“Using WhatsApp for proactive messaging gives Urbano Envíos certainty that every customer who opts in receives the information to ensure a smooth delivery, while reducing costs of storing returned packages and the labor associated with tracking addresses,” says Ana Cadillo, Marketing Manager, Aldeamo.
Now, more customers have their appropriate ID and documents ready in advance of a delivery, reducing the number of trips for couriers. At the same time, Urbano agents assigned to each client spend less time tracking customers or fielding calls from customers who remember that they need to change their address.
“Coordinating credit card deliveries through WhatsApp helped us gain two days’ worth of productivity. The amount of time our agents spend on tasks related to tracking addresses has dropped by 25 percent, freeing them to provide even more services to our clients,” says Perelló. “The volume of address change requests from customers that agents enter manually has dropped by 35 percent.”
Inspired by the increased productivity and improved service for its clients, Urbano is looking to automate its entire delivery process through WhatsApp.
“Through WhatsApp, we transformed our delivery processes and offer more time-efficient, cost-effective service to our clients,” says Perelló.
Improved accuracy and productivity
Urbano Envíos creates a communication channel through WhatsApp Business Platform that ensures a 100 percent delivery success rate while improving overall productivity and allowing internal teams to deliver better service to clients.
- 100 percent delivery success rate for customers confirming addresses via WhatsApp
- 2x increase in productivity attributable to WhatsApp
- 60% message read rates through WhatsApp
- 35% decrease in volume of manual address changes entered by agents
“With the speed and convenience of WhatsApp, we’ve reached read rates of 60 percent as more customers give us the information to ensure accurate deliveries. Previously, half of all incomplete deliveries were related to inaccurate addresses. Now, we have a 100 percent success rate in getting deliveries on the first attempt to customers who confirm their addresses via WhatsApp.”