SMS is the new black

A review of mass market mobile apps

Posts Tagged ‘Esendex’

Esendex delivers text messages for Kiddicare

Posted by Admin on January 26, 2009

Continuing the reprise of some of the Christmas articles here is a case study from Esendex. You can check out there case study with Ocado, the shopping delivery service here.

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Kiddicare delivers every time with help from Esendex

esendexKiddicare is the largest privately owned nursery supplier to the UK public and is dedicated to first class customer service. With 80 per cent of Kiddicare’s annual turnover, which is on target for £35 million, from online sales, kiddicare.com prides itself on being the most secure, committed, reliable and trustworthy online nursery business on the net.

In order to improve customer communication further and remain an innovator in its field, Kiddicare teamed up with business SMS specialist, Esendex, to offer a tailored text messaging service. Since implementing the Esendex service, Kiddicare has reduced its missed delivery rate by 30 per cent – a vital step to help manage operating costs.

About Kiddicare
Kiddicare is a family business established in 1974 and is now the largest privately owned nursery supplier to the public in the United Kingdom. Kiddicare.com was launched in 1999 and now dispatches stock using a leading-edge, automated picking system from its distribution centre in Peterborough. Kiddicare employs over 120 full time members of staff.

Conception
Kiddicare now sells 600,000 items a year through kiddicare.com and the team at Kiddicare knew what it wanted to achieve in terms of customer communication. The idea appeared simple: text customers when goods are dispatched. The challenge was finding a comprehensive provider to integrate with Kiddicare’s existing systems and reliably handle the required amount of SMS traffic.

Early Adopters
Kiddicare selected business SMS communications specialist, Esendex, to provide a text messaging system to meet its needs. In 2005, following meetings and product demonstrations, Kiddicare trialled a two-way Email SMS product information service using the Esendex system.

The service meant that customers could text Kiddicare with product enquiries. For example: Do you have pushchair [product name and number] in blue? Customer services would then text back the answer. Although the theory behind this service was sound, the execution proved unsatisfactory for both Kiddicare and its customers. It was time consuming for Kiddicare staff and customers really did not require such a service, especially as Kiddicare.com provides all stock availability information quickly and easily. A much more important factor for success and customer satisfaction was hitting the delivery slot.

The Delivery
With 80 per cent of its business online, Kiddicare has to ensure that its delivery service is second to none. This means making the most of the systems it has available to ensure customer communication is ahead of its time.

Scott Weavers-Wright, Partner at Kiddicare, explains, “We quickly realised that the SMS service from Esendex could be put to better use with a text message detailing the dispatch of customer orders. One of our key performance indicators in e-commerce is ensuring that home deliveries are made efficiently. This means being on time and ensuring the customer is available to accept the delivery. Returned or failed deliveries cause delays and problems for our customers, our staff and the delivery company. The best way around this is prevention rather than cure.”

The Formula
Kiddicare utilises Esendex’s standard API (Application Programming Interface) to integrate with its existing systems and automate the sending of customer dispatch texts. The outbound-only text delivery system means Kiddicare customers are kept fully up to date with the status of their order and can make changes as required.

“At the point of order, the customer inputs their mobile number in the Kiddicare checkout system. As soon as the goods are dispatched from the warehouse, the customer receives an SMS to say their order is on its way. If we only have their landline number, this is not a problem as the Esendex system sends the message to this number where it is converted to a voice message for the customer to retrieve,” comments Weavers-Wright.

Example text: “Fantastic news, your goods have been dispatched from Kiddicare.com. Order no. 1234567 left our warehouse today on a next working day service (Mon-Fri).”

To validate the communication, the messages are “Kiddicare” branded rather than displaying a mobile number or shortcode to keep the customer informed about their order. A send-only service of this nature ensures Kiddicare keeps a tight handle on customer delivery changes through the appropriate order channels to save staff time and possible inconsistencies from the customer.

Walking Tall
“The Esendex API is very intuitive and integrates well with our existing business applications,” highlights Weavers-Wright. “It’s reliable and with outstanding availability. It really has helped keep our customers happy, which means we can get on with running the business and maintaining excellent service.”

Since implementing the Esendex system, Kiddicare has seen a 30 per cent reduction in its carded missed deliveries rate, which is where the delivery company has to leave a card if the customer is unavailable to receive the order.

“We have noticed a significant improvement in our delivery rates, which is excellent news for our customers, our staff and our suppliers. Customer feedback has been overwhelmingly positive about the text messaging system and we continue to look at ways to improve this further still,” concludes Weavers-Wright.

Posted in Enterprise, Texts work | Tagged: , | Leave a Comment »

12 Days of Christmas – Esendex delivers text messages for Kiddicare

Posted by Admin on December 27, 2008

Today’s article is a case study from the lovely people at Esendex. You can check out there case study with Ocado, the shopping delivery service here.

– – –

Kiddicare delivers every time with help from Esendex

esendexKiddicare is the largest privately owned nursery supplier to the UK public and is dedicated to first class customer service. With 80 per cent of Kiddicare’s annual turnover, which is on target for £35 million, from online sales, kiddicare.com prides itself on being the most secure, committed, reliable and trustworthy online nursery business on the net.

In order to improve customer communication further and remain an innovator in its field, Kiddicare teamed up with business SMS specialist, Esendex, to offer a tailored text messaging service. Since implementing the Esendex service, Kiddicare has reduced its missed delivery rate by 30 per cent – a vital step to help manage operating costs.

About Kiddicare
Kiddicare is a family business established in 1974 and is now the largest privately owned nursery supplier to the public in the United Kingdom. Kiddicare.com was launched in 1999 and now dispatches stock using a leading-edge, automated picking system from its distribution centre in Peterborough. Kiddicare employs over 120 full time members of staff.

Conception
Kiddicare now sells 600,000 items a year through kiddicare.com and the team at Kiddicare knew what it wanted to achieve in terms of customer communication. The idea appeared simple: text customers when goods are dispatched. The challenge was finding a comprehensive provider to integrate with Kiddicare’s existing systems and reliably handle the required amount of SMS traffic.

Early Adopters
Kiddicare selected business SMS communications specialist, Esendex, to provide a text messaging system to meet its needs. In 2005, following meetings and product demonstrations, Kiddicare trialled a two-way Email SMS product information service using the Esendex system.

The service meant that customers could text Kiddicare with product enquiries. For example: Do you have pushchair [product name and number] in blue? Customer services would then text back the answer. Although the theory behind this service was sound, the execution proved unsatisfactory for both Kiddicare and its customers. It was time consuming for Kiddicare staff and customers really did not require such a service, especially as Kiddicare.com provides all stock availability information quickly and easily. A much more important factor for success and customer satisfaction was hitting the delivery slot.

The Delivery
With 80 per cent of its business online, Kiddicare has to ensure that its delivery service is second to none. This means making the most of the systems it has available to ensure customer communication is ahead of its time.

Scott Weavers-Wright, Partner at Kiddicare, explains, “We quickly realised that the SMS service from Esendex could be put to better use with a text message detailing the dispatch of customer orders. One of our key performance indicators in e-commerce is ensuring that home deliveries are made efficiently. This means being on time and ensuring the customer is available to accept the delivery. Returned or failed deliveries cause delays and problems for our customers, our staff and the delivery company. The best way around this is prevention rather than cure.”

The Formula
Kiddicare utilises Esendex’s standard API (Application Programming Interface) to integrate with its existing systems and automate the sending of customer dispatch texts. The outbound-only text delivery system means Kiddicare customers are kept fully up to date with the status of their order and can make changes as required.

“At the point of order, the customer inputs their mobile number in the Kiddicare checkout system. As soon as the goods are dispatched from the warehouse, the customer receives an SMS to say their order is on its way. If we only have their landline number, this is not a problem as the Esendex system sends the message to this number where it is converted to a voice message for the customer to retrieve,” comments Weavers-Wright.

Example text: “Fantastic news, your goods have been dispatched from Kiddicare.com. Order no. 1234567 left our warehouse today on a next working day service (Mon-Fri).”

To validate the communication, the messages are “Kiddicare” branded rather than displaying a mobile number or shortcode to keep the customer informed about their order. A send-only service of this nature ensures Kiddicare keeps a tight handle on customer delivery changes through the appropriate order channels to save staff time and possible inconsistencies from the customer.

Walking Tall
“The Esendex API is very intuitive and integrates well with our existing business applications,” highlights Weavers-Wright. “It’s reliable and with outstanding availability. It really has helped keep our customers happy, which means we can get on with running the business and maintaining excellent service.”

Since implementing the Esendex system, Kiddicare has seen a 30 per cent reduction in its carded missed deliveries rate, which is where the delivery company has to leave a card if the customer is unavailable to receive the order.

“We have noticed a significant improvement in our delivery rates, which is excellent news for our customers, our staff and our suppliers. Customer feedback has been overwhelmingly positive about the text messaging system and we continue to look at ways to improve this further still,” concludes Weavers-Wright.

Posted in Enterprise, Texts work | Tagged: , | Leave a Comment »

Esendex has delivered over 2.7 million text messages for Ocado

Posted by Admin on November 26, 2008

I got this really interesting case study from Ocado and Esendex about how the use of simple SMS can alter how a business interacts with both its staff and its customers.

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Ocado is an online grocer that delivers Waitrose groceries to shoppers that order them over the internet. It currently serves about 13.5 million UK households across the South East, the Midlands and the North West and more recently the South Coast of England.

Ocado turned to Esendex to help with two key areas. The first was to send messages to employees, especially when it came to managing shifts and overtime. The second was to communicate customers, informing them directly, quickly and easily of delivery details and updates. Since implementing SMS services from Esendex, Ocado has sent a total of 2.7 million customer and staff text messages.

Mark Watson, Head Business Planning at Ocado, said of the need to contact staff:

“Our Customer Service Team Members are vital to the success of Ocado. To deliver the best possible service for our customers, we need to be able to draw on our operatives’ skills effectively, sometimes at short notice, especially at peak season, such as Christmas.”

While the requirement to contact customers is equally important to Watson:

“We’re driven by our customers’ needs so we’re always looking for ways to enhance our services for them and pride ourselves on innovation. By improving our behind the scenes operations, we can add real value to our offering.”

To solve these two needs, Ocado turned to Esendex and the Esendex API which enables automated texts to be sent and received with ease. Ocado actually runs two services side-by-side, one to communicate with customers, one to communicate with staff.

For customer services, Esendex provides an automated service, which involves a one-way text messaging service. This means the Ocado order system texts the customer at the appropriate time with a delivery notification, update or opportunity to change their grocery order. The customer is informed in a direct and timely fashion, ensuring Ocado can manage all changes through the appropriate channels to save time and possible inconsistencies.

An example of the message sent to a customer is:

“Dear Mrs ………. Don’t forget your Ocado delivery is due tomorrow at 9:00pm. You have until 11:00pm today to make any last-minute changes to your order”

Internally at Ocado, the Esendex service guarantees managers can keep a large number of staff well informed of updates quickly and easily and vice-versa. Using a two-way SMS service, resource planners at Ocado have direct access to the application to plan shifts, overtime and holiday cover. For example, planners can text large groups of staff members to ask who wants overtime and staff can then reply on a first-come, first-served basis.

An example of the message sent to staff is:

“Overtime available for your upcoming shift. If you are interested send back your handscan only and we will call you to confirm”

Benefits

The key benefits for Ocado of the new service have been:

• Increased communication with staff which is quick and easy and strengthens day to day operations
• An effective tool to use to enhance levels of customer service, adding value to the service delivered
• Advice and consultancy from a trusted and reliable supplier.

Mark Watson says of texting to staff:

“We’ve been able to reduce calling times considerably since implementing the service which has been a real improvement for day to day operations. Previously, resource planners spent hours calling staff about cover notifications, now it can be done in a matter of minutes.”

He says of the service for customers:

“We’re dedicated to constantly improving what we do. By integrating available, effective technology and by challenging ourselves, we can deliver the highest standard. We strongly believe that we lead the way in terms of innovative services, such as this and we hope that people think of us when they want excellence in online grocery shopping and delivery.”

Posted in Enterprise, Texts work | Tagged: , , | 2 Comments »

Taptu and Esendex team up

Posted by Admin on November 24, 2008

Esendex has signed a deal with Taptu that means it provides the SMS network for Taptu users to share mobile content with their friends.

Taptu (http://taptu.com) calls itself “a new, free, mobile search engine”, that allows users to search for mobile content. Once searched for and found, many people want to share it with friends and this is where Esendex (www.esendex.co.uk) comes in – providing the reliability of service so that Taptu users can be confident the messages they send reach their friends.

Lynsey Tucker, who is the Head of Commercial at Taptu, said: “Our users demand that what they share will be received, so its essential we have a confidence in our SMS partner. We chose Esendex as it has direct links to the five major UK mobile operators and the service is proven, reliable and effective.”

I spoke to Adam Bird of Esendex about the deal and he said: “The value to the user of the Taptu service is well documented. The key thing we do is make sure the SMS piece works seamlessly. Any failure in the process degrades the value to the end user.”

But, now that Taptu is using Esendex there won’t be any failure in the process.

Posted in Mobile Search | Tagged: , , | 1 Comment »