Hermes to digitally transform customer experience

Parcel delivery provider Hermes has chosen global cloud communications software and solutions provider IMImobile PLC, for the implementation of its new parcel notifications strategy as part of the company’s ‘Digital Futures’ programme.

Hermes will be using IMImobile’s enterprise cloud communications platform, IMIconnect, to power millions of delivery notifications each month on behalf of their retail customers.

IMIconnect enables customer experience automation for millions of deliveries that are processed every year by Hermes. Customer journeys built in IMIconnect 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, said: “IMImobile has been instrumental in helping to deliver our ‘Digital Futures’ programme that prioritises customer experience through investment in innovation and technology. IMIconnect 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.”

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’ programme. Our scalable enterprise CPaaS platform, IMIconnect, 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.”