VIETTEL POST JSC - Smartphone Application
Name of Organization / Company: VIETTEL POST Joint Stock Corporation, Hanoi, Vietnam
Category: Award for Innovation in Technology Management, Planning & Implementation > All Other Industries
Entry Title: ViettelPost Application
Essay:
Viettel Post Joint Stock Corporation was established on July 1, 1997 as a member company of Viettel Group, with more than 22,000 employees, 83 nationwide branches, 5 member companies (there are 2 companies abroad) and more than 2,200 post offices. Currently, Viettel Post is focusing on 3 main areas: domestic and international delivery, logistics and e-commerce.
In order to keep pace with the development of the market as well as to meet the stringent requirements of customers, we have launched a smartphone application called: ViettelPost.
Every day, there are up to 2438 calls to the call center to ask questions and reflect their comments on the service; the average time for each case is between 300 and 600 seconds. 30% of customers expect the order creation time to be shortened so as to increase the number of orders in a day to 2 or 3 times higher than present. 12% of customers have difficulty in controlling cash flow when using the COD service.
Concerned with these problems, Viettel Post application was developed as a commitment to give customers the best experience when using delivery services with 3 business philosophies:
First of all, "CUSTOMER -CENTRIC" -the application's interface is completely redesigned to be extremely user-friendly. With just one touch, customers can interact directly with their customers, customer care staff, pickup postman and delivery postman. Also with simple steps, customers can look up exact rates, current promotions or event print orders directly from the application through connection to printing devices. All customer’s issues are solved anytime, anywhere through this application.
Second of all, "THE MOST MODERN TECHNOLOGY APPLICATION" -With the support of AI (artificial intelligence) applied on this application, the order creation speed has tripled: average from 240 seconds to 80 seconds for new customers, and only 5 seconds for old customers. System will remember and store all the information that the customer has entered such as name, delivery address, phone number of their customer, and display it as an automatic suggestion for the next time. If your monthly output is large, ViettelPost also supports to create up to 500 consecutive orders per time or directly import excel files to save time. In addition, big data technology allows applications to display customized information to each customer, for example the promotion policy. More than that, with the real-time management technology, the location and status of customer’s parcel is always updated accurately on the application via a notification.
Finally, "Our best endeavor to improve the customer care system" – Customers’s feedback are always responded quickly. The processing time for customer’s request is reduced significantly, from 240 seconds to only 8 seconds! More, ViettelPost is also the first application on the market that serve the recipients. If you are the consignee of a parcel, you will receive notifications from sender such as: parcel location, status of parcel, estimate time of receipt, how many COD has to be paid... Management of cash flow when using COD and their partners will no longer be a worry with very intuitive interface and automated statistics system. When using the application, customers can also directly give comment on the service through the rating and complaint system. Thanks to that, customers’ comment and feedback are received and solved quickly. Therefore, ViettelPost customer care center can identify the downside of the application and service to find the quickest way to satisfy customers.
Since its launch, ViettelPost has continuously ranked top 3 in the Business category on the App Store and Google Play thanks to the belief in the quality of service from our customers. In the near future, ViettelPost promises to bring more and more breakthrough innovations to lead the delivery industry with its advanted technology
LINKS:
URL 1: https://youtu.be/Rn3YgDkDTqE
URL 2: https://docs.google.com/presentation/d/1tvZjfsuqleURK2DyRR2VtQWevgdjOYuCT2-AXL7ID6k