How Blue Dart Streamlined Shipment Delivery with WhatsApp Chatbot to Achieve 2.5x ROI

Overview

Blue Dart is a leading logistics company renowned for its reliable and efficient courier services since its inception in 1983. It is the first logistics company in India that received the ISO 9001 certification, signifying its commitment to operational excellence and customer satisfaction. Together with Jio Haptik, the company sought to improve the efficiency of its delivery service and maximize its ROI, by implementing an innovative solution.

3.2 Mn
Conversations handled by bot
78%
End-to-end automation
2.5x
ROI

Challenge

Imagine a delivery partner who arrives at the delivery location, expecting to hand over the shipment to the customer. Except, the recipient isn’t there. The delivery partner contacts them to know their whereabouts. Blue Dart wanted to address this inefficiency when customers aren’t present at the delivery location.

 

  • The company wanted to reduce customer unavailability when the delivery partner arrives at the location to hand over the product/item.

  • Manually reaching the customer and asking for their exact location details, was both inefficient and led to an increase in costs for the company.

  • Blue Dart wanted to confirm the customer’s availability at the delivery location to streamline the shipping process.

Solution

Blue Dart collaborated with Jio Haptik to implement a WhatsApp chatbot to eliminate bottlenecks during shipment delivery. The solution serves ~1 million monthly users, enabling Blue Dart to proactively track customer availability for seamless delivery.

 

  • Implementing the chatbot on WhatsApp Business API helped Blue Dart automate 78% of conversations end-to-end. With real-time updates and proactive notifications, the bot alleviated instances of customer unavailability and made delivery more efficient.

  • The chatbot reduced back-and-forth communication by automating key touchpoints such as delivery updates, scheduling delivery times & resolving routine queries at scale. The streamlined approach enhanced overall efficiency and customer satisfaction.

  • Thus, Blue Dart’s delivery partners could optimize their routes by clustering deliveries to nearby locations for improved cost-to-value ratio.

PLATFORM
WhatsApp
USE-CASES
Product Not Delivered

Ensuring seamless last-mile delivery requires precision and efficiency. A common challenge arises when a delivery partner reaches the designated location only to find the recipient unavailable. Manually coordinating with customers in such instances can lead to inefficiencies and added complexities. Blue Dart sought a solution to enhance delivery accuracy by confirming recipient availability in advance, optimizing the process for both customers and delivery teams. Jio Haptik’s WhatsApp chatbot has significantly enhanced the delivery accuracy by confirming recipient availability in advance, optimizing the process for both customers and delivery teams.

Elton DSouza
Elton DSouza

GM - Customer Digital Solutions, Blue Dart

End Result

The Blue Dart-Jio Haptik collaboration is a step into the future of logistics management. With effective use of WhatsApp automation, Blue Dart ensures smooth operations through efficient shipment delivery and enhanced customer experiences. After this successful implementation, Jio Haptik and Blue Dart are partnering to build a website chatbot integrated with new skills to book shipment and track, cancel or modify existing shipments. The next phase of implementation will also integrate APIs that facilitate real-time shipment tracking, location sharing and provide an estimated cost of delivery.