As one of the UK’s leading parcel carriers, Yodel wanted to build a robust customer journey that matched up to their customers’ specific needs and expectations. Built into this requirement was a need to develop a clear digital strategy, in order to fully transform interactions for the end customer, and the brands which use Yodel’s services.

There were several other specific requirements involved in creating the journey

  • Establish new ways of working, to effectively meet the customer needs
  • Replace standalone legacy systems
  • Streamline existing journeys and processes, and reinvesting these resources into new technical solutions and front line customer teams

A truly multi-service client, we are proud to be supporting Yodel in transforming their customer experience. Working in close partnership with their customer teams, we deployed a wide range of Webhelp solutions in this multi-year project, including customer experience management, digital transformation, customer journey design and customer analytics, as well as our business process services.

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