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IRUK Top500 The Customer Report: 2018

IRUK Top500 The Customer Report: 2018

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HDNL launches text message delivery notifications

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Home Delivery Network Limited (HDNL) has introduce an SMS text message service that can be tailored to fit within a retailer’s specific processes or technical requirements.

Once a delivery schedule has been determined, customers will receive a text message alert from HDNL to inform them of the intended delivery date or encourage the recipient to reply and nominate an alternative date. On the day of the delivery, a second text message will be sent advising the customer of the three hour window in which their delivery is scheduled to arrive.

"The SMS mobile text message service will improve the online shopping experience as customers will not have to wait in all day to receive a parcel," says HDNL. "It will also increase the amount of 'first time' deliveries, avoiding the scenario of customers not being in to receive their delivery."

IT director Chris Airey says that "We are making this investment to improve customer communication and satisfaction. This enhanced service will allow consumers to make certain choices relating to the day of delivery. It's an exciting advancement which will ultimately make the delivery process more efficient and convenient."

The introduction of the SMS service is one of several service initiatives being introduced by HDNL's new IT division, which is also embarking on a graduate recruitment programme for IT specialists.

"The IT function is central to achieving HDNL's aim of providing a 'best in class' customer experience," explains Chris Airey. "We are looking for talented individuals who are confident, commercially focused and good communicators to take on a host of challenging IT roles."
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