Singapore Post have been delivering to homes and businesses in Singapore for over 150 years. Building on its trusted communications via domestic and international postal services to homes and businesses, SingPost is leading the way in end-to-end integrated and digital mail solutions.
SingPost did not have a comprehensive messaging platform, and therefore was limited in its potential for future growth. Less than 65% of first delivery attempts were successful, which ultimately resulted in costly and timely follow-up deliveries. The service required a platform that could allow their customers to prepare for a home delivery.
SingPost were faced with a challenge that meant their legacy system had reached the limits of its usability. While still managing existing message flows, it lacked the capability to scale and integrate with other databases and enablement platforms. This limited the potential for future growth and advanced communication capabilities.
The Whispir Platform has been implemented in a phased approach. The first steps meant integrating SingPost’s automated courier system, then following with parcel pickup, customer engagement and ITSM communications. Whispir’s unified communications platform replaced SingPost’s existing SMS gateway, increasing first attempt deliveries by 40%.
SingPost officers sends delivery notification with Whispir, via SMS and email to notify customers when they can pick up their parcels, which offers secure and auditable records of delivery notification status.
Whispir implemented an automated SMS gateway, informing customers of an upcoming delivery. 150 PopStations were rolled out across the country, secured and activated with a one-time password, powered by Whispir.
The Whispir platform improved customer engagement and feedback, rapid response and two-way communications with customer and staff, resulting in increased delivery efficiency. The initial successful adoption of Whispir for customer notifications has grown to include a comprehensive range of internal and external communication tools. Thus improving customer service and help cut operating costs. Whispir’s platform has resulted in streamlined support and standardisation across Whispir for multiple use cases with SingPost, and offers a consistent technology stack to build upon when planning future communication process improvements.