How Hermes had a (digital) helping hand making millions of deliveries by By Gemma Dunning

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Throughout lockdown, deliveries were a lifeline to millions. From groceries and everyday supplies, to workout equipment and board games, we delivered it all. It’s been an honour to play a big role in keeping the country happy.

From March to June, we handled around 2.5 million parcels a day – a volume that we only usually see during seasonal peaks at Black Friday and Christmas. And with these key calendar dates still to come, we don’t expect this level of business to stop any time soon – in fact, we’re predicting that we’ll deliver 3.5 million parcels a day during these periods.

In just five months, we have experienced five years of growth. But the bigger picture has only served to remind us that to see success, we should focus on the little things. It’s the little things that make sure our big delivery machine can run day in, day out, even through these challenging times.

A helping hand

For us, every customer interaction is important. But with millions of deliveries a day, we need a helping hand. That is where Holly, our chatbot – and colleague – comes in.

Holly has become an even more valuable member of the team during Covid. As deliveries surged – even our app reached 2.5 million downloads – having the right technology in place allowed us to remain open and communicating with customers as much as possible.

Holly’s presence has meant millions of customers’ needs have been met in a relatively speedy and stress-free way –meaning less people put on hold, less pressure on customer support, and less frustration for everyone. Read the complete article here.

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