Parcelforce Worldwide

Keeping British business on the move for over 25 years.

Parcelforce Worldwide logo
  • Industry: Courier
  • Size: Large (4,500 employees)
  • Location: Milton Keynes, UK
  • Use case: Improve service levels and increase email and chat efficiency in a time-sensitive market

The Results


The Challenge

With increased competition in the £4 billion UK express parcel marketplace, Parcelforce Worldwide faced pressure to improve quality of service for customers while reducing costs. The provider delivers 150,000 parcels a day, requiring a vastly complex and dynamic system to support it. The provider’s basic email package was not able to handle volumes reaching up to 50,000 emails a month. Given the time-constrained nature of the business, it’s imperative that emails are answered promptly and effectively.

The Solution

Parcelforce turned to Serenova to handle email and chat, improving email response time by up to 500%.

Benefits Realized

Increased productivity

Customized templates and other features improved email response time by 500%.

Smart routing

Based on keyword, Parcelforce was able to route direct inbound messages to the right people on their team, enhancing response time and first-contact resolution.

Quality and efficiency

Created automated responses to specific inquiries, ensuring quality answers were provided to common queries in a timely manner. 

Always-on reliability

Serenova’s redundant infrastructure ensures Parcelforce experiences no down time, ever.

Immediate visibility

Parcelforce gets a complete view of message history to improve customer satisfaction and avoid multiple responses. All customer interactions are tracked in a single, searchable record.

Real time monitoring

Implemented email delivery receipts and detailed open and click-thru reporting, enabling performance awareness and data-driven decision making.