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, delivering a truly transformative customer experience.

Webhelp’s partnership with Yodel began in 2015, focusing on their goal of improving their client and customer relationships, with a particular aim to create additional value within their CX function with multiple milestones passed along the way.

2021 in particular has been an incredibly successful year, working with the team at Yodel to achieve:

  • An increase from a team of 50 at launch, to well over 300 in 2021, across diverse sites in South Africa and India.
  • A score of 4.6% on Trustpilot, up from 2.8 in 2018.
  • 40% savings across existing customer journeys, which have been reinvested into Yodel’s people, and more efficient tech solutions.
  • Recognition at the 2021 CCA Global Excellence awards in the Best CX Transformation – Inhouse Technology Solution category

 

You can read our Yodel client story for more details of the journey so far, and what the future has in store.