Driving Efficiency and Satisfaction: Unipart’s Partnership with Vodafone

In November 2021, Unipart revamped Vodafone’s WMS, initially causing a surge in customer escalations.

Recognising the inadequacies in customer service tools, Unipart implemented a comprehensive action plan.

A key element was integrating an online customer engagement cloud-based tool, which significantly improved our processes and service quality.

Since onboarding the tool we have managed over 43,000 customer interactions. We introduced the DPD PIN code system, dramatically reducing signature disputes by 50% and decreasing complaint volumes.

Collaboration with Vodafone led to a 70% reduction in retail losses, ensuring secure deliveries and halving the number of customer-reported issues with lost parcels. Our commitment to continuous improvement is evident in our KPIs, the majority of which deliver and exceed industry standards: Our contact centre answers 94% of calls within 20 seconds, achieves over 90% first-contact resolution, and maintains an abandonment rate of less than 1.5%.

Our dedicated CRM enables us to resolve 97% of tickets within the agreed time. The long-standing Unipart team, with an average tenure of six and a half years, has embraced change and innovation, driving exceptional customer service.

The Unipart Way, our customer-centric philosophy, underpins our success, ensuring we understand and exceed customer needs better than anyone else.