Blitze reduced their messaging cost and improved their delivery rates using Fyno

Blitz is a leading logistics company specializing in same-day delivery services. By leveraging advanced logistics, automation, and warehousing technology, Blitz ensures fast, efficient, and reliable deliveries for brands. Recognizing the critical role of communication in logistics, Blitz aimed to enhance its messaging strategy for better customer experience and operational efficiency.

Blitz faced several challenges that hindered its operational efficiency:

• High Return-to-Origin (RTO) rates: Many deliveries failed because customers were unavailable. Without an easy way to confirm recipient availability beforehand, Blitz had to attempt multiple deliveries, increasing costs and delays.
• Inefficient address management: Customers had no seamless way to update their delivery addresses. Incorrect addresses resulted in failed deliveries, wasted resources, and customer frustration. The absence of live location sharing made last-mile delivery even more challenging.
• Rigid delivery scheduling: The delivery system lacked flexibility. Customers had limited control over delivery timing, leading to failed attempts and poor customer experience.
• High communication costs: Blitz initially relied on SMS notifications, but at scale, the costs became unsustainable. Every message incurred a charge, adding up quickly with growing delivery volumes.
• Lack of automation in customer support: With increasing order volumes, Blitz faced challenges in handling buyer support queries. The team needed an efficient way to manage common customer inquiries like “Where is my order?”, “Can I cancel or reschedule my order?” without hiring additional agents.
• Limited analytics for optimization: Blitz lacked a system to analyze communication performance, making it difficult to track delivery success rates and optimize messaging workflows effectively.
• Operational disconnect: The lack of real-time syncing between communication channels and the logistics system led to outdated delivery statuses and unnecessary failed attempts.

To tackle these challenges, Blitz partnered with Fyno and restructured its messaging workflow.

• WhatsApp as the primary communication channel: Blitz reconfigured its messaging strategy by making WhatsApp the primary channel and SMS the secondary fallback. This shift helped cut notification costs by 30-40% without compromising engagement.
• Automated pre-delivery confirmations: Blitz used Fyno’s no-code automation to send pre-delivery confirmation messages via WhatsApp. Customers could confirm or reschedule deliveries with a simple reply, reducing RTO rates by 30%.
• Live location & address updates: Customers could now update their delivery address or share their live location via WhatsApp, improving first-attempt successful deliveries by 20%.
• Flexible scheduling via WhatsApp flows: Blitz introduced a customer-friendly scheduling system where users could choose delivery slots directly on WhatsApp, reducing failed delivery attempts.
• AI-Powered WhatsApp chatbot for buyer support: Blitz automated customer support by building a WhatsApp chatbot, handling up to 1,500 buyer queries per month—without human intervention.‍
• 40% reduction in communication costs: Moving from SMS to WhatsApp’s session-based pricing reduced notification expenses significantly. Fyno’s intelligent channel routing optimized costs without affecting service quality.‍
• Real-time syncing with Blitz’s logistics system: Fyno’s integration ensured delivery updates, reschedules, and cancellations were instantly reflected across Blitz’s operational stack, eliminating inconsistencies.‍
• Enterprise-grade scalability & reliability: Fyno’s infrastructure enabled Blitz to send over a million messages reliably, supporting their growth with top-tier security and high message deliverability.
• ‍No-Code implementation within minutes: Blitz deployed its new messaging automation without writing a single line of code.

Blitz saw significant improvements after integrating Fyno:

• 20% increase in First Attempt Successful Deliveries (FASD): Pre-delivery confirmations and live location sharing reduced failed deliveries.
• 40% reduction in communication costs: Switching from SMS to WhatsApp saved significant expenses.
• Seamless buyer support automation: The WhatsApp chatbot resolved up to 1,500 customer queries per month without manual intervention.
• Hours of engineering bandwidth saved: Fyno’s no-code solution freed developers from notification management, allowing them to focus on other critical operations.
• Enhanced customer experience: Real-time delivery updates, flexible scheduling, and quick support improved user satisfaction.