Part of this work is the creative approach: showing the full potential of a company, being authentic and thinking outside the box at the same time. The other challenge is logistics: How do you ensure that the result of your work ends up in the right mailbox at the right moment?
The need for transparency in direct mail marketing
With customers in South Africa and a growing potential for direct mail, Dragonfly opened a second office outside the UK in Cape Town in 2017. It turned out that for certain items, distribution and postage to South Africa from their supplier base in the UK was more cost efficient than using local suppliers. The problem Dragonfly faced with international postage, however, was the lack of transparency about what happened to the mail once it left London Heathrow into the mailing system. Tracking down the reasons for delays or even disappearances of mailings seemed almost impossible. However, tracking mail and providing customers with the status of their projects was crucial to ensure the company’s high standards for their customers were met. For that reason, Dragonfly needed to find an affordable way to achieve visibility. Thus, the company was looking for a solution that enabled them to see the exact location of its mail.
Find out delays and location with live tracking data
Through Global Tracking Devices Ltd, Kizy Tracking’s sales partner in the UK, Dragonfly ordered their first test tracker in 2020. The marketing experts then put the tracker into their mailing and monitored the data in real time via Kizy’s online platform. The results were quite unexpected: The tracker showed that the mailing to South Africa was halted in Cairo, Egypt, for several days. This particular knowledge enabled Dragonfly to get in touch with the service provider and follow up on this delay, thus speeding up the processing of the mail.
Being able to pinpoint the exact stage of where their mail is located and take immediate action in case of delivery issues is a direct improvement in the quality of Dragonfly‘s service to their clients. With the live data provided by the tracker, the marketing company can notify the International Mail Centre as soon as the shipment arrives at Johannesburg International, to then have it prioritized and processed quicker by the South African Post Office. Additionally, the data provided by Kizy gives Dragonfly the opportunity to track their mail locally to see how long it takes them to move through the whole local postage system.
Improve your customer service with Kizy’s real-time tracking data.
First class customer experience through increased visibility
Dragonfly prides itself on customer service and how they take care of clients’ mailings. It is of utmost importance to ensure that every customer experience with Dragonfly is positive. With Kizy Tracking, visibility and related processes to increase efficiency have been simplified. Questions on the status of mailings are resolved more quickly now, costs are lowered, and the customer experience is improved.
Kizy’s tracking data gives Dragonfly additional control to ensure that their service is on time, which is also a significant selling point for the company. Since the first test tracker, provided by Global Tracking Devices, Dragonfly has increased its number of devices used to monitor their mail for selected clients. The easy-to-use tracker and the user-friendly software made it easy to be implemented into Dragonfly’s everyday work. For the future, Dragonfly hopes to grow their customer base in the South African market, whether by printing and mailing locally or mailing internationally – but with the help of the Kizy tracker.
Shorter handling time for customer inquiries