The last-mile delivery can be a significant challenge for enterprises in eCommerce, logistics, and delivery. Often, a voice call is the best way to confirm exact arrangements and make sure somebody will be there to receive the delivery.
But this creates a risk. Consumers naturally want to safeguard personal data such as their private phone numbers. They will avoid companies and delivery services if they think their information won’t be safe. And if there are breaches, the company is exposed to reputational damage and maybe even legal sanctions.
Enterprises in these sectors look to IT teams to find secure solutions. Ones that allow voice calls between customers and delivery staff to happen, but without the risk of off-app communications or misuse of customers’ private data.
There are, of course, technical solutions that allow phone conversations to happen while keeping everyone’s private contact data confidential.
But what does this mean for the IT team? Yet another separate IT system to install and support? A difficult integration to connect the number masking application to the customer contact database? Technical support who don’t speak your language located on the other side of the world?
None of these are very appealing. Particularly when the IT team is already stretched by other digital transformation projects. And, of course, there’s the problem of training operational teams on how to use the application once it’s installed.
