Cargus, one of the largest courier companies in Romania, is improving the way it communicates with customers through an omnichannel platform developed in partnership with Mediatel Data. The platform provides full visibility of customer interactions, regardless of the communication channel used, and delivers personalised, automated services. The implementation of this solution has significantly enhanced customer access to the Cargus Contact Centre, leading to a threefold increase in the email response rate within a defined timeframe, a 120% improvement in call answer speed, and the use of self-service channels - including IVR and chatbot - for 57% of daily Contact Centre interactions. The platform’s performance and positive impact on customer experience were recognised with the “AI-Powered Customer Experience” award at the 2025 Romanian Contact Center Awards, validating the effectiveness and innovation of Cargus’ customer-centric approach.
The launch of the new customer interaction platform is part of Cargus’ long-term strategy to become a leader in the digitalisation of courier services and in delivering a smooth, intuitive and predictable customer experience, aligned with the growing expectations for autonomy and efficiency.
To better meet the needs of customers and recipients, Cargus has developed an integrated solution that connects all communication channels - both automated (dynamic IVR and chatbot) and agent-assisted (phone, email, chat, social media) - with a real-time customer feedback tool regarding the interaction process, all within a unified and easy-to-navigate system. From automatic caller identification to personalized responses about orders, delivery status, complaints or invoicing, the platform provides support teams with a complete view of each interaction, enabling faster and more relevant resolutions. The solution is scalable and adaptable, allowing for continuous adjustments based on interaction volumes or changes in customer behaviour.
The platform is tailored to the customer profile - whether a sender with or without a contract, or a recipient - and includes a personalised interactive voice response (IVR) system and a virtual assistant (chatbot) that provides real-time information. It is integrated with a ticketing system to ensure full traceability, features automatic identification mechanisms via phone number or company registration number (CUI), and actively collects customer feedback across all channels regarding the interaction process, in order to continuously improve service quality.
The impact is already visible in performance indicators: the average call pick-up time has improved by 120%, the average call duration has decreased by 30%, and first-contact resolution has increased by 53%. The email response rate within a defined time frame has risen by 167%, while the chat response rate has improved by 42%. Currently, 57% of daily interactions are handled via self-service channels (IVR and chatbot), and the customer satisfaction score falls within the ”very good” service range.
”This project is more than just an investment in technology – it represents a paradigm shift in the way we interact with our customers. Our aim was to create a coherent, seamless and personalised experience across all channels, and the results confirm that we are on the right path. Our collaboration with Mediatel Data brought together our business vision and the technical capabilities required to deliver a scalable, adaptable and future-oriented solution. The award we received is a recognition of this joint effort and motivates us to continue innovating in every customer interaction”, said Anda Bucsan, Chief Customer Officer at Cargus.
The ”AI-Powered Customer Experience” award won by Cargus together with Mediatel Data at the Romanian Contact Center Awards 2025 confirms the company’s strategic direction: building customer relationships based on transparency, efficiency and real-time adaptability. The recognition reflects not only the success of a technological implementation, but more importantly, the company’s ability to transform customer interaction into a seamless, personalised experience supported by relevant data - one that responds intelligently and effectively, regardless of the communication channel used.
The transformation was not only technological, but also organisational. Cargus invested in training its support teams and aligning internal workflows to ensure a coherent implementation with a positive impact on every stage of the customer journey. In the coming period, the company will continue to enhance the platform by integrating predictive analytics and machine learning functionalities, with the aim of better anticipating customer needs and delivering real-time, proactive solutions.
About Cargus
With over 30 years of experience, Cargus is the first courier company on the Romanian market. Currently, the company has over 2,600 employees and collaborators, offering a wide range of courier services: home delivery and out-of-home services through its national SHIP & GO network, which allows customers to pick up or send parcels from over 2,000 points across the country, including partner points or lockers.
Cargus operates 5 national sorting centers, 2 gateway warehouses, and 36 warehouses throughout the country. Additionally, Cargus runs a cross-border hub in Poland for international courier services.
In 2021, Cargus acquired QeOPS, one of the main providers of e-fulfillment services and customized logistics solutions in Romania, complementing the services offered to clients.
Since early 2019, Cargus has been part of the Mid Europa Partners Investment Fund, one of the most active investors in Romania. Earlier this year, Mid Europa signed a sale agreement with Sameday, one of the main players in the courier market. The transaction is currently pending approval from the relevant authorities.
For more details, visit the Cargus website and Facebook page.
