Ingrid - Voyado integration

Ingrid Tracking integration with Voyado

What is Ingrid?

Ingrid Delivery Platform connects merchants, carriers and customers to optimize online shopping and delivery experience. Ingrid products include Checkout, Transport Administration, Tracking, In-Store and Returns to cover the whole customer journey. Ingrid Tracking helps merchants own and improve the post-purchase experience by providing real-time delivery data. Building an integration towards Voyado, helps to create a central hub for proactive communication in the shipping customer journey phase.

What is Voyado?

Voyado Engage is a leading customer experience platform (CXP) that empowers businesses to build lasting customer relationships. By providing a comprehensive suite of tools for marketing automation, customer loyalty, and personalization, Voyado helps merchants deliver personalized and engaging customer experiences across multiple channels.
Integrating Ingrid Tracking enriches Voyado’s capabilities by introducing delivery-triggered notifications, allowing merchants to extend their communication efforts seamlessly into the post-purchase journey.

Powerful partnership

By integrating Ingrid Tracking with Voyado Engage, merchants get access to relevant shipping data directly into the same tool as they already use to their customers communication. They can unify their marketing and logistics notifications and unlock the full potential of their post-purchase communication strategy. This powerful combination enables merchants to deliver timely, relevant, and personalized messages that drive customer satisfaction and loyalty.


Key benefits of the integration

Operational Benefits

  • Seamless Integration: A pre-built integration ensures quick and easy setup, minimizing implementation efforts and saving time on building custom solution.
  • Centralized Communication Strategy: all customers database, communication scenarios and notifications templates (both email and SMS) managed in Voyado.
  • Bridging Communication Gaps: Ingrid's delivery Triggers fill the gaps in standard marketing and order communication, enriching the post-purchase customer journey.
  • Enriched Customer Profiles: new/ missing customer contacts automatically created in Voyado and profiles enriched with delivery data from Ingrid.
  • Automated Workflows: Automated routine flows, such as sending order confirmations, shipping updates, and delivery confirmations.

Strategic Benefits

  • Enhanced Customer Experience: Seamless journey combining proactive and timely delivery updates (e.g., shipped, out for delivery, ready for pickup) enriched by Voyado’s branded templates and automations as well as direct connection to Ingrid tracking page on merchant website
  • Increased Engagement and Trust: Delivery-related messages tend to have high open rates, allowing merchants to further engage customers during post-purchase journey. This builds customer trust and encourages repeat purchases.
  • Reduction in Support Inquiries: With automated, proactive delivery updates sent directly to customers, the integration can significantly reduce number of inquiries regarding order status (WIMO)
  • Actionable Data Insights : Ingrid tracks notification Triggers, while Voyado emails' open and click rates to provide full analytics on which messages are most effective, enabling merchants to refine their post-purchase communication strategy based on customer behavior.


Prerequisites for Integration:

  • with Ingrid merchant:
  • must be using Ingrid Tracking product
  • have Notifications service enabled
  • have Voyado channel enabled and API keys provided
  • have desired Triggers/ notification scenarios enabled
  • with Voyado merchant:
  • must be using Voyado Engage product
  • have configuration updated with Ingrid order statuses


Integration features

Notifications Triggers from Ingrid

List of supported scenarios when Ingrid can trigger Voyado with notifications when a order or shipment is updated.
Title
Title
Trigger Name
Description
Ingrid - Order Confirmed
Order succesfully created from checkout session or registered from an external system
Ingrid - Order Prepared
Order prepared by Warehouse and ready for shipping
Ingrid - Cancelled
Order cancelled by Merchant as all ordered items are not available (zero pick)
Ingrid - Short Pick Items
Some of the ordered items are not avaiable and order will be partially fulfilled (short pick)
Ingrid - Submitted To Carrier
Parcel handed over to carrier
Ingrid - Submission Delayed
Submission to carrier will take longer that initially estimated
Ingrid - En Route
Parcel in transit
Ingrid - Delivery Delayed
Carrier informed Ingrid about the delay in delivery
Ingrid - Out For Delivery
Parcel handed out for final mile delivery
Ingrid - Delivery Failed
A failed delivery attempt happened
Ingrid - Delivered to Pickup Point
Parcel arrived to pick-up location and is waiting for End Customer collection
Ingrid - Delivered To Consumer
Parcel delivered to Customer's home delivery destination / parcel collected by Customer from pick-up location
Ingrid - Pickup Point Reminder
Parcel not yet collected by Customer from a pick-up location
Ingrid - Sent Back
Parcel not picked up in time by Customer and sent back to Merchant
Ingrid - Return Confirmation
Return shipment received at Warehouse
Ingrid - Parcel Not Collected
Customer did not pickup the parcel within the deadline


Triggers Payload from Ingrid

Each Trigger contains a Payload of attributes that could be used as variables within email or SMS templates in VoyadoThe language attribute will determine which language version of the email would be used in Voyado
Part of example payload:
  {
  "contact": {
    "matchKey": "customer@test.com",
    "matchKeyType": "email"
  },
  "orderStatus": "Ingrid - Submitted To Carrier",
  "orderNumber": "8000612",
  "createdDate": "2024-08-26T07:42:49Z",
  "paymentStatus": "PAID",
  "shippingDate": "0001-01-01T00:00:00Z",
  "currency": "EUR",
  "language": "en-GB",
  "totalGrossPrice": 4000,
  "freightFee": {
    "value": 500,
    "tax": 0
  },
  "extraData": {
    "BillingAddress_City": "Amsterdam",
    "BillingAddress_Country": "NL",
    "BillingAddress_Email": "ustomer@test.com",
    "BillingAddress_FirstName": "Test Customer",
    "CarrierName": "DHL Express",
    "DeliverySenderName": "SE warehouse",
    "DeliveryType": "UNKNOWN",
    "DestinationAddress_City": "Amsterdam",
    "DestinationAddress_Country": "NL",
    "EstimatedDeliveryDate": "2024-08-28T00:00:00+02:00",
    "ParcelsCount": "1",
    "PaymentMethod": "",
    "TrackingLinkHTML": "https://tracking-stage.ingrid.com/en-GB/cmVzb3VyY2VfdG9rZW46ZDI0NTkxNTI1MzBkNGYxZThjMDA0MWM5NzViZWViMmM",
    "TrackingNumber": "3SHM00008734785",
    "TrackingStatus_Step": "STEP_SUBMITTED_TO_CARRIER",
    "TrackingStatus_Time": "2024-08-26T11:03:59Z"


Emails templates in Voyado

Example of email template with Payload attributes

Example of the email received


Ingrid Tracking module in email

To visualize the ongoing order and where it is, on the map that Ingrid provides. Use [[order.ExtraData.TrackingHTML]] in a Voyado module.
We must most likely have a T02 module as default (not ready yet), otherwise you can always change the placeholders to Ingrids placeholders to connect to their datamodel.
Example in email:


Contact creation in Voyado

If non existent, Ingrid creates a new customer contact in Voyado when triggering the notification
Member is set as a default value but can be changed to whatever the merchant wants
{
 "email": "customer@test.com",
 "mobilePhone": "+46123456789",
 "firstName": "Test Customer",
 "contactType": "Member"
}