As a leading service provider, DPD Netherlands delivers standard and express parcels day in, day out, for thousands of satisfied customers.
They are experts in the Dutch market, and form part of the international DPD network. Communication with clients, prospective employees and journalists is a priority at DPD.
Although 80% of customer calls are relatively common and simple to respond to, the other 20% are more complex. Not only are these complex queries hard to answer, providing an incorrect response can lead to an increase in costs and customer dissatisfaction.
At the operational level, DPD wanted to improve first-call resolution, reduce call handling and wrap-up times and minimise repeat calls and escalations.
In order to deliver an informed and personalised customer service experience, DPD appointed Polly to provide knowledge management technology and best practices in customer service processes.
Polly’s knowledge management solution is trusted by numerous enterprises to improve contact centre performance, boost service quality and enhance customer experience.
A service excellence mindset is firmly entrenched in DPD’s business and Polly’s knowledge management solution is playing a key role in enabling it. DPD has achieved a more than 30% decrease in operational contacts, due to the multilingual web-self-service portals.
In addition, Polly’s knowledge management solution has reduced agent training time by 25%. The reduction in call handling time is enabling agents to handle a larger number of calls.
"It is our goal to be the leading service provider and to achieve this we need to differentiate ourselves by also being the leaders in customer service. In keeping with this goal, we will continue to work with Polly to provide innovative KM solutions and further improve customer experience."