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DPD

Reducing Inbound Volume with Smarter Web Self-Service
DPD Netherlands, one of the leading parcel delivery providers in the country, was facing increasing pressure on its customer service teams.

A large portion of daily contacts consisted of routine questions from parcel tracking to return processes that could easily be handled without human intervention.

To address this challenge, DPD implemented Polly.Help as a multilingual self-service platform, enabling customers to find the right answers quickly and independently. The result? Fewer incoming contacts, improved customer satisfaction, and a more scalable service model.

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Customer Opinion

With Polly.Help, we now offer customers the right answer at the right moment without needing to pick up the phone. It’s simple, scalable, and saves both time and effort.

Marianne Driessen,
Product Owner, DPD Netherlands

The Challenge

As delivery volumes surged and service expectations rose, DPD’s support operation encountered several recurring issues:
  • Outdated FAQ tools with limited searchability and no multi-language support
  • Inconsistent user experience across digital channels
  • Limited flexibility to update answers quickly during peak periods or disruptions
  • A growing need for proactive, scalable self-service without increasing headcount

The Polly.Help Solution

To enable customer-driven resolution and reduce inbound contact, DPD deployed Polly.Help’s self-service knowledge platform:
  • Launched a public-facing knowledge base integrated into their WordPress environment available in both Dutch and English
  • Designed the structure around high-volume topics such as parcel delivery, tracking, pickup, and returns
  • Provided internal teams with real-time content editing, feedback collection, and usage analytics
  • Enabled fast response to service changes and disruptions through instant updates
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The

Results

  • 30% reduction in inbound contact volume, through high-performing self-service
  • Fewer repetitive emails and calls, especially around tracking, delays, and returns
  • Improved customer satisfaction, with faster access to accurate, trusted answers
  • Increased content control, with the ability to update responses instantly during peaks

A Self-Service Platform That Delivers

With Polly.Help, DPD Netherlands has transformed its digital service experience giving customers the tools to help themselves while reducing strain on internal teams. From faster answers to operational flexibility, the platform empowers both users and agents alike.

Whether it’s the holiday rush or a last-minute delivery update, Polly.Help ensures that DPD is equipped with scalable, accurate, and consistent knowledge delivery across every touchpoint.

Want to reduce inbound volume while enhancing your customer experience?


More Case Studies

At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.

Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.

But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.
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Polly.Help B.V.

Maanlander 47
3824 MN Amersfoort
The Netherlands
Polly.Help 2025