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Case Study: DPD Iloxx

  • Parcel carrier (CEP) handling 4 million parcels a day
  • Service center provides sales and technical service support for small and medium sized business customers, as well as worldwide customer service
  • DPD Iloxx is 100% owned by DPD Group with a total of 8.000 employees

INITIAL SITUATION & CHALLENGES

  • Customer service used a scattered and rather complex knowledge structure
  • Agents needed to search answers in multiple databases, portals and intranets
  • Various operations- and receiver manuals for all departments were hard to keep up to date
  • Outlook slowed knowledge transfer as main tool for group notifications
  • Several file servers with content that was sometimes outdated
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OBJECTIVES

  • Creating one "single point of truth" (SPOT) for all service center knowledge
  • Building up and maintaining a single knowledge standard for all service agents
  • Consistent and fast knowledge transfer throughout all service departments
  • Faster onboarding process for new employees

PROJECT SUCCESSES

  • Partial intranet replacement with SABIO as "single point of truth"
  • Digitalization of operations- and receiver manuals within SABIO
  • Replacement of Outlook as internal communications tool with SABIO news function
  • Faster and more successful onboarding process for new staff
  • Greater agent confidence when providing information
  • Improved quality of responses and excellence of service
  • Thoroughly structured and up-to-date knowledge content
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"The clearly and neatly structured knowledge database assists training new staff and supports all employees in relation to the dissemination of knowledge. It also has a decisive impact on maintaining consistently high quality customer support."

Dirk Benninghaus, Project Lead at DPD iloxx eService GmbH

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