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Several file servers with content that was sometimes outdated

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

"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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