With changes in lifestyle, e-commerce growth and staggering holiday peaks, parcel delivery volumes are steadily increasing.
DPD Latvia implemented Salesforce Service Cloud to ensure excellent customer support. When millions of packages are in transit every day, the company understands the business value of effortless communication.
Salesforce Service Cloud enables DPD Latvia to provide omnichannel customer support. No matter what communication channel the customer chooses to initiate the service query, it reaches the company’s service agents and is dealt with in a universal manner adhering to company-wide KPIs. If a customer chooses different communication methods during case resolution (e.g. request filed by phone, further communication by email), these conversations are still assigned to the same customer support case.
This allows DPD Latvia to handle customer requests via phone, email, or even Facebook. As parcel delivery is a global business, in essence, it will not cause any issues to add additional service touchpoints such as WhatsApp, Viber, support chatbots, or even customer support in the metaverse – whatever option is the most convenient to the customer.
In addition to external communication, information exchange within the company is key to ensure quick case resolution. With Service Cloud, service agents can escale support queries with other company departments to ensure that the majority of cases are resolved with a single customer touchpoint.
With previous Bluelark experience in parcel delivery and logistics verticals and excellent customer communication, Service Cloud deployment was completed in two months.
Monika Sveklo, Project Manager
“In addition to the system owner and system analyst on the customer side, DPD Latvia invited service agents to actively participate in the project. It is an excellent practice to get first-hand feedback from platform end-users and make adaptations to better fit their daily workflow”