Case Study: How DPD Latvia Enhanced Customer Service and Sales Management with Salesforce Cloud Solutions

Client: DPD Latvia
Industry: Logistics
Solution: Sales Cloud, Service Cloud

Salesforce Users: 21-100

Challenge: Managing Growing Parcel Delivery Volumes

DPD faced the challenge of handling a continuous increase in parcel delivery volumes. The growth in customer inquiries and the need for more efficient management of customer service requests were key issues. Additionally, the company needed to improve its sales operations and ensure smoother communication across departments in order to better serve its growing customer base.

Solution: Why DPD Latvia Chose Bluelark

• Multi-Channel Support: The Bluelark team, led by their expert consultants, demonstrated deep technical knowledge and seamlessly integrated Salesforce Service Cloud into DPD Latvia’s existing workflows. This solution enabled DPD to efficiently manage customer inquiries across multiple channels, such as phone, email, and social media, ensuring that all service requests were routed to the appropriate agents for quick and effective resolution.

• Unified Case Management: With Salesforce Service Cloud, Bluelark’s tailored solution consolidated all customer interactions into a single case, even when communication occurred across multiple channels (e.g., phone and email). This seamless integration eliminated duplicated efforts and streamlined issue resolution, enabling DPD Latvia to deliver a more efficient and unified customer service experience.

• Efficiency & Scalability: With Bluelark’s implementation of Salesforce Service Cloud, DPD Latvia was able to manage increasing service requests without the need for additional staff. The flexible and scalable solution empowered DPD to maintain high service standards and meet company KPIs, even as customer demands continued to grow.

Results achieved:

With previous Bluelark experience in parcel delivery and logistics verticals and excellent customer communication, Service Cloud deployment was completed in two months.

• Enabled customer service to handle inquiries through multiple channels, including phone, email, and social media.
• Service agents could resolve most customer issues within a single contact point, enhancing customer satisfaction.
• Streamlined internal processes allowed for faster issue resolution, contributing to improved overall productivity.

Client testimonial:

“Our objective was to increase customer request processing efficiency, to improve the tracking of customer request processing quality indicators and to facilitate the daily work of customer service employees in processing, routing, and tracking customer requests.

Within our Group, one business unit had previous experience with this partner. From their experience we trusted that this partner could fulfil our needs as they have already implemented Service Cloud with the similar needs that we had.

In collaboration with partner, we managed to define our requirements, apply these to Salesforce and implement Service Cloud based on the best Salesforce practices.
We are very satisfied with the result and even more we are satisfied with the support we get from partner now after the project is ended.

If you come to this partner with your homework prepared (you do understand what your needs are, requirements and you understand what the Salesforce is), you will have very smooth experience and fast moving forward. Our approach to things clicked and we were able to move forward very fast. And if any problem popped up – we handled that very quickly and with the best outcomes.
Be very specific, explain your needs and expectations, keep good mood, and involve good humor – it will guarantee you great experience with this partner.”

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