Delivery Hero is a publicly listed company operating in more than 40 countries internationally with 150,000+ restaurant partners. A global leader in categories such as orders, restaurants and active customers, Delivery Hero owns 30 brands worldwide including foodora, foodpanda, Lieferheld and PedidosYa, and processes more than 20 million orders a day. Having operated customer contact centers in each region, Delivery Hero sought to standardize its processes to transform and compete on customer experience. It selected the NVM platform as the only enterprise-ready true cloud solution operating globally and with assured voice quality. 

Integrating with Salesforce Service Cloud, the NVM platform is an omni-channel solution which enables Delivery Hero to offer a high-quality experience to its global customer base, irrespective of channel. Benefiting from a unified source of truth for customer data along with dynamic routing and IVR self-service capabilities, inbound calls can be intelligently managed and routed to the most appropriate agent who will have easy access to the customer’s entire history of interactions, enabling them to offer an efficient and personalized experience.

All employees can log into the same system wherever they are and work from multiple locations, as all they need is a phone and internet connection. Additionally, with greater visibility into worldwide operations, including a real-time window into the entire contact center, Delivery Hero can easily manage advisors. Call recordings and customizable reports also allow the company to understand where improvement opportunities exist.

Felix Plog, SVP Global Operations at Delivery Hero and co-founder of foodpanda, comments, “We are pleased to have selected NewVoiceMedia’s platform as part of our commitment to transforming our customer experience and making performance improvements through more effective contact center operations. We’re looking forward to the benefits that NVM will bring our customers and customer service teams.”

Chris Haggis, SVP Customer Success at NewVoiceMedia, adds, “Customer experience is a key differentiator for businesses worldwide, with brand reputation and market position significantly affected by an organization’s ability to deliver customer delight. By investing in our technology and standardizing its global contact center operations, Delivery Hero will be able to create exceptional, emotive customer experiences while benefiting from real-time insights into performance and customer satisfaction. I look forward to seeing the company make this transformation for its growing international customer base.”

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