DPD, a member of one of Europe's leading parcel groups GeoPost, is set to deliver a revolutionary customer experience, using NewVoiceMedia’s ContactWorld for Salesforce cloud contact centre architecture.
The company, which last year won a hat-trick of awards in the Top 50 Companies for Customer Service Awards¹, has signed a £1.8m five-year agreement for the new solution, to make use of true cloud services across its entire customer experience operation.
The new model, which replaces a legacy CRM platform and point solutions, will consolidate all contact centre services into a single offering, providing DPD with greater agility and real-time analytics. With easily scalable capacity and more effective disaster recovery, the platform gives the company greater visibility of business metrics, through deep reporting and route cause analytics, providing DPD with more control over its customer experience than ever before.
Dwain McDonald, CEO of DPD, comments, “Customer satisfaction is critical to our business, so we wanted the best technology known to man. We’ll now be able to activate our Call Centre agents with just a phone line and internet connection and access reports showing the performance of our call centre at the click of a mouse. This means we can spend less time on administration and focus all our efforts on delivering a market leading customer service”.
“ContactWorld will improve our operation and serve as a key differentiator. We will now have the potential to route callers to the same agent they spoke with the last time they called, ensure calls are delivered to the best person to handle their enquiry based on what we know about them, and avoid the need for callers to repeat themselves", concludes McDonald.
Jonathan Gale, CEO of NewVoiceMedia, adds, “Because it’s cloud-based and can be deployed quickly and cost-effectively, ContactWorld for Salesforce is able to help companies like DPD transform their business quickly. It’s great to see more and more businesses embracing new cloud technology to improve the way they deliver customer service.
“Flexible cloud solutions give businesses the freedom to grow and improve, with faster response times when you’re busy and lower costs when you’re not”.
GeoPost is owned by France's La Poste, the second largest postal group in Europe, the company employs 6,700 people in the UK.
1Awards for Best Medium Centre, Best in the Service Providers Sector, Best Calls. October 2012