DTDC

Solution Requirement

One of the biggest challenges DTDC faced in growing the business has been scaling its support services. Service expectations have changed significantly since DTDC opened its first outlet. Customers want increased transparency and the ability to track parcels in real-time. They also want faster problem resolution. Delivering that optimal level of service in an efficient way required a new approach. DTDC had amassed a team of 600 service reps, but they were all managing individual cases through emails and spreadsheets. There was no way to track cases or measure the quality and timeliness of service. DTDC needed to benchmark and measure performance, and give reps the tools to solve cases fast.

Solution Deployment

DTDC assessed locally developed solutions before consulting with Gartner to find something more suited to the needs of an international business. Salesforce offered a way to deliver more connected and intelligent support globally, as well as a platform on which DTDC could layer value added services. All cases raised by customers or franchisees are now managed using Service Cloud. Customers can raise complaints and receive a ticket number via DTDC’s call centre or website. Franchisees can self-serve via their own dedicated portal. All stakeholders can raise service requests and track packages using DTDC’s Smart Track app which is integrated with Salesforce. More recently, DTDC has connected sales and service with the implementation of Sales Cloud. It provides both teams with single customer view, giving greater context to service reps and informing sales of issues related to their accounts.

Solution Benefits

Consolidating service onto a single platform has given DTDC the insights it needs to deliver smarter, proactive service. For the first time, it has been able to benchmark service information such as the number of cases received each month and the average time to resolution. Customers no longer need to wait days for DTDC to respond to an email. They can engage on any channel they choose and the new SLAs guarantee a rapid response. Service reps are closing cases 50% faster, customer experience is significantly improved and there is greater trust in DTDC service.

“With Salesforce we have transformed customer service at scale to meet our growth challenges” MRINAL CHAKRABORTY, EVP, Technology & Innovation DTDC