DHL required a new Salesforce platform to manage their vast volume of customer service enquiries, to create process efficiences and reduce costs.

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THE CHALLENGE

Navigating a highly complicated stakeholder landscape including internal contact  centre, IT, management staff and current external clients- it was imperative to  ensure there was cross-organisational buy-in. Primarily, the challenge was to deliver an experience that customers had come to expect from DHL and create a stand alone CRM that would motivate an employee base who had struggled to deliver on basic responsibilities from the historical CRM.

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OUR PROCESS

We started with a detailed Discovery Phase involving process modelling and refinement, internal stakeholders, and the business users to uncover the real pain points. Combining SalesForce and UX in this phase was critical in us realising the full potential of this brief. Detailed future state processes and user stories were used to feed into an iterative build phase.​ DHL engaged RXP Group to provide both Managed Support covering incidents, and the ongoing supply of minor enhancements to DHL on a monthly Agile basis.

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THE RESULT

We designed and built DHL’s first customer community, moving communication out of email and into the CRM. Key processes have been simplified, saving time and reducing costs.

Customers can now keep track of their cases and the redesign of Salesforce gave managers the reports and dashboards to gain insights to their team’s performance.

RXP continue to engage with DHL through our Managed Services team.

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The team were great, very supportive and proactive at all times. Their follow up around open cases is amazing and their working general responding to our additional requests has been fantastic. As such an approachable team it makes it 1000 times easier working and collaborating together.

Michael Nassar - National Customer Experience Manager- DHL

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