Initial situation & challenges
The initial situation presented significant challenges within DPD illox customer service operations.
Their knowledge structure was fragmented and intricate, requiring agents to sift through multiple databases, portals, and intranets to find answers. Keeping various departmental operation and receiver manuals up to date was proving to be a daunting task. Additionally, their reliance on Outlook as the primary tool for group notifications was impeding the smooth flow of knowledge transfer. Furthermore, they faced the issue of several file servers containing content that occasionally lagged behind in terms of updates.
These challenges necessitated a comprehensive overhaul of their knowledge management approach to streamline operations and ensure up-to-date, accessible information for their team.