Case Study

Deutsche Post DHL: Excellent Customer Service Through Centralized Knowledge Management

Challenges

Multiple ticket handling systems and high amount of employees
Extensive knowledge repository with more than 14,000 texts and documents
Over 1 million search queries per year

Results

Shortened response times for customers by avoiding system breaks
Dovetailing of the central customer service application Salesforce with the knowledge database

Company

Deutsche Post DHL Group is the world's leading logistics provider. The group connects people and markets and realizes global trade. To this end, the company has combined two powerful brands: DHL provides a comprehensive service portfolio of package transportation, international express transportation, freight, supply chain management and e-commerce solutions; Deutsche Post is Europe's leading mail and parcel service provider.

Challenge

Multiple ticket handling systems
Extensive knowledge repository with more than 14,000 texts and documents
High amount of employees
Over 1 million search queries per year

Solution

Easy access via browser plugin

Deutsche Post and Parcel Service has bundled all information related to customer service in their central knowledge platform "MEINWISSEN" using Serviceware Knowledge. Thanks to the new browser integration, customer service can now use content more easily.

The Serviceware Integrator browser plug-in makes content available to over 3,500 users exactly where they need it in the respective context – in the same browser where the common customer service applications (e.g. Salesforce) are open. The layover eliminates the need to change systems and can be displayed on the left or right edge of the screen (and hidden at any time), as required. This way, the agent keeps all important information in the customer service application in view and can easily read and understand matching knowledge items in parallel. In addition, the integrator (with appropriate configuration) enables the retrieval of defined fields and the automatic search for suitable information in MEINWISSEN.

"Serviceware Integrator quickly proved to be a favorite in our search for a suitable solution. Since we already work with Serviceware's knowledge platform, the integration was quick and uncomplicated: existing content could continue to be used in a familiar structure and our agents were already familiar with the basic elements of the solution. The reading of defined fields eliminates unnecessary manual searches. This allows us to further increase service quality while working more efficiently," Silke Hauser explains.

“For us, it is not only important to make knowledge available in a fully comprehensive and target group-oriented way, but also to make it accessible as quickly and easily as possible. That's why we wanted to map our consolidated knowledge more contextually in the central application in which our agents process all concerns (Salesforce). This not only makes the work of our employees easier, but also helps our customers to receive answers and information even more quickly.”

Oliver Lex

Head of Information and Communication Solutions Department

Results

Simple, structured content management by editors
Uniform, multi-channel capable knowledge management
Uncomplicated technical integration for which only the installation of the browser plugin is required
Integration in Chrome and Edge browsers possible (also in parallel without additional effort)
Shortened response times for customers by avoiding system breaks (change from customer service application(s) to knowledge database)
Dovetailing of the central (and in future only) customer service application Salesforce with the knowledge database for context-dependent assistance