DPD UK is moving to ultra-modern cloud technology in a £1.8 million upgrade of its customerservice IT system to improve services and customer experience.
The parcels company has signed a £1.8m, five-year agreement for NewVoiceMedia’s ContactWorld forSalesforce cloud contact centre architecture to make use of cloud services across its entirecustomer experience operation.
The new model, which replaces legacy, on-premise technology, will consolidate all contact centreservices into a single offering, providing DPD with greater agility and real-time analytics. Witheasily scalable capacity and more effective disaster recovery, the platform gives the companygreater visibility of business metrics, through deep reporting and route cause analytics, providingDPD with more control over its customer experience than ever before, NewVoiceMedia said.
Dwain McDonald, CEO of DPD UK, commented: “Customer satisfaction is critical to our business, sowe wanted the best technology known to man. We’ll now be able to activate our Call Centre agentswith just a phone line and internet connection and access reports showing the performance of ourcall centre at the click of a mouse. This means we can spend less time on administration and focusall our efforts on delivering a market leading customer service.
“ContactWorld will improve our operation and serve as a key differentiator. We will now have thepotential to route callers to the same agent they spoke with the last time they called, ensurecalls 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,” he explained.
Jonathan Gale, CEO of NewVoiceMedia, added: “Because it’s cloud-based and can be deployedquickly and cost-effectively, ContactWorld for Salesforce is able to help companies like DPDtransform their business quickly. It’s great to see more and more businesses embracing new cloudtechnology to improve the way they deliver customer service.”
