DPD Drives Customer Personalisation, Delivery Satisfaction, and Growth with Salesforce

Leading UK delivery company DPD is using Salesforce’s Einstein 1 platform to transform its customer experience and boost productivity across its business.

Why it’s important: 81% of UK customers say the experience a company provides is just as important as its products and services, according to Salesforce research, and 78% expect faster service alongside technological developments.

Driving the news: DPD has ambitious plans to use the power of the Einstein 1 platform to enable its users to deliver even better customer service, reduce time taken in the sales cycle, and make efficiencies across all 43 departments by automating repetitive and time-consuming tasks, and allow employees to focus on the important tasks that add value to their customers.

Delivering around 400 million parcels a year, this year the company topped the UK Money Saving Expert’s delivery performance poll for the ninth time – more times than any other carrier.

Leveraging Service Cloud, Sales Cloud, Marketing Cloud, and Mulesoft, DPD is boosting experiences for customers and employees alike.

• With Service Cloud, DPD will ensure the right cases are transferred to the right advisors using AI-powered insights, helping to automate processes and resolve cases faster.
  • In addition to traditional channels, customers can contact DPD on WhatsApp, which supports both self-service through a chatbot and the automated creation of cases. Interactions via this service have doubled year-on-year since its introduction.
• With Mulesoft, DPD’s finance team can now access invoices and issue statements in one place. It also allows DPD account managers and business development teams to access financial and parcel data, and make business-critical decisions, without leaving Salesforce.
  • Teams can automatically and accurately capture forecasts from customers, enabling DPD to adapt to volume fluctuations and market changes more quickly and easily.
• DPD’s marketing team uses Marketing Cloud to engage B2B prospects and customers at key relationship milestones. DPD also uses the segmentation capabilities of Marketing Cloud to develop campaigns that target specific industries, such as healthcare.

The customer perspective: “Together, emerging technologies and rising customer expectations are rapidly changing the delivery industry. The best in class flexibility and data integration capabilities that Salesforce’s Einstein 1 platform offers is a key part of our strategy to stay ahead of the competition, surpass customer expectations, and scale our business for the future,” said Adam Hooper, Head of Central Platforms, DPD.

“DPD has big plans to embed AI across its Salesforce platform, not just to automate tasks, but to provide an even better experience for DPD customers and employees alike.”

Adam Hooper, Head of Central Platforms, DPD

The Salesforce perspective: “We’re in the midst of an AI revolution, and companies everywhere are looking for new ways to better serve their customers, teams, and their bottom line. By integrating Salesforce and real-time insights right across their business, DPD provides a great example of how leveraging the power of AI, data, and CRM, and trust, can transform customer satisfaction while maximising business efficiency and employee productivity,” said Justin Wilson, Senior Vice President, Salesforce – UK Industries.

Learn more:

• Tune in to World Tour London on Salesforce+ and read more World Tour London news here
• Read more about how DPD is transforming it business with Salesforce here
• Read more Salesforce customer stories here