How we contributed to DPD’s business by quickly connecting new customers to IT systems and saving a lot of manual work through digitalization.
- new client connection time reduced from 5 days to 2
- data error rate dropped to almost zero
- saving 3,300 hours of DPD support per year
- increase in leads by 80%
About the company
Number one on the private parcel service market in Slovakia and the Czech Republic. It has been operating on the Czech market for 27 years and in 2020, thanks to the acquisition of Geis Parcel, it became the largest private carrier there. It takes care of thousands of satisfied customers every day through couriers, of which it already has more than 1,700. It is part of the international DPD Group, which enables smooth delivery of parcels across the world.
What did they come to us with?
DPD management presented us with its intention to gradually digitize its business process. We had to design a solution and a procedure so that the changes were acceptable to both customers and employees. It was necessary to respect existing technologies and implement the changes without interrupting operations.
The process was such that each new client had to be manually entered into the system by an operator or merchant. After such manual registration, the client then received instructions for sending packages and the entire process by e-mail.
First, we got the picture. In a half-day workshop with the participation of DPD’s sales, marketing and IT, our business analyst, architect and logistics consultant identified DPD’s business goals, existing technical equipment and the main areas to focus on.
It soon became clear that we would achieve the greatest business effect by simplifying and accelerating the connection of new clients to DPD systems, so that they could start sending packages as soon as possible after establishing business cooperation.
Client requirements
- 80% of new clients must be able to connect themselves
- reduce the connection time from several days to the next working day
- clients and DPD employees use a uniform procedure
- the process is documented and evaluable
- solve client support by integrating with the existing JIRA service desk
Solution: web application for DPD customers
After the initial meeting with management, a technical analysis and design of the solution took place, which we wrote and drew into our standard Scope of Work document, which contains an important element of almost every collaboration we have – a visualization interactive model, or application prototype. Before starting development, comments were incorporated based on the visualization and the following components of the solution could begin to be programmed:
- simple and user-friendly web application for customers
- DPD administrator console
- modern database
- application system logic
- notification daemon
- integration module for JIRA service desk
We work on all digitalization projects in agile two-week cycles. Every two weeks, we had an hour-long online review meeting with the client, where we discussed all the changes over the past cycle.
- presentation of “live” results of our work
- incorporation of changes
- approval of the plan for further action
- transparent reporting
- contact directly with the development team
- relevant people on the topic present for DPD
Result: Packages can be sent from the next day
The first step of the digital transformation was completed within 3 months, including all integration steps.
Thanks to online onboarding, the client is now able to:
- accelerate customer acquisition by 60% – from 5 days to 2 days
- spend over 3,000 hours a year on other work instead of coordinating connections
- continue digitizing your business on a new platform
