Case Study: DHL boosts email response efficiency with FocalScope

DHL handles more customer emails in less time with FocalScope

DHL, the global shipping, courier, and transportation provider, needed a faster and more flexible way to manage a high volume of customer emails. The team wanted a system that could prioritize and route messages to the right agents, clarify ticket ownership, and provide reporting on response and resolution times, all without disrupting operations. DHL chose FocalScope’s email ticketing and knowledge base tools to meet these needs.

FocalScope connected to DHL’s Microsoft Exchange server via POP3/SMTP and quickly went live after a 14-day trial, giving the team automatic ticket numbering, email threading, routing intelligence, and clearer reporting. The result was improved productivity, faster response and resolution times, a 35% productivity improvement, and a 20% increase in CSAT, while DHL continued handling about 25,000 tickets per month.

DHL

Anders U.

Project Manager