Case Study: DPD BeLux achieves higher employee satisfaction and productivity with Freshservice

Unified ITSM boosts satisfaction at DPD BeLux

DPD BeLux, a major logistics company, was struggling with fragmented workflows and an underused Topdesk ticketing system that caused delays, poor follow-up, and frustration among employees. As the business expanded ITSM needs across departments like security, facilities, accounting, and HR, it needed a more unified solution for routing, reporting, and managing incidents.

Freshservice replaced the legacy system and improved incident management, self-service, asset tracking, analytics, and collaboration across DPD BeLux’s 63 agents. Freshservice helped speed up resolutions, boost employee satisfaction and productivity, and streamline workflows with integrations like Docusign and Jira, delivering faster, more efficient internal service in less than two years.

DPD BeLux

Linda Petit

Service Desk Manager