Case Study: DPD Russia achieves 35% lower cost per shipment with Genesys

DPD Russia Transforms Contact Center with Genesys

DPD Russia, the country’s market leader in express parcel and freight delivery, relied on a three-site contact center handling thousands of daily interactions (about 7,000 incoming calls, 1,500 outgoing calls and up to 10,000 texts) and needed greater flexibility, transparency and cost control to sustain 10–15% monthly growth while maintaining fast, high-quality customer service.

By implementing the Genesys Customer Experience Platform (Proactive Communications, Contact Center Modernization and Workforce Optimization) and integrating it with their CRM, DPD virtualized and unified its sites, automated outbound calling and feedback, and optimized staffing. The result: outbound productivity jumped ~60% (130 → 210 calls/shift) and overall workforce productivity rose ~15%, dropped calls fell ~50% to 1.5%, cost per shipment dropped ~30–35%, customer satisfaction scores reached 4.9/5 for politeness and 4.8/5 for access, and 80% of issues are resolved on the first call.

DPD Russia

Nataliya Tishkova

Director of Customer Service, DPD Russia