Case Study: DHL Express Russia achieves 96.1% Net Promoter Score and 25% reduced AHT with NICE Systems

DHL - Customer Case Study

DHL Express Russia, a division of Deutsche Post DHL Group with 2,500 employees and more than 220 agents handling over 2.5 million calls a year, needed better visibility into contact center performance. Only 12% of voice interactions were recorded, no screen data was stored, evaluations were paper‑bound and inconsistent, reporting was manual and time‑consuming, and there was no electronic customer feedback to support a Voice of the Customer strategy.

By implementing NICE Interaction Management (recording), NICE Quality Management and NICE Customer Feedback, DHL achieved full voice and screen capture, automated and standardized evaluations (agents are now evaluated ten times per month), and fast customer follow‑up. The changes drove near‑perfect NPS (96.1%), cut AHT by about 50 seconds (~25%), reduced paperwork by 20% and reporting time by 35%, raised evaluation scores to ~97%, and sharply reduced negative feedback while increasing response and satisfaction rates.

DHL

Elena Nagaitseva

Customer Enquiry Manager