Case Study: DHL Parcel achieves faster, more responsive customer service with Odigo cloud contact center

DHL Parcel delivers with cloud-based contact center

DHL Parcel, a unit of the global logistics company DHL, faced challenges with its legacy systems, where agents had to juggle multiple applications and screens, leading to inefficient customer service. They also lacked automated call routing, which forced major clients to be manually transferred to dedicated agents. To address this, DHL partnered with vendor Odigo to transition to their cloud-based Contact Center as a Service (CCaaS) platform.

The Odigo solution provided sophisticated automatic call distribution that seamlessly integrated with Salesforce to route calls to preferred agents. The unified agent console eliminated the need for toggling between screens, greatly improving agent efficiency. Furthermore, the cloud-based platform offered vital scalability, allowing DHL to easily handle seasonal peaks and the sudden shift to remote work during the COVID-19 pandemic, all on a pay-per-use model that optimized costs.

DHL

Dennis Camps

CS Application Executive