Case Study: DPD iloxx achieves faster onboarding and better service quality with Sabio

DPD Illox - Customer Case Study

DPD iloxx, a parcel carrier handling millions of deliveries daily, faced a significant challenge with its customer service knowledge management. Its agents struggled with a scattered and complex system, needing to search through multiple outdated databases, intranets, and manuals, which slowed down support and onboarding. Sabio was engaged to help centralize this information and create a single, reliable knowledge source.

Sabio implemented a centralized knowledge platform that served as a "single point of truth," digitalizing manuals and replacing outdated systems like Outlook for internal communications. The solution resulted in a faster onboarding process for new employees, greater agent confidence, and improved response quality. DPD iloxx now benefits from thoroughly structured, up-to-date knowledge that ensures consistently high-quality customer support.

DPD Illox

Dirk Benninghaus

Project Lead