Case Study: DPD achieves personalised, scalable customer service and 33% fewer complaints with Salesforce

DPD provides a better service to millions of consumers with Salesforce

DPD is a leading parcel delivery company handling around 260 million parcels a year with 13,000 employees and ambitious growth targets. The business needed to scale operations without compromising its award-winning customer experience, gain visibility into why and when customers contact them, and personalise millions of weekly interactions across phone, app, web chat and email.

DPD implemented Salesforce (Sales Cloud, Service Cloud, Pardot, Einstein Analytics) to centralise data, enable chatbots and live chat, give advisors parcel-status context, and provide real-time dashboards and automation. The changes cut call abandon rates from 8.2% to 2% (about 3,800 fewer missed calls weekly), reduced complaints by 33%, drove more than 6 million app downloads, saw live chat reach ~25% of contacts with ~60% handled by bots, and achieved a 22% average marketing email open rate—boosting service quality and sales efficiency to support growth.

DPD

Dwain McDonald

CEO