Case Study: Deutsche Post DHL achieves faster customer service with Serviceware Knowledge

Deutsche Post DHL streamlines 3,500-agent customer service with Serviceware

Deutsche Post DHL Group faced the challenge of managing an extensive knowledge repository across multiple ticket handling systems for its high volume of employees. With over a million search queries per year, the company needed to streamline access to information for its 3,500 customer service agents to improve efficiency. To address this, they partnered with Serviceware to implement the Serviceware Knowledge platform.

Serviceware implemented a browser integration plugin that dovetails the central Salesforce application with the "MEINWISSEN" knowledge database. This solution provides agents with context-dependent assistance directly within their workflow, eliminating the need to switch between systems. For Deutsche Post DHL, this resulted in significantly shortened customer response times by avoiding system breaks and improved overall service quality.

Deutsche Post DHL Group