Case Study: DPD iloxx improves service quality and onboarding with Serviceware Knowledge

DPD Iloxx eService GmbH improves onboarding and service quality with Serviceware Knowledge

DPD Iloxx eService GmbH, a customer service provider for DPD Group, faced challenges with a fragmented knowledge structure that required agents to search multiple databases and portals. Manual upkeep of departmental handbooks was time-consuming, and the use of Outlook for internal communications hindered knowledge transfer. To address this, they partnered with Serviceware to implement its Knowledge management solution.

By deploying Serviceware Knowledge as a "single point of truth," the vendor digitized operational handbooks and replaced Outlook with its news function. This solution led to a faster onboarding process for new employees and greater agent confidence. The results included an improved quality of responses, a reduced Average Handling Time (AHT), and increased customer satisfaction.

DPD Iloxx eService GmbH