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

Excellent customer service through central knowledge management

Deutsche Post DHL Group, the world’s leading logistics provider, faced the challenge of supporting a large workforce across multiple ticket handling systems while managing an extensive knowledge base with more than 14,000 texts and documents and over 1 million search queries each year. Serviceware helped address these issues with its knowledge management platform, Serviceware Knowledge, to make customer service information easier to access and use.

Serviceware implemented the MEINWISSEN central knowledge platform with a browser plugin and integrator, embedding knowledge directly into the Salesforce customer service environment used by more than 3,500 employees. This reduced system switching, enabled contextual knowledge retrieval, and shortened customer response times while improving service quality and efficiency.

Deutsche Post DHL Group

Silke Hauser

Head of Information and Communication Solutions Department