case study on DHL
CASE STUDY ON DHL CUSTOMER SATISFACTION
The business issue
DHL India, had seen a rapid growth in customer contact by email, with more and more of their customers now preferring to contact them by email rather than by phone. The 68-strong customer service team handles around 30,000 customer requests per month. Unn Strand, Head of Customer Service at DHL India, wanted to ensure that they could maintain consistently high standards of service to customers contacting them both by email and by phone. Etrack at DHL
Etrack is a powerful email contact management system. Customers now have a single point of entry to contact the company, via the Web site, thus ensuring that no emails are lost in the system. All correspondence to and from a customer is held in a single case file, which allows for rapid access by any member of staff. Incoming emails generate an immediate automatic response to customers, letting them know how long they can expect to wait for a full reply. Automatic monitoring flags any emails coming up to critical response times for urgent action. DHL India implemented etrack in its finance, clearance and customer service departments in November 2006. After the etrack training course, which takes 4-6 hours, customer service agents adjusted rapidly to the new system. The claims team within the customer services department had first to resolve some internal issues of managing parallel case management systems alongside etrack. But they were able to work with their etrack representative to resolve these problems, and migrated to the etrack system in March 2007. Etrack has given DHL customers a single contact address for access to all departments. Any contact with a customer, from any part of the company, is noted against their case number, allowing quick and easy retrieval of all relevant case notes and correspondence. Flexibility is key
The etrack team worked with DHL to help them plan exactly how the system should be set up within the
The business issue
DHL India, had seen a rapid growth in customer contact by email, with more and more of their customers now preferring to contact them by email rather than by phone. The 68-strong customer service team handles around 30,000 customer requests per month. Unn Strand, Head of Customer Service at DHL India, wanted to ensure that they could maintain consistently high standards of service to customers contacting them both by email and by phone. Etrack at DHL
Etrack is a powerful email contact management system. Customers now have a single point of entry to contact the company, via the Web site, thus ensuring that no emails are lost in the system. All correspondence to and from a customer is held in a single case file, which allows for rapid access by any member of staff. Incoming emails generate an immediate automatic response to customers, letting them know how long they can expect to wait for a full reply. Automatic monitoring flags any emails coming up to critical response times for urgent action. DHL India implemented etrack in its finance, clearance and customer service departments in November 2006. After the etrack training course, which takes 4-6 hours, customer service agents adjusted rapidly to the new system. The claims team within the customer services department had first to resolve some internal issues of managing parallel case management systems alongside etrack. But they were able to work with their etrack representative to resolve these problems, and migrated to the etrack system in March 2007. Etrack has given DHL customers a single contact address for access to all departments. Any contact with a customer, from any part of the company, is noted against their case number, allowing quick and easy retrieval of all relevant case notes and correspondence. Flexibility is key
The etrack team worked with DHL to help them plan exactly how the system should be set up within the