Collaborative Tool Improves Responsiveness to Client Requests for DPDgroup
- Provide collaborative process for managing international requests for proposals
- A new app built on the Salesforce Customer Success Platform
- A rich and innovative application
- A project completed on time
- Total user satisfaction and an increase in leads and network efficiency
An international network for GeoPost parcel delivery and a subsidiary of La Poste Group, DPDgroup operates in 26 countries throughout Europe, where it is the No. 2 player in express parcels. DPDgroup has built its success on an extremely decentralized operating model, which enables each country to fully respond to the needs and environment of the local market. However, when faced with the growth of online business and international trade, DPDgroup needed to strengthen its capacity to respond to pan-European requests for bids.
Operating as a True Team
Previously, a dedicated group in France was responsible for centralizing requests and distributing them to approximately 40 correspondents in different countries. Responses were then consolidated for clients. Although the process enabled DPDgroup to develop quality customized proposals, it created numerous email exchanges and lacked reliability and flexibility. To improve process and performance, DPDgroup’s Global Account Team Europe (GATE) sought to build managerial support and implement a tool that was both collaborative and community based. “Despite the geographical and organizational dispersion, the objective was to operate as a real team,” says Tilmann Schultze, managing director of GATE. The company strengthened and engaged its network of correspondents via initiatives such as seminars, newsletters and competitions. Taking the effort a step further, DPDgroup selected CSC to help implement a new tool, called GATE Tender App.
An Agile Approach
The main challenge for the project team was to ensure the adoption of the app by a small community of users — each with unique practices, cultures and skillsets — located throughout Europe. The project team also had to ensure that the company would provide more relevant and consistent user input to the client as a result. “From the start, the project team maintained constant focus on facilitating the use of the future solution,” says Mehdi Kallel, partner at CSC. Work began with a careful study of existing operations to ensure the new application would be seen as both a continuation of and improvement to the process. The use of Agile methodology made it possible to integrate user comments and needs as they arose. Finally, the team paid particular attention to design and ergonomics in order to make the tool engaging and intuitive, while standardizing the platform to ensure scalability. Drawing upon the Salesforce Customer Success Platform’s Communities and Chatter modules, GATE Tender App offers features such as messaging capabilities, document sharing, a library of the group’s offerings and historical data. These strengthen and facilitate collaboration within the network and enable users to handle calls for proposals more effectively.
The project had to meet strict deadlines to accommodate a Paris launch event, which all users were invited to attend. In charge of change management, CSC also designed an engaging and enjoyable training program that succeeded in motivating the users. “We had wonderful feedback on both the format and the content. The participants even thought that the CSC employees were part of our team, which is the best proof of the success and closeness of our relationship,” says Schultze. Users immediately adopted the GATE Tender App, which was fully operational the day after the launch event. The tool led to a drastic decline in the number of e-mails exchanged by the team and facilitated better sharing of information, which has led to an increase in leads. While acknowledging that it is difficult to isolate the application’s impact, Schultze notes that in just 6 months of use, the company has achieved sales figures equivalent to the entire previous fiscal year’s totals.