DHL deploys KMS Lighthouse and strategically improves customer service and knowledge management

220
countries operated in
360,000
employees
50%
reduce agent training time by
Background

DHL is one of the world's leading logistics groups. It offers integrated services and tailored, customer-focused solutions for managing and transporting letters, goods, and information. The company's international network links more than 220 countries and territories across the globe. DHL offers unparalleled expertise in express, air and ocean freight, overland transport, contract logistics solutions, and international mail services. DHL is comprised of four divisions operating under the supervision and control of respective divisional headquarters. The company's internal services, including financial operations, IT, and procurement, are all centralized in one operational center supporting the entire group. This consolidation enables DHL to increase its business flexibility, improve its quality of service, and leverage economies of scale and cost benefits.

Lighthouse drives a rise in DHL's customer satisfaction with a faster and more accurate information retrieval processes and improved “First Call Resolutions”

Challenge

DHL made a strategic decision to improve its customer service and opted to provide knowledge management capabilities to its call center agents. DHL requested a Knowledge Management (KM) platform that would integrate with other systems and provide fast access to accurate information during agent-customer interactions.

Solution

DHL selected Lighthouse software, which integrates with existing systems and provides streamline data management and retrieval. In addition, KMS Lighthouse cut agent training by 50%, reduced call duration, and average holding times. Through Lighthouse software, DHL’s global data and call centers around the world are all connected and synchronized. Following the implementation of Lighthouse, DHL saw improvements in the below areas:
Rise in customer satisfaction and overall better customer experience
Faster and more accurate information retrieval processes
Improved “First Call Resolutions”
Reduced total call duration and average holding times
Reduced training curve for new agents on procedures, regulations, rates, products, etc.
Reduced interactions in which inaccurate information had been provided to consumers

KMS lighthouse has dramatically reduced our call center operational costs and agents’ training time."
Balachander Swaminathan |
Program Manager, DHL

DHL is one of the world's leading logistics groups. It offers integrated services and tailored, customer-focused solutions for managing and transporting letters, goods, and information.

More infowww.dhl.com
HeadquartersBonn, Germany
IndustryLogistics
TypeB2C