Employees : 285 000 worldwide, 4000 in Sweden
Customer Since : 2006
Before implementing NTRsupport, DHL Express in Sweden had 26 technical support associates: 14 field engineers and 12 technical support people. Most support issues were reported and addressed over the phone. This was a time consuming process. In a worst-case scenario, it could take two hours to assist a customer on the phone.
Cases that couldn’t be solved on first-contact required a DHL Express field engineer to go on-site. In Sweden, it could mean traveling over 160 km for one simple issue—costing the company a lot of time and money.
• Decrease costs.
• Increase first-time resolution.
• Decrease travel.
• Improve technical support efficiency.
• Optimize technical support resources.
During the selection process, DHL Express in Scandinavia ran some extensive tests. The security department leading the testing was impressed with NTRsupport’s high security features—something the other contending products lacked. They especially liked the NTRsupport Administration Center’s ability to save all interactions between the administrator and operators. It would make data retrieval easy for future reference such as auditing or billing purposes.
Flexibility was another reason DHL chose NTRsupport. Unlike other products on the market, NTRsupport gives the user five different ways to start a remote session. DHL Express in Sweden realized this is especially important should their customer have a weak Internet connection.
By choosing NTRsupport, DHL successfully increased productivity, reduced costs, and simultaneously improved customer satisfaction. For example, First Time Resolution (FTR) at DHL Express in Sweden improved from 88% to 98 %; this means only 2% of the issues were not solved upon the first contact.
To succeed in a very competitive market, DHL focuses on delivering high-quality customer support.
“In general, the end customers are very pleased and satisfied mainly because the technical support is easy to access and to use,”
Anders Kämpe, DHL Express in Sweden, CIM Customer Support Manager
In Sweden, customer support improvement was also noted in the phone statistics. Prior to using NTRsupport, the average support call could last 6-8 minutes; today the average call is 5-7 minutes. Most importantly, DHL Express in Sweden eliminated the costly high peaks such as support calls lasting up to 2 hours. With NTRsupport, phone calls at the most last 20-30 minutes.
Despite its growing business, DHL Sweden decreased the technical team from 26 to 19 persons without negative implications. The technical department is able to solve less complicated issues and carry out some standard installations remotely. Most importantly, the number of on-site support visits continues to decrease.
NTRsupport’s multiple features are meeting DHL Sweden’s needs: e.g. conducting e-learning sessions via NTRsupport videoconference feature and online training via its multi-access desktop capabilities.
CIM Customer Support Manager
