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Success story FilmHallen
High customer satisfaction through real-time emails at DPD
DPD receives satisfied reviews thanks to email
The tricky thing about online reviews is that they are often only given when a customer has complaints. However, by making smart use of transactional email, DPD provides a huge boost in customer satisfaction and positive reviews about its service. In this case you can read how real-time emails help DPD to get more satisfied reviews. DPD successfully uses Spotler SendPro to send these emails.
The journey of your package
An ordered package takes a long journey to get from the manufacturer to the customer. A crucial part of that journey is when the package is shipped from the store or depot to the receiving address. DPD Parcel Service provides that part of that journey. To make it as easy and clear as possible for recipients, DPD offers insight at various points in that journey.
“When will my package arrive?”
The first email will be sent one day before delivery. In this e-mail, the recipient is told that the ordered package will be delivered the next day. The next e-mail that is sent is the so-called Predict e-mail. This e-mail contains the time slot (one hour) in which the package will be delivered and offers the recipient the opportunity to prepare for this. This way, the recipient knows exactly where he stands.
In addition, this email (or SMS) also offers the option to adjust the delivery (up to 30 minutes before delivery), so that the recipient is always informed, but above all has control over his package delivery. This not only offers advantages to the receiver, but also increases the first-time-right, which results in a saving of 4% on the kilometers driven and therefore also on CO2 emissions.
“Your package has been delivered”
At the moment after the delivery of the package, another email will be sent. This cleverly responds to the fact that the package has just been delivered. By asking about customer satisfaction in this email, DPD can ask for feedback just after the moment of delivery. The enthusiasm about the just received package is reflected in the reviews.
The combination of the above emails results in extremely high customer satisfaction scores. Recipients are very satisfied with the way things are going, because their expectations are met. Whereas before this digitization battle it was still difficult to achieve high scores on, for example, Kiyoh, the positive image of DPD increased enormously after the introduction of time-based emails. In this way, the satisfied recipients are also heard.
Email as a linchpin between IT, marketing and sales
Email plays an important role in the entire marketing and sales process at DPD. Connecting Spotler SendPro as a solution ensures a smooth and effective collaboration between IT, marketing and sales. Where Spotler SendPro makes it easy for IT to link systems together and create an overview of all sources, the powerful template engine makes it easy for the marketing department to make small changes.
In addition, well-delivered, stylishly formatted emails provide a boost in sales. Because when your customer satisfaction scores increase, more and more partners want to work with you. The lightning-fast and reliable delivery of Spotler SendPro ensures that email is seen as an integral part of business development.
"By using Spotler SendPro, I no longer have to worry about the delivery of important emails. I know that the emails we send are quickly delivered where they belong, just like our packages."
Work to improve operational excellence
By working with Spotler SendPro, DPD continuously builds on its goal of achieving operational excellence. The focus is on efficiency improvements, such as the aforementioned time-bound emails and increasing customer satisfaction. In addition, by using Spotler SendPro, the marketing team is less dependent on IT when changes to the emails are needed.
Thanks to the support provided by Spotler SendPro for both template and deliverability questions, IT and marketing are unburdened. This allows DPD to continue to focus on creating extra customer value, both in the delivery of packages and in the delivery of e-mails.
Want to become successful with your transactional emails?
That’s possible with Spotler SendPro! Curious about the possibilities? Then schedule an online demo with one of our experts. We give you a tour in the software and we explain what a possible collaboration with Spotler looks like.
