{"id":172292,"date":"2023-10-13T10:33:12","date_gmt":"2023-10-13T08:33:12","guid":{"rendered":"https:\/\/spotler.com\/case-studies\/dpd"},"modified":"2026-01-13T21:47:20","modified_gmt":"2026-01-13T20:47:20","slug":"dpd","status":"publish","type":"case-studies","link":"https:\/\/spotler.com\/en-de\/case-studies\/dpd","title":{"rendered":"High customer satisfaction through real-time emails at DPD"},"content":{"rendered":"

The tricky thing about online reviews is that they are often only given when a customer has complaints. However, by using transactional email smartly, DPD<\/a> boosts 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\u00a0Spotler SendPro<\/a>\u00a0to send these emails.<\/strong><\/p>\n

<\/div>\n

The journey of your parcel<\/h2>\n

An ordered package takes a long journey 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 the journey. To make it as easy and clear as possible for recipients, DPD offers insight at various points in that journey.<\/p>\n

<\/div>\n
\n
\n

“When will my parcel arrive?”<\/h3>\n

The first email will be sent one day before delivery. The recipient is told in this email that the ordered parcel will be delivered the next day. The following email is the so-called Predict email. This email 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.<\/p>\n<\/div>\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n

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 their 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 kilometres driven and, therefore, also on CO2 emissions.<\/p>\n

<\/div>\n

“Your parcel has been delivered”<\/h3>\n

Another email will be sent shortly after the package is delivered. 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.<\/p>\n

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 digitisation 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.<\/p>\n

<\/div>\n

Email as a linchpin between IT, marketing and sales<\/h2>\n

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.<\/p>\n

In addition, well-delivered, stylishly formatted emails boost sales. When customer satisfaction scores increase, more partners want to work with you. Spotler Sendpro’s lightning-fast and reliable delivery ensures that email is seen as an integral part of business development.<\/p>\n

\n
\n
\n
<\/div>\n<\/p><\/div>\n
\n
\n

“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.”<\/p>\n<\/p><\/div>\n

\n Leo Schelvis<\/span>
\n – Senior System Developer at DPD<\/span>\n <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
<\/div>\n

Work to improve operational excellence<\/h2>\n

By working with Spotler SendPro, DPD continuously advances its goal of 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.<\/p>\n

Thanks to Spotler SendPro’s support for template and deliverability questions, IT and marketing are unburdened. This allows DPD to continue focusing on creating extra customer value in package and email delivery.<\/p>\n

<\/div>\n
\n
\n

Eager to send on-time emails that actually help your customers?<\/h3>\n

Find out how Spotler can help you send well-timed transactional emails, without getting caught up in technicalities. Try our free platform for 30 days and see the impact for yourself!<\/strong><\/p>\n