18. November 2022 | Press release
DPD France ranked best for Customer Service in ESCDA Awards in the Mail and Parcel Delivery category, for the third year running
Yesterday, Viséo Customer Insights ESCDA jury awarded DPD France for excellence in customer services for the 3rd year in a row in the in the Mail and Parcel Delivery category. ESCDA evaluates organisations all over France for the quality of their customer service.
DPD France is the French subsidiary of GeoPost/DPDgroup, the leading parcel delivery network in Europe. DPD France specialises in transporting parcels weighing less than 30 kilos and relies on a network of 68 depots and 5 national sorting hubs, which process and deliver over 385,000 parcels every day.
An ongoing transformation initiated five years ago
Over the past five years, DPD France, with its employees’ help, has been engaged in profoundly remodelling the customer journey. This employee commitment was particularly strong during the Covid crisis, which went hand-in-hand with a steep increase in e-commerce over the period. It was rewarded by being elected “Customer Service of the Year” in 2021, then again in 2022.
“This fresh win in the Customer Service of the Year election, for the third year in a row, is proof of our determination to give the customer pride of place. Our customers challenge us every day and the DPD France teams are once again demonstrating their commitment to living up to that challenge. It’s a wonderful reward for all of our employees,”
points out Samuel Gangnant, Chief Executive of DPD France.
A transformation marked by the introduction of a dedicated CRM unit
The transformation of the customer pathway undertaken by DPD France over the past five years has unfolded in two main stages. It began in 2017 with the creation of the Customer Relations Department. Then, in 2022, the company adopted the Salesforce Service Cloud solution (rolled out in six weeks) to centralise all of its customer service information and standardise its processes.
“Customer service has more importance now than the act of delivering the parcel. Customer relations and the ongoing effort to improve this aspect are major stakes for DPD France, which is both an intermediary and a trusted third party,”
adds Nathalie Nahmias, Customer Relations Director at DPD France.
*Mail and Parcel Delivery Category – BVA – Viséo CI Survey – More info at escda.fr
About DPD France
Established in France 25 years ago, DPD France is part of DPDgroup, the international parcel delivery network headed by GeoPost, the leader on the European market and a subsidiary of Groupe La Poste.
Catering to businesses, DPD France relies on a network of 68 depots and 5 sorting hubs across France, operated by over 2,600 employees who handle and deliver over 385,000 parcels in France every day. With its DPD CLASSIC Europe and DPD CLASSIC Intercontinental services, DPD France also enables its customers to increase exports via the robust and efficient DPDgroup network.
DPD France boasts three major assets to support its customers: geographic proximity, with sales and customer service teams operating out of each of its 68 depots, alternative delivery with its 8,500 partner Pickup Points across France, and Predict, an interactive delivery service that enables consignees to rearrange delivery to suit their needs and fit in around their schedules.
In 2021, DPD France delivered 100 million parcels. To find out more: www.dpd.fr
