Partnership to further optimise customer satisfaction in growing market
Best, 31 October 2018 – Parcel delivery company DPD has entered a strategic partnership with VANAD Group. Since September this year, customer care expert VANAD Group has been taking care of the customer service for recipients of DPD services, including contact by telephone, e-mail and social media. The partnership will make it possible to accelerate the process of optimising and innovating customer contact and the customer experience.
Customer-oriented growth
The aim of the partnership is to increase the focus on serving customers and the specific use of innovations from which both recipients and senders can benefit. DPD has formulated an ambitious growth strategy in which customer satisfaction is key. From April 2019, DPD will be doubling its parcel capacity by opening a completely new state-of-the-art distribution centre in Eindhoven. The partnership with VANAD Group is a logical step in achieving both objectives, and customer experience is an important pillar.
“Every parcel is unique and means something for both the sender and the recipient. We do everything we can to deliver parcels faster, but also to keep improving our services to customers. We want to grow not only in terms of revenue and volume, but also with respect to customer focus and innovation. In close collaboration with VANAD Group, we have transferred certain activities to them in recent months. We are confident that this partnership will help us further enhance our service provision.”
Eric Dietz, CEO DPD Nederland
VANAD Group also underlines the importance of a joint mission.
“We work with organisations that match our DNA and that want, are able and dare to change to get the best out of themselves. We feel that DPD is an ideal match. In addition to the leading retailers we have been working with for many years, we now also have a partnership for the ‘last mile delivery’ in the retail sector. This partnership fits perfectly with our role as a challenger, a capacity in which our people – supported by technological and innovative solutions – make a real difference, each and every day.”
Yvonne de Keijzer, general manager VANAD Engage
