CUSTOMER STORIES

Unified ITSM boosts satisfaction at DPD BeLux

Freshservice revamps ticketing and collaboration among agents, leading to improved productivity and more self-service

10%Increase in productivity
51% Higher employee satisfaction
73% Faster resolution time

"Freshservice is a real success story for us. It helps us delight users with a single, unified experience. And with low overheads, we can focus on what really matters—making our customers happy."

Linda PetitService Desk Manager

Business challenge

  • Fragmented workflows and suboptimal utilization of its existing ticketing system, Topdesk

  • Poor analytics meant the company lacked a comprehensive view on IT and ticketing processes

Business outcome

  • A unified ticketing solution to effectively route, report, and manage incidents, and a self-service portal to free up agents’ time

  • Freshworks solutions built on Freshworks’ Neo Platform, powered by AWS, provide a strong and scalable foundation for end-to-end cloud operations

DPD BeLux is one of the largest providers of courier services and logistics across Europe.

INDUSTRY

Logistics and transportation

REGION

Europe

PRODUCTS

DPD BeLux, a leader in the logistics industry, encountered major internal operational challenges stemming from fragmented workflows and suboptimal utilization of its existing ticketing system, Topdesk. Switching to Freshservice for IT service management resulted in significant improvements in incident management, self-service, asset management, contract management, and analytics. Employees reported greater satisfaction, and collaboration improved among DPD BeLux’s 63 agents.

“Freshservice has been easy to use, and we receive excellent support from Freshworks,” says Linda Petit, service desk manager at DPD BeLux. Freshservice was easy to implement, and the company has continued to expand its use across the business. Freshservice has enabled DPD to focus on what really matters: making their employees happy.

The company

DPD BeLux in Belgium, part of international group DPD's La Poste division, is one of the largest courier services in Europe and one of the most important players in the logistics sector worldwide. Its 120,000 delivery experts operate in nearly 50 countries, with a network of 70,000 pickup points. The company delivers 8.4 million parcels worldwide each day through the brands DPD, Chronopost, SEUR, BRT, an Jadlog.

The challenge

Because of its extensive internal IT infrastructure, it was crucial for DPD optimize its operational efficiency—from ITSM to the day-to-day workflows of various departments. But the tools for ticketing and IT management from its vendor Topdesk were disjointed, resulting in inefficiencies and a lack of a comprehensive view on IT and ticketing processes. As the company looked to broaden beyond IT to security, facilities, accounting, and HR, it needed a unified ticketing solution so these departments could effectively route, report, and manage incidents together. Without such a system, incidents were often delayed or unresolved. This lack of collaboration caused frustration among employees and hindered overall productivity.

"Topdesk was not sufficiently supported by the IT team, so internal colleagues hardly used it because they hardly received any response via the system," Petit says. The company sought a new system with better support and follow-up to address these issues and improve internal employee satisfaction.

The solution

DPD BeLux turned to Freshservice, built on Neo Platform and powered by AWS, to shore up operational challenges. The implementation of Freshservice has led to significant improvements in several areas.

  • Incident management: DPD BeLux has created categories of tickets that have helped to capture, prioritize, and categorize incidents more effectively, resulting in faster and more accurate resolutions. Outside of office hours, on-call scheduling routes priority tickets to the employee on standby at the time.

  • Self-service portal and service catalog: Employees use the self-service portal to create tickets, requests, and find solutions. This easy-to-navigate portal, with an extensive service catalog, has created a more efficient and user-friendly service for IT issues.

  • Asset management: All hardware devices are inventoried in Freshservice. In the event of incidents and requests, these are linked to an inventory item, which helps track the lifecycle of an asset and its software license. This allows for better management and maintenance of hardware, which ultimately extends the life of the assets and saves costs.

  • Analytics: Creating reports provides insights that are essential for operational efficiency, thanks to in-depth insights that help identify trends and make data-driven decisions to continuously improve service delivery. A dashboard provides real-time insights into a team's performance, allowing for quick adjustments and improvements.

  • Neo Admin Center: This centralized admin console helps DPD manage access and security, crucial for a large company like DPD BeLux. 

The company also uses Freshservice integrations such as Docusign and Jira. The integration with Docusign reduces paperwork and administrative hassle by enabling digital signatures, while Jira improves collaboration between international teams. 

Thanks to Freshservice, we can now work faster and more efficiently. The integration of different tools has streamlined our workflow and increased productivity.

Linda Petit

Service Desk Manager

Impact

In less than two years, DPD BeLux has moved its legacy ITSM solution to Freshservice and equipped 63 agents with the new system. This has led to a significant improvement in employee efficiency, satisfaction, and productivity. 

The move to Freshservice has also improved internal collaboration. Teams can now communicate and collaborate better thanks to the centralized ticketing solution, which has led to faster resolution times and increased employee satisfaction.

"Moving to Freshservice has greatly improved our internal processes," says Petit. "The system is easy to use and gives us the flexibility to adapt quickly to changing needs."

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