DHL Express, the global market leader in international express and logistics, chose FocalScope to get a clear overview of its email communications.
DHL Express’ operation involves receiving and processing a high volume of email queries on a daily basis. Therefore, they required a flexible and user-friendly system with the ability to prioritize and route emails to the right agents and teams. After taking the 14-day free trial, they felt FocalScope was the right solution for them. In October 2009, DHL Express decided to switch to FocalScope.
DHL Express needed a system that could effectively solve their email routing needs and give them clarity on who is responsible for each ticket. They also required statistical reports to show them how tickets were being managed and what the response and resolution times were. It was imperative that the system be fast to implement and configure so as not to disrupt their busy schedule.
Getting started with FocalScope was a breeze for DHL Express, as the FocalScope engineers masterfully handled the implementation. In only two days, DHL Express had the system operational and successfully migrated staff to the new platform.
Transport and Logistics.
DHL Express is the global leader in international couriers and connects more than 220 countries and territories worldwide. DHL Express relies on its workforce of approximately 285, 000 employees to provide efficient and reliable service to their customers.