Limited insight into the first-mile pickup process prevented DPD Netherlands from responding proactively to delays and answering customer questions immediately and accurately, leading to inefficiencies in service delivery.
Full overview of first-mile pickups and increasing customer satisfaction through clear and proactive communication.
With RoutiGo, DPD Netherlands now has full control over the first-mile pickup process and provides real-time updates to customers, which ensures more efficient processes and higher customer satisfaction.
DPD Netherlands, a leading player in the parcel transport industry and part of Geopost, manages multiple sorting centers across the country. Their first-mile process, where shipments are picked up from major business customers, required greater insight and control over the rides. RoutiGo provided that solution by providing detailed trip information and proactively keeping customers informed.
“We wanted more control and insight into our process,” says Sander Lans, Supply Chain Coordinator at DPD NL. “RoutiGo not only provides real-time insight into where our trucks are, but also actively thinks along and responds quickly to find solutions outside their standard roadmap. That flexibility makes the collaboration truly unique for us.”
Previously, DPD NL's business customers had no direct insight into when their pallets would be picked up, which led to additional calls to the DPD team. Thanks to RoutiGo, this problem has been solved. Drivers use the Routigo app, which allows DPD NL to see exactly where they are driving and what time they arrive at the customer. In addition, customers receive proactive notifications with an estimated pickup time and a link to follow the ride live.
“Customers are now automatically notified when their trip is scheduled and can see exactly when we stop by. This means far fewer questions and gives our team more time and attention to focus on the specific needs of customers and carriers. This way, we can offer better service and at the same time optimize the efficiency of our planning,” says Sander.
In addition to improving customer satisfaction, DPD NL has also experienced many internal benefits through the cooperation with RoutiGo. Functionalities such as the predict function and track & trace ensure fewer calls and faster processing of trips. Thanks to this efficiency increase, the team now has more time to visit customers in person and further optimize the planning. In addition, DPD NL is working to expand the cooperation with RoutiGo by implementing a booking portal. This enables customers to manage their own collection orders, which results in further automation and time savings for both DPD NL and their customers.
RoutiGo has grown into a strategic partner for DPD NL in optimizing their collection process. “What we really appreciate is how RoutiGo always supports us with new developments,” says Sander. “The flexibility and willingness to think along with us ensure that we can always keep innovating and improving our service.” Together, we will continue to build forward-looking, customer-oriented logistics.
