DB Sсhenker streamlines customer engagement thanks to bpm’online CRM solutions

October 08, 2019
 • by 
Yaryna Kobryn

DB Sсhenker holds a leading position among global logistics services providers. For over 140 years, DB Schenker has encouraged innovative solutions in logistics and supply chain management. The company takes pride in personalized door-to-door services, deep market expertise, and a strong network of customers around the world. Its core business services include land, air, and ocean freight, contract logistics, broker services, and trade fairs & exhibitions.

Previously DB Schenker used to carry out case management process via e-mails. Without advanced CRM technology, the company couldn’t reach the desired level of transparency in its customer service.

Assembling data for creating customer service reports was time-consuming and burdensome for service employees. Due to a lack of analytical tools, neither employee performance nor customer satisfaction could be measured. On top of that, the lack of comprehensive picture of customer service processes left service employees with many questions unanswered: were there any previous customer engagements? How long is the customer journey? Was the customer happy with the provided services? What improvements can possibly be made to improve customer experience?

The company required an effective CRM tool to advance its service processes and ensure better customer engagement. To fill this need, DB Schenker chose bpm’online as a solution provider.

The implementation of bpm’online resulted in the following:

- A common Customer Service database

- Automatic case management processes for improving customer service

- Operational transparency for the service department using powerful analytical tools

- Integrated customer feedback management

Discover more about DB Schenker’s Customer Service solutions in our latest case study here.