Deliveries to private households cause higher efforts and more failures – a combination that makes it hard to match economics. At the same time customers have rising expactations regarding flexibility and the seamless integration into their daily (digital) life.
In order to claim its position as the most customer centric brand DPD Germany had to reach two goals:
It had to provide innovative products and services that convince business clients and consignees alike. And on top of that it had to build up an entirely new eco-system for deliveries enabling dynamic operational processes and a real-time dialog with the consignees.
In order to implement more sufficient services DPD had to undergo a widespread change process affecting all business units from MarCom to products and services aswell as IT and BI. We’re proud to have accompanied DPD along the way contributing as business consultants and UX-designers during the productdevelopment aswell as developing partner for all mobile touchpoints (iOS/Android).
Together we developed a digital platform that offers a variety of new products and unique services around the parcel delivery:
The PaketNavigator is a cross-device platform that has quickly become a highly awarded industry benchmark. A real-time tracking function led to a tremendous increased in user engagement and due to multiple inflight options we could not only uplift the user experience but improve the operational performance at the same time. Constant developments and a long list of additional features (e. g. rating, mobile tipping, digital vouchers…) is keeping DPD ahead of it’s competitors. And there is more to come…