At the Digital Transformation Summit 2021 in May , Jiří Mach, CEO of Enehan, had a great opportunity to interview DPD CIO Vladimír Püschner. Even after more than 1.5 years of cooperation (not only) on CRM implementation, Jirka learned a lot of new information and impressions, which you can now read in the following interview.
Most people are familiar with DPD. It is the largest land parcel carrier in Europe, employing 100,000 couriers, and up to 130,000 in the high season. DPD Czech Republic employs 1,700 of these couriers, and up to 2,300 couriers in the high season.
When we look at the Salesforce implementation project at DPD, the first question that comes to mind is – what were DPD’s needs at the very beginning? What led you to make a fundamental change?
It’s been two years since we decided to make a change. The goal was to “have a CRM” and replace the previous one, which was more like a customer database to which you could add notes. There were several main reasons, most importantly we wanted to:
• Have “End to end” customer relationship management
• Manage business pipeline and forecasting without the gambling data mexico need to use Excel spreadsheets
Have everything on one platform so that marketers don’t have to “run” to other tools and can find out what’s happening with their customers with one click.
• Prepare data for campaigns – from my point of view as a CIO, the most important point is that we are aware that we are operating with customer, i.e. the most sensitive, information. Moreover, our data was quite fragmented and of insufficient quality until then. Considering the fact that data determines the direction and we manage the company according to it, this was a crucial topic for us overall.
DPD is an innovative company. How do you view Salesforce and what do you expect from it in the future?
From my perspective, it is an “easy to use” tool that allows us to have the RIGHT customer data in the RIGHT and ONE place. At the same time, it is very quickly usable data, which is the key to success today.
From a business perspective, we worked closely with the sales corporate venture capital in japan director to create a business case. The new CRM helps us with a number of things, including:
• Improving the quality of customer data (speed, flexibility, quality)
• The ability to manage a sales pipeline. Here we also think about the fact that it would help us in crisis management. With the original Excel, a quick response would not have been possible. We also do not forget about improving the quality of customer service.
• Improving customer satisfaction
• Reduction of operational costs – in two clicks, CRM thailand data allows us to manage and reduce operational costs or better capture salesperson turnover. Handing over the agenda is now easier.