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GLS is a leading parcel and LTL freight delivery provider with a proven record of excellent service and continuing growth. To proactively elevate their customer experience, they sought support from their trusted partner, DDC FPO.
DDC FPO successfully recruited, onboarded, and trained staff to perform critical customer-facing activities, while also supporting a successful customer development and onboarding. After just seven days, GLS’ dedicated team of DDC agents surpassed expectations in collecting missing data, securing quotes, and confirming bookings.
GLS-US is the North American subsidiary of GLS Group, a leading cross-border parcel service provider. The company provides reliable, high-quality parcel services and exceptional customer service across 41 countries. Thanks to the company's expansive cross-border network and strong local market knowledge, customers can expect the same seamless, flexible, and personal service across North America, Europe, and beyond.
The GLS network consists of 71 central and regional trans-shipment points and about 1,500 depots, supported by approximately 31,000 final-mile delivery vehicles and 4,000 long-distance trucks.
GLS-US was looking to power up their already excellent customer service experience and scale their sales operation but faced the daunting challenge of hiring and retaining the best talent to serve their customers while balancing external market forces.
"Customer satisfaction has never been more important,” says Joe Bartone, Chief Operating Officer at GLS-US. “I have been working with DDC for years, and I know I can trust them with this piece of my business.”
Given their objectives, DDC FPO’s Customer Care offering was the ideal solution to address GLS-US’ challenges.
On average, DDC clients who leverage this solution save about two-thirds on their workforce staffing and retention expenses while maintaining a flexible, scalable base of qualified and knowledgeable professionals.
Customer Care services include:
- Omnichannel, Multilingual Customer Service
- Support for Internal Processes
- Inside Sales, Sales Support, and Portfolio Management
DDC FPO created a customized Customer Care solution for GLS-US that included training, quality assurance, contingencies for expansion, technology configuration, extensive testing to ensure a successful launch, and ongoing implementation support to fine-tune performance.
- Elevated existing customer experience
- Scaled customer service staff within budget
- Reactivated dormant accounts
- Gathered accurate, up-to-date client data
- Increased sales qualified lead generation
- Closed first FTL booking within Week One