New times, new demands: parcel volumes and peaks are increasing sharply. This is also noticeable in customer service. In order to still be able to answer all inquiries quickly and efficiently, GLS Ireland is relying on new technologies and has now established a new helpdesk ticketing system.
Fast customer support in turbulent times
The Corona pandemic has set a new pace for parcel shipping. More and more consumers are shopping online or send parcels. In unison, customer service is receiving an increasing number of support requests – via phone, email, Twitter or Facebook. Requests range from “When will my parcel arrive?” to feedback on delivery to requests for pricing information.
Laura Nulty, Team Leader Customer Service at GLS Ireland, explains that “especially on peak days, all inquiries must be handled particularly efficiently and effectively across all communication channels so that our customers feel like they are taken care of all year round. Being able to deliver that was the focus when we introduced our new tool.” The Customer Relation Management (CRM) solution Salesforce was chosen as the best fit for GLS Ireland's needs.
The key to quick feedback
All requests are stored in a central location, time-stamped, and assigned a priority status. The service team and its team leader can view the list on their dashboards, keep track of what's going on, and handle support tickets based on priority – without having to resort to multiple tools.
Behind the scenes, the collaboration with the Operations team runs like a well-oiled machine. Over the years, through close contacts at the depots, Customer Service colleagues have developed a deep understanding of the processes so that questions can be clarified immediately, and how things affect deliveries can be illustrated to customers.
Managing new requirements
Thanks to the new tool, routine tasks such as distributing tickets to specific employees can be automated. Quality figures and customer feedback can be proactively managed in an uncomplicated manner. In addition, a unified database enables the team to share knowledge and continuously improve.
Salesforce provides yet another answer to current needs: because the system is cloud-based, support agents can work from home, increasing their flexibility.
“Our new helpdesk ticketing system allows us to optimally manage our resources and the work of the team to move into the future with highly efficient and flexible customer service,” said Swen Krüger, Managing Director GLS Ireland. “Both consumers and retailers who want to provide a good shopping experience for their customers will benefit.”
Swen Krüger, Managing Director GLS Ireland