GLS Group’s GLS-US Reports Improved Customer Service with New Multilingual Customer Service Solution from DDC FPO | national news
The omnichannel solution includes 24/7 customer service and sales support in over 30 languages for transportation and logistics companies.
EVERGREEN, Colo., February 9, 2022 /CNW/ — CDD FPOa global provider of business process outsourcing (BPO) solutions for the freight industry, announced the launch of Customer service, a new suite of services to solve customer problems and drive sales success for its transportation and logistics partners in more than 30 languages. GLS Group’s ground, priority express and LTL parcel provider GLS-US is already reporting improved customer service with DDC FPO’s new multilingual solution.
“DDC enables GLS to meet growing customer expectations and build long-term relationships at scale.” Joe BartonGLS-US
GLS-US partners with DDC in many areas of its business, including BPO’s well-known freight billing programs. According to Joe BartonVice President of Solutions at GLS-US, leveraging DDC to improve its customer experience was a natural progression of the relationship between the two companies.
“Customer satisfaction has never been more important,” Bartone said. “I have worked with DDC for years and know that I can trust them with this part of my business.”
Created from conversations with DDC customers who have trusted the company for other business processes for many years, the customer service program is designed to turn the average customer lifecycle into a creative funnel long-term relationships and a revenue generator, while removing the burden of recruiting and onboarding staff internally.
According to Donna KintopSenior Vice President of Customer Experience at DDC, the challenge of finding and retaining reliable, dedicated and approachable internal sales and customer service talent is all too common.
“We’ve heard complaints about the endless quest to hire and keep people. The cost of employing customer service agents is exorbitant and with very high turnover,” Kintop said. “Thanks to DDC’s new solution, we are saving our partners about two-thirds of their labor costs.”
Bartone added, “DDC’s customer service offering enables GLS to meet growing customer expectations and build long-term business relationships at scale.
DDC’s customer service resolves personnel, expense and other issues, including territory and time zone limitations, and labor elasticity during seasonal peaks and troughs.
Kintop explained that the program is not “one size fits all”. “There is no cookie-cutter solution,” Kintop said. “Each of our partners has unique recruiting and training needs. This solution is tailor-made for each.”
The highly customizable and scalable service suite includes omnichannel and multilingual customer service; support for internal processes; and inside sales, sales support and portfolio management.
Drawing on years of experience solving in the highly specialized freight industry, DDC’s state-of-the-art platform combines automation and digital enablement with a team of professional, multilingual experts. The result is a renewed focus on creating positive experiences that generate repeat business and build customer loyalty.
Along with Customer Service, omnichannel support (voice, SMS, chat and email) is available 24/7/365, in over 30 languages. Customer Service Agents are available to help customers with:
- Requests for products and services
- Shipping requests
- Tracking control
- POD Recovery
- Complaint Resolution
- Technical assistance
- Field guidance
In addition to customer-facing services, DDC’s customer service agents can also provide assistance with internal processes such as call routing, accounts payable, debt collection, claims handling, as well as as sales and portfolio management services such as lead qualification, pricing, load matching, and more.
To learn more about DDC FPO customer service, click here: https://www.ddcfpo.com/customer-care
GLS-US is the North American subsidiary of the GLS group. GLS Group is a leading provider of cross-border parcel services. The company provides reliable, high-quality and personal parcel services to customers in 41 countries, complemented by freight and express services. With the company’s extensive cross-border network and strong local market knowledge, customers can expect the same seamless, flexible and personalized service across North America, Europe and beyond. The GLS network consists of 71 central and regional transshipment points and around 1,500 depots, which are supported by around 31,000 last-mile delivery vehicles and 4,000 long-distance trucks.
About DDC Freight Process Outsourcing (“DDC FPO”)
DDC FPO is a strategic business process outsourcing (BPO) partner for today’s leading transportation and logistics providers, enabling customers to focus on their core competencies and achieve their goals. As a freight-focused member company of the DDC Group – a global network of BPO companies – DDC FPO is able to serve customers in over 30 languages across North AmericaGreat Britain, Europeand Asia Pacific. Solutions include data-driven, goal-driven front- and back-office programs such as freight billing, customs brokerage processing, DDC synchronization, and customer service, among others. To learn more, visit ddcfpo.com
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SOURCE SDC FPO LLC