DPD is one of the leading providers of express and parcel services in Europe.
DPD is one of the leading providers of express and parcel services in Europe. DPD is represented in over 40 countries and with a total of 800 depots worldwide, with DPD Switzerland having over 900 employees at 12 different locations. The upgrade of a legacy CRM system was the start of a journey towards perfect customer data.
The Business Challenge
DPD'S old CRM system was gradually reaching its capacity limits. They were running the customer data in their CRM, however the data was inaccurate with information missing and a high number of duplicates. There was a lot of information missing and we were running a lot of duplicates. Resulting in employees saving new entries without filling out all the fields, and subsequently leaving gaps in the database.
The Solution was found with Dun and Bradstreet. Dun & Bradstreet’s database contains information about around 700,000 companies in Switzerland and up to 300 million companies worldwide. Therefore, DPD handed over its customer database to Dun & Bradstreet, where the data preparation took place. Dun & Bradstreet checked whether the existing information such as address, email addresses or telephone numbers were correct and complete by adding the current and missing values where necessary. This involved matching with the D&B D-U-N-S® number, the worldwide unique identification number for companies, making it possible to eliminate duplicates from the database. But that was not all, Dun & Bradstreet also enriched the database with additional information. Each company was given a risk indicator to highlight the financial risk of working with certain companies.
The data was now in the desired form. All gaps filled, all correct data inserted, duplicates eliminated, risk assessment available. With this database, DPD took the next step, importing the data into Salesforce.