dvs – Deutscher Versand Service, formerly known as Postcon Group, specializes in business mail services for key accounts. The company has over 20 years of experience in the industry, and is proud of its 300 employees, 100 network partners and half a billion shipments delivered per year. The mail carrier has continuously expanded its service portfolio ever since its inception. During its growth, dvs has always been guided by its customers’ needs and innovative technologies, focusing on aspects of quality and data security, standards for environmental and climate protection as well as health and safety management. For many years, dvs has been closely collaborating with the Spectos Group on new concepts and smart solutions to exceed customer expectations in terms of quality management.
Challenges of quality management: lots of data, complex tasks
Large amounts of data are generated in the network of dvs on a daily basis. A major challenge had been the targeted and effective use of this data: What happens in which area of responsibility? What quality is achieved end to end? What causes disturbances and delays within the network? The original reporting based on tables generated a considerable effort in quality management and was difficult for the users to access and interpret. Hence, dvs looked for an optimized processing and analyzing of large quantities of data. Moreover, it also needed practical support for day-to-day business to be able to react more quickly and flexibly to customer wishes and perfect the customer experience of its B2B business partners.
A broad range of solutions for in-depth analyses and efficient performance
To gain more transparency about the quality of the network, and to find a solution to each of their customer’s concerns, solutions for data acquisition, processing and data analysis have been developed in cooperation with Spectos following an agile project management approach. These are intended to provide the relevant tools and metrics for the respective user role in their area of responsibility. All solutions are made available in the web-based Spectos Real-Time Performance ManagementTM Suite, providing a central point of access to all users.
By using innovative RFID and Live Tracking technologies, dvs obtains detailed information about its delivery quality. These technologies enable in-depth checks and increase transparency between waypoints along the entire delivery route. In the event of anomalies and deviations, live trackers are used for selective measurements to carry out precise checks. When does a letter arrive at the hub? When does it leave? Which route has been taken between the sorting center and the hub? On the basis of live tracking data, the reasons for delays and downtimes can be identified both easily and quickly.
For even more precise forecasts and assessments of the delivery quality, data from transit time measurements is enriched with additional information from the so-called event management. Unforeseen events that could have an impact on various process steps – and thus the delivery – are being captured via input masks and reported internally by means of automated follow-up processes. This means, for example, that deviations in performance can be traced back to specific causes such as bad weather, accidents or late deliveries by service partners. The event management solution provides further transparency in the process chain and allows for targeted optimization measures.
Focus on the customer: Transparency at all levels in dvs quality management
In addition to the continuous monitoring of delivery quality, dvs also uses the customer experience management solutions of the Spectos Real-Time Performance Management™ suite. The integrated complaint management software ensures the postal operator a seamless and efficient case processing. The underlying ticket system works two ways. For one, it allows for a continuous and systematic processing of incoming requests. At the same time, it serves as an interface between dvs (key) customers, the customer service and regional delivery partners of dvs. The solution enables the employee in charge to get directly in touch with customers or other stakeholders involved. All communication is archived for search and later retrieval. This allows for everyone to understand the steps that have been taken to find a solution in order to efficiently follow up on the status quo.
Furthermore, for customer complaint management, cockpits and dashboards provide detailed reporting and comprehensive analyses, with various options to evaluate data (i.e. by customer, type and frequency of complaints). In combination with additional analyses and data on live tracking, event management etc., the reporting system provides dvs with a complete picture of the company’s performance.
Holistic performance monitoring and quality management combined in one platform
dvs has achieved a comprehensive performance monitoring and quality management through the multitude of solutions resulting from the close cooperation with Spectos. The Spectos Real-Time Performance Management™ platform is a powerful tool for the mail service provider. Not only does the system provide effective support for everyday business, it also allows the company to derive strategic decisions. Due to the easy expandability of the platform, dvs has gradually added more solutions from Spectos in order to be able to respond flexibly and at an early stage to emerging requirements.
