DPD

When VRP met DPD, one of their regions already had an existing Salesforce implementation performed by a previous technology partner. This implementation did not harness Salesforce’s full potential to streamline and automate workflows, reduce effort and ensure verified data is easily available, including via integration with third-party systems.

One major example of this was DPD’s process for onboarding new customers. Processes for gathering and recording customer data were overwhelmingly manual and error-prone, with data re-entry required from multiple sources and a lack of validation to ensure correctness. Performing, evaluating and recording credit checks, in particular, required excessive time and attention. It was a lengthy process that included logging into an external credit database, entering information, making manual calculations and entering findings into DPD’s Salesforce instance. This was one of many areas of their operations that DPD wished to transform with the help of expert business analysis and Salesforce consulting and development.

In a long-term ongoing relationship, DPD engaged VRP’s outsourcing services to provide skilled, certified resources including a Business Analyst, Salesforce Developers, Consultant and others. With their help, DPD has been able to embark on a program of robust, planned development that is transforming processes across their business.

This includes customer onboarding. A robust case feed has been implemented, along with a new ticketing system, to dramatically expedite and streamline customer onboarding. An employee first opens the relevant account record and clicks a single button to begin onboarding a customer. A case is created automatically, with all the necessary information pre-populated, including opportunity and contact details. Using a quick and simple checklist, the team member verifies the data is complete and all vital criteria fulfilled. Crucially, this data includes credit check information, automatically provided via an integration with Dun & Bradstreet’s service, and processed via automation that includes a red or green flag evaluation of risk.

Beyond projects such as these VRP team’s work has included implementing, customizing and maintaining the many Salesforce-native applications DPD has implemented, which have since become key to their business operations. They have also worked with DPD’s own Business Analysis specialists to develop requested functionality and provide enhancements.