Customer centric – DPD Deutschland

DPD Germany is part of the international DPDgroup, Europe’s largest parcel delivery network. The group dispatches 5.3 million parcels to 230 countries and regions every day, combining innovative technologies with extensive local knowledge and dedicated customer care. Every year the No. 2 on the German parcels market ships around 375 million parcels thanks to a workforce of 9,500 employees and 11,000 delivery drivers. Day in, day out, the innovative company shows how a parcel service can harness digitalization to provide the best possible experience for both shippers and shoppers – with maximum transparency and flexibility guaranteed. This also entails deploying staff with agility and pinpoint accuracy. Spotting optimization potential in this area, company management decided to introduce a professional workforce management solution and harmonize the patchwork system and process landscape across the whole company. And this is precisely where our strength lies. In future, the nearly 10,000 employees in the 79 distribution centers, the service centers and the administrative offices are to be managed in the cloud by the ATOSS Logistics Solution.

The aim is to establish a future-proof time and attendance management system that incorporates laws as well as collective and company agreements and triggers an automatic warning in the event of an impending breach. Consequently, the company is also implementing the European Court of Justice’s ruling on mandatory working time recording and documentation in a legally compliant manner. The solution is being introduced remotely due to the coronavirus pandemic, with agile project management ensuring an on-schedule rollout. The project’s first phase has seen staff integrated into the working time management setup. They now record their working time digitally via the Staff Center – or, in the case of blue-collar employees, by way of the mobile app – and can request and approve absences electronically in defined workflows. In the ongoing second phase, workforce scheduling is being implemented at the distribution centers and the service center, benefiting some 8,000 employees. Dispatchers will then be able to plan and schedule in real time, taking into account laws, collective agreements, working time balances, qualifications and individual agreements. In the service centers, meanwhile, ATOSS Workforce Forecasting will ensure that call volumes are factored into workforce scheduling. At DPD Germany, digital workforce management is instrumental in optimizing the customer experience.

Source: ATOSS Customer DPD Deutschland | ATOSS Annual Report 2020