DPD Polska is constantly looking for new solutions in the courier industry that improve customer service, optimize operational processes, and contribute to reducing internal costs.
DPD’s market needs analysis indicated that an area that could function even more efficiently was the expansion of the return of documents (ROD) and document shipment services already existing in the DPD package. Therefore, the ARCHEO project was created to increase the competitiveness of DPD’s offer.
This solution is a response to customer requirements and expectations in search of an economical, convenient, and secure solution for achieving real cost savings in the area of return shipment management, while maintaining strict document confidentiality. Maintaining full data confidentiality is of great importance when serving companies in the telecommunications and banking sectors.
The project was initially implemented for one of the company’s key clients, who set very high and strict requirements in the area of security and systematic process management. Therefore, for the new service to be automated and have full system support, ARCHEO was combined with another major project – “Redirects and Returns”. As a result, this allowed for the construction of a comprehensive solution that was implemented in all DPD Polska branches.
Increasing process efficiency
– Before the ARCHEO project was implemented, undelivered document shipments were returned to the sender. We have shortened this process. It currently consists of accounting for delivered shipments and those that did not reach the addressee or were not accepted by them and are automatically transferred to the destruction process. Thanks to this, we save on transport costs and relieve the client of the obligation to accept documentation that is ultimately disposed of anyway – says Łukasz Zembowicz, Director of Marketing and Sales at DPD Polska.
The new process looks as follows:
1. An undelivered shipment containing only documents returns to the delivery branch.
2. For dedicated distribution processes – a DPD employee, with the support of the Redirects and Returns Application (the implementation of which was part of the ARCHEO project), instead of assigning a return to sender status, assigns a new status – disposal.
3. Such a shipment is placed in a special container, which is periodically transferred to a specialized company dealing with professional document destruction. This solution ensures maximum security and certainty that sensitive information will not fall into the wrong hands.
4. A report of shipments that have received the “disposal” status is sent to the sender of the shipments on an ongoing basis.
Success through listening to customers
– The project is unique in that no one had previously offered such a solution on the market, and DPD is a pioneer in this area. The very idea of implementing the project came from customers who began to report the need to shorten the circulation process of return documents and document shipments that were not accepted by recipients – adds Łukasz Zembowicz.
The ARCHEO project has not only gained customer recognition but has also been appreciated within the international DPD group, receiving awards: GeoPost Quality & Management Awards 2015 and La Poste “Qualiades” Trophies 2015.