DPD Switzerland reduces carbon footprint and improves customer service

DATA A N A LY T I C S

CUSTOMER STORY

DPD Switzerland reduces carbon footprint and improves customer service 2

C U S TO M E R S TO RY

“Qlik is our central solution for identifying the adjustments we need to make to achieve our goals, including reducing CO2 emissions by 75% by 2030.” Rhianne Copson, Controller Business Intelligence, DPD (Switzerland) AG

DPD goes green DPD is one of Switzerland’s leading private express delivery and parcel delivery services, with its 1,200 employees delivering approximately 24 million parcels each year. Both DPD Switzerland and the entire GEOPOST network take a responsible approach to the environment: all depots operated by DPD use renewable energy from hydroelectric or solar power.

As part of the Science Based Targets initiative (SBTi), DPD Switzerland has set itself the objective of achieving net zero CO2 emissions by 2040. The first waypoint on the road to net zero is the comprehensive roll-out of green transportation in 10 Swiss cities by 2025. In the second phase, CO2 emissions will be reduced by 75% by 2030. “One of the measures for achieving these green objectives is increasing the efficiency of our transport network,” says Rhianne Copson, Controller Business Intelligence, DPD (Switzerland) AG.

Transparency and visualization To identify the potential for improving efficiency and optimizing processes, DPD Switzerland decided to implement a business intelligence solution. “We already had information on basic key figures like sales, the number of parcels per day and weight,” continues Rhianne Copson. “However, we didn’t have any deeper insights into how we could improve our ecological balance or the qualitative aspects of our service. After all, we don’t just want to become ‘greener,’ but achieve the best possible outcomes in terms of customer satisfaction. We were also lacking opportunities to represent data visually, which would help us better understand the information behind the data.”

Solution Overview

Customer Name DPD (Switzerland) AG Industry Transportation & Logistics Geography Switzerland, EMEA Function Finance, HR, Marketing, Sales

Challenges • Visualize data

• Provide data visualizations for all business divisions

• Ensure highly up to date data

Solution Implemented Qlik and provided around 20 streams with around 50 applications for 120 employees.

Results • Centralizes data provisioning • Provides current data which is updated hourly • Gives all departments access to flexible

data analysis • Creates clear graphical data visualization

3DPD Switzerland reduces carbon footprint and improves customer service

The solution needed to be capable of processing data from a range of different source systems and map a wide spectrum of applications in one central BI system. Already in use at the company was the CRM system BSI, a marketing tool, the ‘Open Pricer’ pricing platform and a time entry system. A further key source of information was a solution developed in-house at DPD which maps logistical processes and provides IT-based parcel tracking through regular scans of packages using both stationary and mobile scanners.

Qlik and Informatec make the cut Following a market analysis, Qlik Sense® stood out due to its high flexibility for connecting to source systems and its analysis features. Other decisive criteria were its intuitive user interface and the various visualization options on offer.

To implement the software, establish the data model and set up the initial applications, DPD enlisted the experienced support of Informatec, a Swiss provider of IT services and Qlik Elite Solution Provider. Informatec not only scored highly for its technological know-how but also for its technical expertise in the field of transport and logistics.

Green Stream for ecological balance analysis The solution now comprises 20 different cross- departmental and department-specific streams with around 50 applications.

The ‘Green Stream’ comprises various applications for performing a detailed analysis of the ecological balance as part of the company’s green strategy. For example, the solution evaluates how much CO2 is generated by transportation, the number of electric vans in use and the percentage of vehicles which are already green.

Additional measurements include the number of parcels delivered on a climate-neutral basis and the amount of CO2 generated per package. DPD Switzerland also uses Qlik to analyze information about the amount and type of energy used at its depots. The information is shown in six green reports with a focus on building data, green vans and the first and last mile in both parcel delivery and pick-up.

Deeper customer insights DPD Switzerland is also using Qlik to identify the potential for optimization in other areas of the company. The sales department, for example, is using Qlik to perform customer analysis which involves determining key data such as sales figures, parcel volumes and Net Promoter Scores (NPS) to gauge customer satisfaction.

Qlik NPrinting automatically converts these key figures into reports that sales employees can use as a basis for customer discussions.

Team leaders at the various depots are provided with information about the number of parcels delivered, delivery reliability, expected parcel volumes and – based on this – the number of employees required to make the deliveries. Depot managers can call up information about the costs incurred at their depots, while finance can access productivity and cost data across multiple depots or at the individual depot level.

While some information is updated monthly, other data is accurate to the hour. “For certain tasks, we need the latest figures from the past hour in order to react immediately,” explains Rhianne Copson. “This applies to the evaluation of scanned data, for example, which enables us to see how deliveries are progressing, whether parcels are being delivered on time or why delays may have occurred.”

4DPD Switzerland reduces carbon footprint and improves customer service

120 Qlik users and an internal BI team Qlik is being used by around 120 employees in finance, HR, marketing and sales, as well as by senior management.

The significance of Qlik as a central analytics solution at DPD Switzerland is also demonstrated by the development of its internal BI competencies. Whereas a single BI specialist was initially responsible for the entire BI landscape with support from Informatec, the task of generating added value from this data now occupies an entire team of employees from departments across the company, including four super users, whose daily work involves setting up applications, and 30 professionals. “We have monthly meetings with all individuals responsible for Qlik to share information about new apps and the new things we have learned,” adds Rhianne Copson.

Transparency and visualization According to Rhianne Copson, the added value of Qlik is particularly evident in the company’s increased transparency: “Without Qlik, we wouldn’t have such a deep, detailed view of the data. Qlik makes the entire process straightforward based on current, uniform data that meets all our information needs. For example, we now know exactly how far we have progressed toward achieving our ecological balance objectives and can see which adjustments we still need to make.”

Qlik’s many visualization options also present a key advantage. “Figures are only effective if you actually understand them,” confirms Rhianne Copson. “It is therefore important for us to display data as simply and clearly as possible. Qlik offers a very large number of options for visualizing data in graphical form, which makes it easy to understand.”

The Qlik application landscape will continue to be expanded over time, with plans already in place to integrate Jedox planning and controlling software with Qlik. In the future, DPD Switzerland may also elect to switch from its current version of Qlik on premise to the subscription model Qlik Cloud.

About Qlik About Informatec Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages advanced, enterprise-grade AI/ML and pervasive data quality. We excel in data integration and governance, offering comprehensive solutions that work with diverse data sources. Intuitive and real-time analytics from Qlik uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities. Our AI/ML tools, both practical and scalable, lead to better decisions, faster. As strategic partners, our platform-agnostic technology and expertise make our customers more competitive.

Informatec focuses on consulting and business intelligence (BI) solutions that meet customer needs. The Swiss IT company is supported by the three key pillars of customers, employees and partners. As a professional BI consultancy with over 22 years’ experience, Informatec provides high-quality, sustainable and bespoke BI solutions and services, which are used across a wide range of sectors, divisions, source systems and functions. The Qlik Elite Solution Provider has already successfully implemented more than 750 projects around 280 customers.

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“We want to improve constantly and be in a position to adapt flexibly to changing market conditions and customer requirements. Qlik delivers the necessary transparency into our data.” Rhianne Copson, Controller Business Intelligence, DPD (Switzerland) AG

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