DPD Deutschland uses the wide range of digital possibilities to continually improve customer service. The company has won several awards for its innovative digital solutions. But efficient processes also need well-informed and committed employees – beyond tasks and departments. While employees in the office can easily access internal information and the intranet, those in depots, for example, are disconnected from a lot of current information. This is why bulletin boards remained the main source of information in the factory-like system of the parcel service provider. DPD was looking for the opportunity to roll out a new form of intranet that would also increase the involvement of mobile employees. With T-Systems MMS, the logistics expert found a suitable partner that provided comprehensive guidance on the project – beyond just IT.
The intranet for DPD Deutschland GmbH has been running since 2009. Like in many different companies, it primarily serves as an information pool and file repository and less as a platform for interaction and discussion. At the end of 2021, technical support ended for the application they used. The responsible parties decided to switch over to a modern form of intranet software that could reach more employees and sustainably change the company culture: the new platform should fit modern requirements for a digital workplace and promote the employee experience. With comprehensive project management, all those involved should be included. IT, HR, digital services, and the communications department actively collaborated on the project. T-Systems MMS took the lead on the project.
T-Systems MMS not only supported us professionally in the technical implementation of the project but also contributed their experience and competence in other areas, like communications and change strategy.
At first, possible use cases and the needs of different groups of employees were analyzed. On this basis, an employee-oriented concept was devised that would make relevant information available to target groups. The old hierarchical information concepts that focused on company structures and departments were discarded. DPD chose Staffbase as its software. Staffbase is an app-based platform for employee communication that is made available as Software as a Service. This means the tool can easily be scaled and expanded very quickly.
T-Systems MMS ensured seamless integration into the DPD tool landscape and adapted the software according to internal company requirements. This is how office employees received a button in Microsoft Teams that gave them direct access to the intranet and allowed them to easily share content. Employees without an office space can log in using single sign-on. They can use the Staffbase app on their personal smartphone in bring-your-own-device mode, so they can access the intranet securely.
T-Systems MMS advised the customer with their migration while the content was transferred from the old system to the new one. After nine months of the project, the new intranet was ready for launch. T-Systems MMS also provides support for the operational phase.
The new intranet now facilitates exchange and discussion. Even in the first few weeks since the launch, there has been an increase in acceptance and use of the intranet. Firstly, employees that distribute parcels in the logistics center or are traveling to customers now have real-time access to internal information.
With new and leaner editing processes, editors now have more responsibility and opportunities to process content. They work across thematic areas and can publish more quickly. This is also a reflection of the change in company culture.
“With T-Systems MMS, we had a partner that not only implemented the specialist and technical side of the project professionally, but also involved and coordinated all participants. With the appropriate change management, we got a complete project from one provider,” Michaela Weiß from DPD Deutschland GmbH explains. With the new intranet, DPD has formed a solid basis to take the next steps toward modern working environments and a new company culture. The new intranet strongly contributes to increasing employee loyalty and interaction.
DPD transports 400 million parcels every year – and an increasing number of these go to private households. This makes the logistics expert the second-largest parcel service company in Germany. DPD has a network of 79 depots and 7,500 parcel shop pick up points. 9,500 employees and 13,000 delivery agents ensure that all parcel delivery processes run smoothly.