DSB (from ’Danske Statsbaner’ which was previously the name) is an independent public company that is responsible for the passenger train operation on the Danish state rail network. It is the largest train operator in Denmark and 80% of train passengers in Denmark travel with DSB. DSB has around 500,000 passengers each day, and approximately half of these are travelling in Copenhagen. DSB was founded in 1885. The company is 100% owned by the Ministry of Transport and Building and has around 7,000 employees.
DSB was looking for a platform for customer service which could lift the customer experience to new highs. A modern and integrated solution was needed, one that was constructed to offer customer support in a more efficient and streamlined manner. A public EU tender was announced, aimed at finding the best supplier for a new CRM system. Large suppliers were in play, and in the end, the 2016 version of Microsoft Dynamics CRM was selected. AlfaPeople was chosen as the supplier for the project. The project kicked off in the fall of 2015 with the goal of implementing a comprehensive solution that would both modernise, automate and streamline DSB’s customer service.
DSB has a very large customer service centre with around 200 employees whom take care of a wide range of incidents (+200 employees). These incidents cover everything from complaints, payments for various trips and services, and taking care of those who are mobility impaired or have other special needs related to travelling by train. DSB has over half a million passengers per day, and therefore the requirements for customer service are great.
For a long time, DSB Customer Service has been operating with a wide range of different solutions and processes for their internal case work. They have been working with a highly customised solution which, as a result, has been difficult to upgrade and maintain. The many different solutions and processes resulted in longer processing time for the employees in customer service, and there were a lot of systems to deal with in relation to the various customer issues. A lot of paper work was involved and there were few, if any, automated processes. This resulted in customer service using a long time on each issue and made it difficult to get a good overview of the customer’s situation. With Microsoft Dynamics CRM, DSB wanted to streamline the processes in customer service and create a modernised system for its customers.