DB SCHENKER is one of the world’s largest logistics service providers, offering services such as land transport, air and ocean freight, and supply chain management. The company has 72,700 employees worldwide. The company operates across 1,850 locations in 140 countries, with 725 warehouses and counting.
With its sprawling infrastructure across multiple regions globally, DB SCHENKER manages a wide variety of interactions, including voice calls, emails, chats, and more. Given the scale and complexity of its operations, DB SCHENKER recognized the need for a cloud-based contact center to enhance customer service efficiency. This decision was particularly important as the company continued to expand its services internationally, requiring a reduction in administrative tasks, increased flexibility, and the ability to implement continuous feature updates.
Moving from on-premises solutions to the cloud
DB Schenker has over 2,000 agents worldwide handling over 250,000 calls per month—a heavy load for a team relying on an on-premises system. The reliance on this traditional setup led to significant challenges, including a heavy administrative burden and excessive time spent on manual tasks, diverting attention from delivering high-quality customer service.
George Farid, the Global UC Architect for Global Operations and Infrastructure Services at DB SCHENKER, identified these inefficiencies as critical areas requiring improvement. After a proof of concept, DB SCHENKER made the strategic decision to migrate the company’s contact center to the cloud following their “cloud first“ approach. “We always felt that the on-premises solution was really powerful, but it was still limited,” said Farid.
The company was already familiar with the Cisco ecosystem since they’d been using Cisco’s UCCE and UCCX solutions. This existing relationship with Cisco made transitioning to Webex Contact Center a logical next step. The selection of Webex Contact Center aligns with DB SCHENKER’s cloud-first strategy while maintaining continuity within the Cisco ecosystem. The platform was chosen for its flexibility, advanced functionality, and seamless integration with its current business systems.
“We’ve built really good trust and good cooperation with the Cisco marketing and sales teams, so we were really happy with the continued collaboration,” said Farid.
The transition to Webex Contact Center
The migration to Webex Contact Center began in early 2024 and was completed over the course of three months. During this time, Farid and the Webex team shifted from UCCE and UCCX, moving 800 on-premises agents into the Webex Contact Center Cloud and increasing it to 2,000 agents in January 2025. This step was made possible by the platform’s ease of use and the renewed focus on growth and enhancement.
“Integrating Webex Contact Center into our infrastructure went really smoothly because it’s all consumed through the internet, so we could consume the service directly,” said Farid.
The migration was executed in phases. First, an initial pilot helped DB SCHENKER evaluate its capabilities and build internal expertise. Then, the team built a custom tool to gather business requirements and generate bulk configuration files for efficient deployment. With support from Cisco’s Customer Experience Team, DB SCHENKER rolled out Webex Contact Center across multiple lines of business within three months.
“Cisco helped really in the proof of concepts and in getting the business requirements,” said Farid. “It was really a very successful story.”
Making a noticeable difference
DB SCHENKER sought new features to simplify daily operations and enhance internal workflows. Webex Contact Center has delivered exactly what it was looking for by automating many internal processes, enabling them to redirect resources toward core business activities and ultimately improve customer service.
The Agents now enjoy streamlined workflows, while the centralized system allows DB SCHENKER to scale support as needed. These enhancements have made day-to-day operations more efficient and positioned the company to deliver consistently and responsively excellent customer experiences.
“Now, we can have more consolidation, and supervisors can steer the call flow, which wasn’t happening before,” said Farid.
Moreover, embracing Webex Contact Center has spurred DB SCHENKER to continually seek enhancements and explore new methods for improving customer service, even when changes are required.
“Once we started using Webex Contact Center, it changed my perspective. I can now say I lean toward the customer side of the story,” said Farid. “Now, I’m more flexible to adapt to more features and use these current features as well.”
The future of AI at DB SchenkerÂ
Transitioning to Webex Contact Center has been a worthwhile investment for DB SCHENKER, enhancing operational agility and enabling swift implementation of new features. The Webex platform has enabled the company to introduce new features quickly and seamlessly, positioning it for continued innovation. Looking ahead, DB SCHENKER is focused on integrating Cisco AI Assistant and self-service solutions.
The company plans to utilize Webex Connect to expand customer interaction channels beyond voice calls to include SMS and AI chat.
“Consolidating all these channels into a single system will provide us better visibility into our customer history, customer data, and interactions,” said Farid. “And that will eventually end in better customer service.”
Additionally, DB SCHENKER is exploring API integrations to offer personalized interactions through voice and chat AI-powered Virtual Agents via Cisco AI Assistant. These self-service features provide customers with 24/7 accessibility, eliminating wait times for simple inquiries and boosting customer satisfaction.
For agents, reduced time on repetitive tasks allows them to focus on value-added activities, making their roles more engaging and enabling them to deliver targeted customer support effectively.
Overall, the transition to Webex Contact Center has provided DB Schenker with agility, scalability, and innovation capabilities, streamlining operations and setting a strong foundation for growth.
As DB SCHENKER continues to expand, it trusts Webex to support its journey every step of the way. Contact our team to explore how Webex can facilitate your organization’s expansion.
Source link
No Comment! Be the first one.