With around 1,700 employees across Europe, DKV Euro Service GmbH & Co. KG is an affiliate of the global DKV Mobility Group. The affiliate based in Ratingen, Germany deals mainly in fuel cards for commercial customers, offering high-quality services that ensure client mobility. In fact, with millions of fuel cards and on-board units now in circulation — and 12 billion euros transaction volume — DKV Mobility is a leading European platform for on-the-road payments and solutions.
The company’s product portfolio also comprises numerous other mobility services made available by the DKV Mobility Group. For example, DKV Euro Service helps customers contact the nearest garage in case of a breakdown, supports toll station payments and even provides cash on the spot when it’s needed urgently. DKV Card+Charge enables clients to charge their electric vehicles at around 310,000 public charging points. And customers can now access DKV services using a powerful mobile app that will automatically identify the gas station where the user has stopped. The driver then only needs to specify which gas pump they want to use and confirm the transaction — before driving off without having to process a payment.
In the digital era, DKV Euro Service has continuously adapted its internal processes as it’s transitioned toward omnichannel service — prompting it to modernize its communications infrastructure with the Genesys Cloud CX platform. This transformation project was executed in cooperation with Genesys partner VR Voice GmbH, a Dortmund-based company specializing in consultancy, implementation and operations services for digital communication solutions.
A secure foundation for the digital future
Because of its complex IT requirements, the company’s existing environment and PBX system had reached their limits.
“As part of our overall IT strategy, we are currently migrating many workloads to the cloud,” said Robert Trojan, Team Manager Workplace and Network Services at DKV Mobility. “For this reason, and because of the incompatibility of our plans with our current service infrastructure and solution, Genesys Cloud CX was shortlisted early in the process.”
Specifically, DKV Euro Service relies heavily on two cloud-based tools: Microsoft Dynamics CRM for customer care and Microsoft Power BI for reporting. Its new cloud contact center solution had to seamlessly integrate these tools, while also providing superior omnichannel functions and interfaces to partner systems.
“In this regard, Genesys very quickly proved to be the most powerful solution for customer communication,” added Trojan.
Growth on a scalable platform
With the support of Genesys partner VR Voice, DKV Euro Service managed to control its implementation costs by sticking to the tried-and-tested motto: Start small, grow fast. The company began with 30 agents — increasing this number to 250 agents across 14 European locations over the span of 18 months. As of August 2022, there are 530 agents across 15 European countries.
Today, the solution is used for all its telecommunications processes in customer service, as well as telemarketing and omnichannel sales.
“Genesys Cloud CX is one of the most powerful omnichannel tools available,” said René Appel, Process Manager for International Sales Steering at DKV Euro Service. “It is great to be able to start small, within a suitable budget.”