Improvıng Customers’ Engagement to Digital Services in Logistics Industry  

DSV Logistics

Students: Sıla Balkoca, Doğa Gömleksiz, Batuhan Tanyel, Batuhan Ulucan

Industrial Advisor: Dinçer Genç, Didem Hepgülüm, Onurcan Pektaş

Academic Advisor: Assoc. Prof. Dr. Aysu Göçer

Abstract

Digitalization enables companies to reach a wide customer group, use technological and advanced systems to organize and manage their business, and enable businesses to satisfy their customers and provide better quality services. Companies can provide remote work, facilitate workflow and operations. Digital adaptation is critical and important, although it is a difficult process at first, its benefits are many. Digital adoption determines an organization’s approach to technology and their opinions. Without digital adaptation, digital transformation is not possible. For this reason, it is necessary to provide adaptation first.

In this project, we are trying to find solutions by examining a real company problem. The issue we are trying to find a solution for is adapting customers to digitalization and our company is DSV. Digital tools play a very important role in the logistics industry. Many leading companies have digital tools they use for their operational processes. Thanks to these digital tools, the efficiency and speed of operations increase and less error-free operations are performed. DSV’s digital tool is MyDsv. MyDsv system is a very new digital tool for DSV’s customers, so they have not yet adapted to this digital tool. usage rate is currently 0.04% in Turkey. Our target is helping to company increase and improve the usage rate of myDSV portal in general with various different ways such as interviews with customers and employees of DSV, pilot studies with its customers and road map that we prepared for the company.