Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation
 Nomination Title: DHL Express Vietnam
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 185 words used.
- Through Net Promoter Approach Program (NPA), we contact customers who have had an interaction with CS touch points on the previous day. From this, we use their critical feedback to make improvements, adjust processes, and drive customer loyalty.
- Insanely Customer-Centric Culture: putting customers at the heart of everything we do. Proactive listing to the voice of customers via NPA tool. We conduct ICCC meetings every month led by the country manager to ensure proper actions are taken to meet customer expectations and find room for continuous development.
- ACS – Auto Customer Survey – Along with NPA, ACS auto sending customer surveys through email or phone to measure interaction quality with specific criteria.
RPA:
- Gema Extraction: Automate the process of extracting request description from GEMA and filter key areas (Issue, Who caused, Root Cause). Reduce the time consumption during RCA by an average of 181 minutes (3hrs) per month for manual tasks.
- MCT (Copy Paste to GEMA: Reduce handling time. Improve efficiency & productivity
- Document on Demand: Auto search, download and send required paperwork to customers. Minimize manual handling to reduce handling time and improve throughput.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the department's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 240 words used.
The highly committed team finds opportunity in difficulty and delivers great service quality resulting in high service level performance. Despite the complication caused by Covid-19 pandemic, 100% of staff working from home, and a massive volume from May 2021. The average performance from Jul 2020 to Aug 2022 is consistently exceeding targets:
- Grade of Service within 10 sec: 94.8% vs. Target 90%
- Abandoned Call Rate after 10 sec: 0.6% vs. Target 1%
- Traces Resolution within 3 Days: 86% vs. Target 70%
- Claims Resolution within 10 Days: 100% vs. Target 80%
- Complaints Resolution within 5 Days: 100% vs. Target 75%
- % Up-selling: 78.7% vs. average target 3 year 46.2%
- Contact Centre Quality: 95% vs. Target 90%
- Customer Care / KAD Quality: 95% vs. Target 90%
- Remote Booking Quality: 95% vs. Target 90%
- On-time customer call back: 99% vs. Target 90%
- On-time network response: 100% vs. Target 75%.
High performance comes with an engaged team and satisfied customers:
- Employee Opinion Survey 2021 Active leadership at 95 and Employee Engagement at 97 points
- Operational Efficiency: maintained in the TOP 5 within APEC from Jul2020 to Aug2022, avg. 51.5 vs. 38.6_APEC
- Overall ICCC result in Q.2 2022 is at 79 and is 6 points ahead of our competitor.
- DHL Express Vietnam is recognized as 1st Best Place to work in Asia and Vietnam in 2021
- Won 27 Stevie’s Awards in 2020, 2021, and 2022 with 6 Gold Awards.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Total 244 words used.
Immersed to DHL Focus 2025, brought it to action down to staff level to foster consistent and high performance:
Elevating Motivated People to provide best-in-class service quality:
- Training and Development: YTD Aug 2022, conducted 176 courses with 1283 hours to all levels. There are 16 internal CS promotions from Jul_2020.
- Engaging activity: average of 14 activities yearly. YTD_Aug 2022, completed 14 events, +40% vs. SPLY to boost our team spirit after a long time apart during covid-19.
- Recognition: Since July_2020, recognized 31/46 employees: 54 EOM, 12 EOQ, and 2 company EOY.
- Deployed 3 RPAs to automate processes and improve productivity.
Great service quality reinforces Customer loyalty:
- Anticipate customer needs and take proactive action: Deployed ACS – Auto customer Survey along with NPA and conduct ICCC meetings monthly with Management Board for continuous improvement.
- Striving towards eliminating customer efforts: adopted new technologies for self-service: Digital Chatbot, and Remote booking Self Service.
Contributing to Profitable network as a revenue generation unit.
- CS Vietnam is number 1 in upselling within APEC. Monthly, our contact center provided about 1070 potential customers
- YTD_Aug 2022 Vietnam CS Department is one of top performer in APEC.
- 97% calls answered within 10 seconds vs. 94%_APEC
- 0.3% abandoned call after 10 sec vs 0.4_APEC
- 100% Claims resolved within 10 days vs 91%_APEC
- 100% Complaints resolved within 5 days vs 96%_APEC
- % Up-selling YTD_Aug 2022: 91.9% vs. 38.4%_APEC
- Average Sale Lead per Staff YTD_Aug 2022: 42.8 vs 23.1_APEC
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 197 words used.
Customer Service has always played a key role in our DHL Express FOCUS strategy – powered by our people who put customers at the heart of everything we do. This means delivering best-in-class customer experience with Passion and a Can Do attitude, ensuring our customer promise is delivered Right First Time and Speed.
Immersed in our Insanely Customer Centric Culture (ICCC), we commit ourselves to be KPH – Knowledgeable, Polite, and Helpful – in every customer interaction, which keeps us ahead of our competition.
Over the past decade, Customer Service has grown from strength to strength, and we pride ourselves on the accelerated transformation to continue delivering excellence in a digital world. From building a solid foundation for revolutionizing how we connect with our customers to automating how our people work, our focus has always been clear – it is our People who drive Growth and Quality (P=GQ).
Despite the uncertainty during Covid-19 pandemic over last two years, we have been showing our extraordinary competency to overcome the predicament and achieve beyond the target. We are recognized 27 times in three years 2020, 2021, and 2022 by Stevie’s Award with 6 Golds, 14 Silvers, and 7 Bronzes.
| Attachments/Videos/Links: |
|---|
|
