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DHL Express Sub Saharan Africa - Facebook

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: DHL Express Sub Saharan Africa
Company Division/Group: DHL SSA Regional Services
Company Description: DHL Express is a leading International express and logistics company, serving more than 220 countries and territories. DHL Express Sub-Saharan Africa covers 54 countries, with over 3500 employees, over 250 facilities, five regional hubs, and 14 dedicated DHL aircraft.Founded in San Francisco in 1969 by three budding entrepreneurs - Adrian Dalsey, Larry Hillblom and Robert Lyn.
Nomination Category: Website Specialty Categories
Nomination Sub Category: Best Facebook Fanpage or Group

Nomination Title: DHL Africa on Facebook

How often is this Facebook fanpage or group updated? The DHL Africa Facebook page is managed and updated throughout the day, every day. 3 posts per day and messaging/queries monitored all day.

Briefly describe this entry’s communications objectives and how it met those objectives (up to 200 words):

DHL Africa Facebook page objectives:

- Maintain a centralised social media presence for DHL in Africa
- Drive brand awareness & engagement
- Additional channel for customer service engagement
- Promote DHL sponsorships and initiatives

Our content strategy revolves around the following key messages:

- Excellence. Simply Delivered. (focus on quality and world-class service offering)
- Nobody Knows Africa Like We Do (we are the only express logistics company to present in every country in Africa –

#DHLDelivers (demonstrating our world-class logistics capability) and covers the following content pillars:

- Business
- Travel (in Africa)
- DHL Brand
- Sport (focus on sponsorships)

Results for 2016:

-Fans: 46% increase in one year (with half the advertising budget of the previous year) - ended 2016 on 956 342 fans
-Total interactions: 90% increase (over 4.2million interactions in 2016)
-Page impressions: 136% increase (over 90million page impressions in 2016)
-Fanbase mirrors our key markets in Africa (see supporting document)

We also have a best in class feature where all customer queries/complaints are treated as Straight to the Top - an internal DHL Customer Service process and dedicated channel where queries are logged and attended to by a Senior Management Team member.

List the appropriate creative and production credits for this entry:

Have You Heard - Social Media Agency
Headline Design - Design
Call Sign Vector - Video production on sponsorship content