Company: DHL Express Kuwait
Company Description: DHL Express Kuwait stands as a cornerstone of Kuwait's logistics landscape, offering top-tier courier and logistics solutions that connect people, businesses, and markets across the globe. As part of the esteemed DHL Group, we benefit from an expansive global network spanning more than 220 countries and territories. DHL Kuwait has 350 employees currently.
Nomination Category: Technology Categories
Nomination Sub Category: Award for Innovation in Technology Development - Other Service Industries
 Nomination Title: Customer Connect
- Provide an essay of up to 625 words describing the nominee's innovative achievements since July 1 2022:
Total 429 words used.
Background:
From January 2023 to September 2023, DHL Kuwait encountered significant challenges in customer integrations, resulting in only 69 total integrations during this period. Technical support delays at the customer’s end contributed to this low performance, with only 39% of successful integrations leading to actual shipments. This situation highlighted the need for enhanced technological solution and support to improve integration success rates, revenue results.
Target:
The objective was to achieve a 20% increase in total customer integrations, live shipments and a 25% increase in revenue in the first half of 2024 compared to the performance recorded in Q1 and Q2 of 2023. This target aimed to optimize the integration process using technological enhancements, scale up customer satisfaction, and improve overall business continuity.
Key Technologies:
DHL Kuwait leveraged three key technologies to address customer needs:
- DHL Express Commerce (DEC) Platform: Designed for SMEs, this platform facilitates seamless integrations with various e-commerce systems, providing advanced functionalities to enhance user experience and streamline operations.
- MyDHL API Integrations: Aimed at major B2B customers, this API solution simplifies shipping processes, offering advanced real-time integration capabilities to improve efficiency.
- Chatbot: Implemented to offer immediate assistance and support, providing customers with quick responses to common queries and facilitating smoother interactions.
Solutions Implemented:
- Technological Innovation:
The DEC, MyDHL+, and chatbot platforms were utilized to optimize the customer integration experience, allowing for smoother operations and better customer engagement.
- Strengthened Communication:
Regular stakeholder meetings (Sales, Customer, IT) were established to ensure alignment and resolve any technical issues promptly.
- Dedicated Support Channels:
New communication channels (email, chatbot, phone) were created for rapid resolution of customer support queries.
- Enhanced Technical Support:
- Proactive technical assistance was provided throughout the integration process to minimize delays.
- Comprehensive technical guides and documentation were made available to customers.
Results (YTD September 2024):
- Total Integrations: 94
- Live Customers: 35
- Conversion Rate: 37%
- Revenue from Integration-Based Shipments: €215,529
- Shipments: 12,829
Key Achievements (Jan-Sept 2024):
- 36% increase in integrations from 69 in Jan-Sept 2023 to 94 in Jan-Sept 2024.
- 30% increase in Go Live with shipment from 27 customers in Jan-Sept 2023 to 35 customers in Jan-Sept 2024.
- 261% growth in shipments via integration from 3,554 in Jan-Sept 2023 to 12,829 in Jan-Sept 2024.
- 94% growth in revenue from shipments on integration from €111,144 in Jan-Sept 2023 to €215,529 in Jan-Sept 2024.
Year-to-Date (YTD) Comparison (YTD Sept 2023 vs. YTD Sept 2024):
|
Metric
|
YTD Sept 2023
|
YTD Sept 2024
|
Growth
|
|
Total Integrations
|
69
|
94
|
36%
|
|
Live Customers
|
27
|
35
|
30%
|
|
Revenue (EUR)
|
€111,144
|
€215,529
|
94%
|
|
Shipments
|
3,554
|
12,829
|
261%
|
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