DHL Express Oman - Innovation in Technology Management, Planning & Implementation

Company: DHL Worldwide Express & Company LLC, Muscat
Company Description: DHL is part of the world’s leading postal and logistics company DPDHL Group and present in over 220 countries, making it the most international company in the world.With a workforce exceeding 350,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL Express has been the recipient of numerous awards for World's Best Workplaces & Best Employer.
Nomination Category: Technology Categories
Nomination Sub Category: Award for Innovation in Technology Management, Planning & Implementation - All Other Industries

Nomination Title: DHL Express Oman - ESS & IT Team - Nomination for Innovation in Technology Management, Planning & Implementation

Provide an essay of up to 625 words describing the nominee's innovative achievements since July 1 2018:

With the spirit of a Can Do! Attitude, DHLE Oman ESS/IT Team has worked to Continuously Improving customer’s satisfaction & exceeding expectations.

DHL’s Electronic Shipping Solution (ESS) has been a major component to Global Focus strategy of Digitization drive to improve efficiency and accuracy while reducing cost.

ESS team provides support directly to 96% of Account Customers, generating 99% eShipments (electronic bookings) which no other courier company has ever achieved in Oman.

The Shipping Solutions themselves are web based, easy to use, highly functional and very secure. However, the goal of moving customers away from traditional airwaybills (filled out by hand or pre-printed) in a country, to say the least, a major challenge.

The Business objective of migrating a huge user base and “switching off” the existing practice of pre-printed airwaybill, made it clear, would require great deal of efforts, determination and focus. To start, the ESS team of two, established 7 day per week 24 hour per day hotline to ensure customers could access support anytime without exception. The team conducted training sessions both on customer premises’ and over the telephone. Thousands of visits and telephone training sessions were made. For the resisting customers, ESS team conducted joint visits with the sales team. In some extreme cases, the ESS team members would visit the same customer every day to process shipments with them until the customer was comfortable with the system. The level of dedication resulted in the ESS Team achieving a conversion rate of 99% shipments. This was the highest percentage of customers converted to DHL’s Electronic Shipping Tool in the Middle East and North Africa Area and one of the highest in the world.

The Oman ESS Team was recognized with Awards & Recognition

-2014 Outstanding Performance improved eAccounts (by31%)
Award from Senior VP – CIO(APEM Region) Jimmy Yeoh

-2014 Pre-Printed Airwaybill Removal (1st inME& North Africa Region)
Award from CIO (MENA) Charbel Achkar & CEO (MENA) Nour Suliman

-2016 Oman Tech Awards, Bronze Award for eCommerce category
Award received from Information Technology Authority (ITA), Government Of Oman

-2018 IT Excellence Award, MENA (ESS combined scores one of the major driver)
Recognition from CIO(MENA) Charbel Achkar

Apart from above Team achievements, our team member have also received Employee of the year award in 2015 and Employee of the month Awards.

Not only has the team converted 96% of our customers to the electronic shipping tool but also have succeeded in assisting a number of e-commerce customers in integrating DHL shipping tools into their web sites and cementing DHL’s leadership position in this market segment. More than 10 major customers in Oman has been successfully migrated and using our Integration services.

The result of this years of effort has resulted in greater Data Quality, airwaybill accuracy, which reduces transit time and possible service failures. Greater courier efficiency as they no longer spend time completing manual airwaybills. Improved Customer Service efficiency as customers using the electronic tools do not have to place a call to the Call Center, greatly reducing the number of calls handled per day. Most importantly the tool has also made the life of our customers simpler as ESS enables them to process their shipping documents faster and easier while maintaining a record of all their shipping activity. The program was one of the company’s most successful in terms of implementation and impact and it was made possible by a highly motivated, and dedicated team…of TWO.

Not only did the DHL Oman ESS/IT team manage to achieve maximum targets on core ESS Kpi’s but also worked as an enabler and helped cross-functional to improve their Kpi’s , supporting business brick walling customer and gaining more business.