DHL WORLDWIDE EXPRESS UAE - Achievement in Finance
Company: DHL WORLDWIDE EXPRESS
Company Description: DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 380,000 employees in more than 220 countries.
Nomination Category: Achievement Categories
Nomination Sub Category: Innovative Achievement in Finance
Nomination Title: Insanely Customer Centric Finance Achievements
It is the insanely customer centric culture and mindset of DHL UAE Customer Accounting team together with a well-crafted Collections Treatment Plan that has resulted into an unprecedented success story.
What also helped along was the team embracing and living the culture and mindset in placing the customer at the center of everything together with a clear emphasis on right first time behavior, positive approach wherein all disputes are converted into opportunities to build stronger relationships with our customers.
It all started in 2018 when we brainstormed as a team and identified the major factors of customers’ payment delays, legacy processes and the customer behavior. Once the house was brought in order, the next focus was on equipping the team with adequate tools and knowledge through trainings.
Connect to Collect
Class room training consisting all cross functional products and services designed and delivered by the functional experts scheduled throughout the year, which aimed at providing an expertise to credit collection team boosting their confidence with an improved product & service knowledge while dealing with customers.
KPH (Knowledge, Polite, Helpful)
Improved the soft skills of the team by training them on KPH culture & mindset transforming their approach while dealing with the customer be it payment follow up, a query resolution or providing with a solution.
My Bill
Implemented Global tool viz., My Bill which aimed at easing customer’s effort in obtaining critical information viz., DHL invoices, and relevant paperwork on their fingertips, just a click away. The tool allows the customers with a 24x7 access to critical information such as tariff, invoices, duty paper work on the portal with a download option.
MCT - Mail clearing tool
Implemented Global tool viz., MCT in order to professionally manage the customer emails by classifying the incoming emails by set categories and assigning it to the respective channels, query handlers thereby facilitating a faster response and action. Assigned two staff on this project with a clear focus on reducing the overall turnaround time & enhancing the customer experience.
Performance Dialogue
At the start of each day, the team managers have a dialogue with the team analyzing the previous day performance, the drivers, the challenges, the need for assistance, plan for the day and of course, mood of the team. This has impacted positively on the overall Active Leadership of the team management.
Performance Monitoring
Developed a daily dash board of the customer experience touchpoints, the collection progression, made available to the staff every morning before resumption of the day’s work providing them with the visibility of MTD performance against target.
NPS (Net Promoter Score)
Close monitoring of billing touchpoints by a senior member of the team & ensuring the second calls to the detractors or neutral customers by the Credit Managers has positively impacted the overall NPS performance.
Employee engagement
Weekend engagement activities before the office close aimed at providing feeling of freshness, undoing weeklong work pressure if any, has worked wonders. During COVID lockdowns & WFH scenario, ensured to continue the same virtually. Introduction of Finance Week by DHL Finance team made a big impact at Global level for truly living the “Fun at Work” culture.
All these initiatives and innovations lead to:
100% E-Billing percentage
DSO Improvement from 36.9 days (2018) to 26 days (2020)
Massive improvement in Duty collections
Aged debts improved from 8% (2018) to 4% (2020)
Credit Notes reduced by 30%
Days Query outstanding (DQO) down from 1.4 days in 2018 to 0.3 days in 2020
NPS Score improved from 36% (2018) to 83% (2020)
The ultimate result - increase in the collection percentage from 82% (2018) to 96% (2020), a performance never seen. A highly motivated team with clear vision about the purpose and goal could only achieve this.