Company: DHL Express (Switzerland) Ltd.
Company Description: DHL Express a division of the German logistics company Deutsche Post DHL providing international express mail services.Deutsche Post is the world's largest logistics company operating around the world. DHL is a world market leader in sea and air mail with 275'000 employees.
Nomination Category: Achievement Categories
Nomination Sub Category: Achievement in Sales or Revenue Generation
 Nomination Title: First Contact, First Sellers
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2022, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated 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 providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 184 words used.
The Customer Service agents by DHL Switzerland Muttenz are the primary point of contact, our Frontline Agents plays an essential role in gaining new customers. The process that involves this responsibility is termed as “Sales Lead”.
A sales lead is business information with the potential to help our company to convert a suspect into a new customer or generating additional revenue from an existing one. A suspect is a company that, while not currently availing DHL Express services, has been identified as having potential business and could potentially become customers of DHL Express Switzerland.
In recent history, the "Track for Leads" campaign which began in Q4 2023 deserves special mention. It was a strategic response to a slight dip in "Sales Lead" generation noticed during Q1 of 2023. The campaign aimed at enhancing "Sales Lead" creation by leveraging tracking calls interaction as a fresh source of opportunity.
Q1 2022 (January-March): SL Suspect = Total 427 (No campaign in place)
Q1 2023 (January-March): SL Suspect = Total 341 (No campaign in place)
Q1 2024 (January-March): SL Suspect = Total 664 (Campaign initiated in Q4 2023)
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Our Customer Service team is the driving force behind our success, as they are the main point of contact for our valued customers. They play a vital role in acquiring new customers and expanding our revenue. This process, known as “Sales Lead”, is the key to our growth.
A "Sales Lead" is a valuable piece of business information that has the potential to convert a potential customer into a loyal customer or generate additional revenue from existing customers. We identify these potential customers, also known as “Suspects”, who have the potential to become new business for DHL Express.
Over the years, we have implemented various "Sales Campaigns" in collaboration with our Sales department to boost our customer acquisition and revenue. We carefully select the type of customers and product lines to target in each campaign. Once the targets are set, our Customer Services team takes charge of communicating the criteria, targets, and bonuses to our employees.
To motivate and reward our employees, we always accompany these “Sales Campaigns” with an incentive program. This not only boosts our “Sales Leads” but also enhances the sales skills of our team through training and fostering a sales culture.
One noteworthy campaign we have implemented in recent years is the "Track for Leads" campaign. This strategy leverages tracking calls as a new source of opportunity to increase "Sales Lead" creation. Thanks to this campaign, we have witnessed a remarkable 20% increase in our “Sales Leads” generation, with an impressive prospect-to-suspect conversion rate of 30%.
- If you are providing written answers for your submission, you must provide an answer to this third question: 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 organization's past performance (up to 250 words):
Total 249 words used.
Indeed, the achievements are unparalleled. Our Customer Service agents are continually evolving, stepping up as the "First Sellers".
As Frontline agents at DHL Express, they undertake a myriad of roles and responsibilities, such as:
1. Customer Interaction: They are the first touchpoint for customers, dispensing information, addressing inquiries, and resolving conflicts.
2. Order Processing: They are accountable for order entries, tracking shipments, and updating customers about their order status.
3. Problem Solving: They troubleshoot any challenges customers might face with their shipments and deliveries.
4. Sales Support: They contribute to sales activities by providing pertinent product or service details to prospective customers and generating “Sales Leads”.
The final task on our list is being elevated through the "Track for Leads" initiative that is not only reflecting positively in terms of numbers but it’s also serving as a beneficial opportunity for our agents in numerous ways e.g., boosting their sales skills, expanding their knowledge in areas like marketing and sales through regular trainings and coaching sessions.
“Sales Lead" flyers have been collaboratively developed with the Sales Department of DHL Express Switzerland and provided to the agents as a guide for interactions with potential customers. Our “Frontliner” are now better equipped to identify sales opportunities and offer accurate information or assistance for sales-related inquiries. This not only reinforces the image of Customer Service Muttenz in terms of quality and professionalism, but also, importantly from a business perspective, drives the growth, stability, and expansion of DHL Express Switzerland to unprecedented levels.
- You have the option to answer this final question: 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):
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