Company: DHL Express
Company Description: DHL is the world’s leading logistics company. Our 600,000 people in over 220 countries and territories work every day to help you cross borders, reach new markets and grow your business. DHL Group is home to two strong brands: DHL and Deutsche Post. Our international service portfolio includes mail and parcel, express, freight transport, supply chain management, and e-commerce logistics solutions.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - All Other Industries
 Nomination Title: DHL's Customer Care Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 199 words used.
The Customer Care Team has been an integral part of DHL Express, specializing in customer support and logistics optimization. The team has consistently demonstrated excellence in service delivery and operational efficiency. Over the years, the team has achieved several milestones, including earning the COE (Center of Excellence) Certification from the Global team, which is an internal audit recognition for outstanding performance.
Over the years, the team has maintained high standards across key performance indicators (KPIs). The average trace resolution within 3 days was 86.18% in 2021, which improved to 90.41% in 2023 and reached 90.61% in 2024. The team also consistently achieved a 98% resolution rate for complaints and a 99% resolution rate for claims. Additionally, they have maintained a high on-time callback rate of around 98.80% to fulfill their promises to customers. These achievements highlight the team's dedication to quality and customer satisfaction, setting a benchmark in the industry.
The Customer Relations Team within the Customer care Unit is highly skilled in efficiently handling and responding to escalated customer complaints. When a complaint is escalated directly to the top, it is a testament to the team's commitment to resolving customer issues promptly and effectively.
- 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):
Total 250 words used.
The employee engagement of the team has played a crucial role in motivating and driving high performance. Regular communication ensured that employees are well-informed, understand their roles and responsibilities, and have a clear understanding of the team's goals and objectives. Recognizing and appreciating the efforts and achievements of the team members by acknowledging their hard work, contributions, and accomplishments, the team reinforces a culture of recognition and rewards. This recognition not only boosts employee morale but also reinforces the connection between individual efforts and the team's overall success, driving high performance. This has resulted in High Employee engagement score of 98%. The team invests in the development and growth of its employees. By providing training, coaching, and opportunities for learning and advancement, the team shows a commitment to employee development. This investment in their professional growth not only enhances employee skills and capabilities but also demonstrates that the team values their long-term success and career progression. Team members are encouraged to take ownership of their work, make decisions, and contribute their ideas and suggestions. This empowerment fosters a sense of ownership, accountability, and pride in their work, leading to increased engagement and performance.
Collaborative environment not only enhances engagement but also creates a strong sense of camaraderie and teamwork. Overall, these achievements demonstrate the Customer Care Team's commitment to operational excellence, customer satisfaction, and employee engagement. Their ability to consistently meet or exceed performance targets sets them apart and reinforces DHL Express's position as a leader in the logistics industry.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the 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 submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 247 words used.
Since July 1, 2022, the Customer Care Team has achieved remarkable success across several KPIs, showcasing their dedication to excellence and continuous improvement. Notably, the team's trace resolution rate within 3 days increased from 88.75% in 2022 to an impressive 90.61% in 2024. This improvement reflects their enhanced efficiency and responsiveness to customer needs.
The team has significantly reduced trace exceptions from 3.47% in 2022 to just 1.68% in 2024, highlighting their meticulous attention to detail and proactive issue resolution. On-time callback to customers has remained consistently high, with a minor improvement from 98.80% in 2022 to 98.89% in 2024, demonstrating their unwavering commitment to customer communication and satisfaction.
Moreover, the team has maintained an exemplary network activity response rate, peaking at 99.90% in 2023 and sustaining a high level of 99.84% in 2024. This means, service issues requests received from different countries across DHL Network is reviewed and actioned quickly. The remote booking resolution rate has increased substantially from 87.83% in 2022 to 90.94% in 2024, indicating their adeptness at handling remote operations efficiently.
The team's dedication to quality is further underscored by their performance using the Multi-Channel Tool (MCT), which measures response rates for email communications. The team's MCT performance improved from 97.33% in 2022 to 99.60% in 2023, before settling at 98.43% in 2024. These achievements collectively highlight the team's exceptional performance and their pivotal role in driving DHL Express's success.
- 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 team's past performance (up to 250 words):
Total 232 words used.
The achievements listed here for the Customer Care Team at DHL Express are unique and significant for several reasons:
The team's ability to decrease trace exceptions rate from 3.47% in 2022 to 1.68% in 2024 is noteworthy. This indicates that they have successfully implemented measures to minimize errors and improve accuracy of trace process. It ensures that customers have reliable tracking information, leading to smoother operations and enhanced customer satisfaction.
On-time callback rate of 98.89% in 2024 demonstrates their commitment to promptly addressing customer inquiries and concerns. This level of responsiveness contributes to building trust and loyalty among customers. This consistency in high performance is rare and highlights their superiority in managing network activities compared to other players in the industry. The team's MCT performance, reaching 99.60% in 2023, is a clear indicator of their operational efficiency and ability to optimize processes for email communications.
Achieving a consistent 98% resolution rate for complaints and 99% resolution rate for claims showcases team's effectiveness in addressing customer concerns and resolving issues. This high level of resolution contributes to customer satisfaction and maintains DHL Express's reputation for excellent service.
The team's high employee engagement score of 98% and leadership score of 97% signify a positive and supportive work environment. These scores highlight the team's dedication, motivation, and strong leadership, which in turn contribute to their exceptional performance and customer service delivery.
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