Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation - All Other Industries
 Nomination Title: Defying Challenges, Driving Growth - DHL Express Vietnam 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
- 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.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 196 words used.
DHL Express Vietnam Customer Care (CC) Team is a highly skilled group dedicated to providing prompt solutions to any service breakdowns that may arise for customers and other DHL stations.
Over the years, we have faced numerous challenges, particularly as the global economy weakened and consumer demand fluctuated. Despite these hurdles, CC Team's workload increased significantly, handling 33% more tasks—from 69,930_YTDAug2020 to 93,085_YTDAug2024.
During this period, customer expectations and the complexity of their requests also rose. This was reflected in the initial drop in Net Promoter Score (NPS) from 80.0% in the first month of deploying ICCC+/Medallia to 55.6% in the 2nd month for customer journey "I get supported for a question or problem." However, we demonstrated exceptional service recovery skills, resulting in a remarkable turnaround. By Aug2024, NPS had significantly improved to 87.3%.
Our team's excellence has been consistently recognized, earning three consecutive Gold Stevie Awards for Back-Office Customer Service Team of the Year (2021-2023) and six Customer Service Team of the Year – Recovery Situation awards from 2018-2024. Our resilience and commitment to customer satisfaction have solidified our reputation as a top-performing service team within DHL Express Vietnam.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 219 words used.
Despite these challenges, our CC Team worked diligently to provide swift resolutions while maintaining exceptional standards from Jul 2022 to Aug 2024. Key achievements include:
- Resolved 87% of traces within 3 days (target: 70%).
- Resolved 100% of claims within 10 days (target: 80%).
- Resolved 100% of complaints within 5 days (target: 75%).
- Achieved 100% on-time customer callback & network response (target: 90%).
- Responded to 100% of emails (target: 90%).
- Ensured 100% of complaints raised to Top Management Team were responded to within 2 hours.
Our proactive service recovery efforts minimized exceptions and escalations:
- Trace Exception: Only 6% of requests took more than 5 working days to resolve, averaging 2,899 requests per month.
- Zero Complaint & Claim Exceptions, consistently maintaining no long pending cases and ensuring timely resolutions for all customers.
In DHL Express, service recovery is seen as a golden opportunity to delight customers. Our team's concentrated efforts to prioritize customer satisfaction have paid off:
- Through ICCC+/Medallia System, 74.5% customer rating satisfied for the journey "I get supported for a question or problem". Text Analytics in system revealed that "Customer Service Advisor" and "Overall Support Satisfaction" were key factors driving positive customer experiences.
- 65 official customer compliments and recognitions were given to specific CS Advisors for their exceptional support.
- Customer retention rate Aug2024 is 102% vs Jul2022
- 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 251 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
We maintained high performance during challenging times by streamlining processes, optimizing operations, and maximizing efficiency, resulting in exceptional outcomes:
Operational Improvements:
- Implemented checklists, case studies, and dedicated buddies to reduce long-aging requests, cutting traces closed after 10 days to 1.8% (50/month vs. 85 previously).
- Developed a semi-automated tool that reduced data management time for long aging traces by 24.2 hours per month.
Digitalization and Automation:
- Deployed Power Automate for reports, automated Complaint-Claim forms, and initiated 4 RPA projects, reducing manual work and enhancing productivity.
- Incorporated AI Tool into daily operation for faster, more accurate customer responses.
Empowering and Engaging Teams:
- Authorized team members to expedite case resolutions and adjust empowerment level to go the extra mile for customers.
- Fostered a customer-centric culture with regular team activities and CX workshops to enhance motivation and focus on the customer experience.
Proactive Customer Care:
- Enhance Customer Support Solutions by taking immediate attention when addressing NPS fluctuations trends and customer negative feedback.
- Provided frequent updates to customers until their issues were resolved, ensuring satisfaction and trust.
- Analyzed VOC via Medallia, claims, and complaints; raised pain points to the ICCC committee monthly for resolution.
These efforts led to outstanding performance, setting us apart from other APEC countries in YTDAug2024:
- 100% Claims resolution within 10 days vs. APEC_average of 97%
- 100% Complaint resolution within 5 days vs. APEC_average of 94%
- Gold Award for APeC Excellence in Customer Service in 2023
- ICCC tracker score of 79, which is 4 points ahead of competitors as of Q2_2024.
- 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 134 words used.
- Straight to the Top’ (STTT) is providing customers with the opportunity to contact Top Management Team directly from our website. Our Management Team committed any feedback that is replied to within one business day. In reality, we get in touch with the customer within 2 working hours and keep updated on progress until the issue is resolved
- ICCC+ Tools: A comprehensive platform that can gather customer feedback from various sources such as first calls, emails, SMS, digital and social media platforms. This will allow us to easily manage and monitor customer feedback across all 9 customer journeys. By gaining a deeper understanding of our customers' needs, preferences, and pain points, we can proactively stay ahead of the competition and deliver exceptional experiences.
- Program and initiatives are attached along as supporting materials for more detail
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