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: Front-Line Customer Service Team of the Year - All Other Industries
 Nomination Title: Connecting People, Improving Lives
- 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 174 words used.
In 1988, DHL Express established itself as the pioneering international express service in Vietnam. Our Customer Service (CS) Team is essential, serving as the initial point of contact for customer inquiries, bookings, tracking, tracing, claims, and complaints. We remain at the forefront of innovation and excellence, having been re-certified as a Centre of Excellence (COE) in October 2019. Additionally, since 2015, we have garnered 65 external awards, including an impressive 52 Stevie Awards, recognizing our outstanding service. Additionally, we have been recognized as APeC Excellence in Customer Service in 2021 & 2023 and have consistently maintained an Employee Opinion Survey (EOS) score above 99% yearly.
During the economic downturn from 2022 to 2024, customer expectations have evolved significantly. Customers are now placing a higher priority on cost-efficiency, reliability, and transparency in services. They seek value for their money and expect timely and accurate information regarding their shipments. As a result, our focus remains on delivering exceptional service, maintaining high standards of communication, and continuously finding innovative solutions to meet and exceed these heightened expectations.
- 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.
The Customer Service team, driven by dedicated professionals, delivered outstanding service and built customer trust. From Jul2022 to Aug2024, we consistently exceeded performance targets, maintaining zero daily red metrics.
- Answered 95% of calls within 10 seconds (target_90%).
- Minimized call abandonment to 0.5% after 10 seconds (target_1.5%).
- Achieved 97% upselling (3-year target_77%).
- Provided an average of 1,028 sales leads monthly with a 21% qualification rate.
- Responded to 100% of emails within 8 working hours (target_90%).
- Responded to 99% of chats within 60 seconds (target_90%).
- Maintained 0% chat abandonment after 60 seconds (target_1.5%).
- Achieved 96% Customer Experience Quality (target_90%).
- Achieved 94% Business Process Quality (target_90%).
Delivering consistently high-quality service is the foundation of a successful business. It underpins customer satisfaction, team involvement, and international acclaim.
- ICCC Index Q2_2024 is at 79 and 4 points ahead competitors.
- Aug2024 NPS score improved 8.9% to 76.1% from 67.2% on the first month of ICCC+.
- Customers mentioned "People - Customer Service Advisor" and "Support - Overall" as their top sources of satisfaction.
- Received 48 official compliments via DHL communication channels
- EOS survey 2024 Employee engagement at 100% and active leadership 99%
- DHL Express Vietnam was recognized as the Top 1 Great Place to Work in Vietnam in the 7th year.
- Employee retention rate is at 93.9%, + 14.2% vs YTD Aug 2022, and continuously improved yearly since 2022.
- Won 19 Stevie’s Award with 10 golds, 8 Silvers, and 1 Bronze from 2022 – 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 160 words used.
- ICCC+/Medallia: omnichannel survey opportunities such as Email, SMS and Digital. Connecting with the value we are creating for customers, bringing cross-functional teams together working on the feedback deployed on Oct 2023.
- ICCC: Insanely Customer Centric Culture
- KPH: Knowledgable, Polite, Helpful
- GenAI: GenAI is an advanced AI assistant for DHL Group employees, powered by the GPT-4 Omni model. It provides accurate, publicly available information to support various job-related queries, enhancing productivity and streamlining workflows. Whether for general knowledge or specific work-related questions, GenAI is here to assist efficiently.
- Remote Booking Automation: Remote Booking Automation
- Remote Booking Automation in MyDHL+ and CSV lets customers self-service their remote booking requests. Shippers can schedule pick-ups, prepare labels, and manage bookings (confirm, modify, or cancel) online, offering greater convenience and flexibility.
- CS Chat Analytics Tool: enhances customer service by leveraging real-time data insights from chat interactions. It captures and analyzes chat data, providing actionable insights to improve customer experiences, optimize operations, and boost employee performance.
- 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.
During 2022-2024 economic downturn, we thrived with no-layoff, focusing on sustainable growth, productivity, and customer-centric. Our strategic efforts ensured stability and outstanding performance. Prioritizing our dedicated staff, we maintained exceptional service quality and positively impacted customers, effectively navigating tough economic conditions. Since Jul2022:
- Conducted 150 courses, 2407 training hours for all levels.
- Recognized 127 awards for 36/54 employees (54_EOM, 18_EOQ,18_Full-year awards, 9_Long Service, and 28_Stars for customer satisfaction)
- Granted 45 promotions
- Engagement activities: YTD_2024, completed 12 activities, increased 33% vs SPLY.
- Conducted 19 initiatives/6RPAs improving productivity or reducing cost and 36 programs to enhance knowledge and skills.
Motivated People Striving for Loyalty Customer:
- Launched Track and Trace CX Project in Jan2023, deep-diving into 100% customer feedback, increasing NPS to 79% from 73% in Q4_2022 and 71% in 2022.
- Identified root causes and implemented 11 CX workshops, programs, and campaigns in 2024 to foster exceptional customer service.
- YTD_Aug2024 booking touchpoints NPS is 83% (+22%), and general inquiry touchpoints peaked at 100% in multiple months, consistently performing above 80% since Oct2023.
Contributing to a Profitable Network.
- Top1 APeC in upselling, with an average of 1028 sales leads/month.
- Won APeC_CS/Commercial Revenue Generation Campaign –Non_Account Converter Q2&4_2023 and Q1&2_2024.
YTD_Aug2024, Vietnam Contact Center excels in APEC.
- 93% calls answered in 10 seconds (Apec_90%)
- 0.3% calls abandoned after 10 seconds (Apec_0.6%)
- 137% Upselling (APeC_45.9%)
- 70% customer request resolved in first call (APeC_52.3%)
- 27% Qualified Suspect-to-prospect conversion (APeC_20%)
- Gold Award for 2023 APeC Excellence
- Operational Efficiency at 43.3 (APeC_35.3, Top_5)
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