Company: DHL Express El Salvador SA de CV
Company Description: DHL was founded in 1969 by Adrian Dalsey, Larry Hillblom and Robert Lynn founded in San FRancisco CA, Today, DHL is the world’s leading logistics company. Our 400,000 people in over 220 countries and territories work every day to help you cross borders, reach new markets and grow your business. Or simply send a letter to your loved ones. In El Salvador it has been a leader in the country since 86s
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: Customer Experience Management Solution - New or New Version
 Nomination Title: Net Promore Score Customs over 70 "El Salvador"
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, 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.
(9+) Article: ¡Nuevo podcast! Experiencia del cliente aduanero (CCX) - SmartConnect!
Listen to a podcast from our Regional Managers and our General Manager talking about these achievements and customer experience
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
DHL has always had a high focus on listening to the voice of the customer, having first-hand their comments to act on them and improve our processes, it was so as in early 2023, the iccc+ program was relaunched, where using new tools we could collect data from the first interaccion with DHL, such as asking for a quote until finalizing processes when delivering your shipments, and tools that allow us to better analyze these comments
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 347 words used.
We are taking ICCC’s Culture to the next level, with a total focus on the customer, implementing new tools, technology, and training for our teams.
-A more standardized approach to capture customer feedback across all channels of engagement with our company.
-Much more user-friendly tool for tracking and analyzing the voice of the client
-Further strengthened the cross-functional approach and prioritization of initiatives throughout the customer journey with DHL.
-Most importantly, what have we done with that feedback from customers?.
-New customer journey map with 9 steps.
-Our previous customer journey map was more focused from the process perspective “internal rules” (GSOP), now on reflecting how the customer sees and perceives it.
-Much clearer and defined approach to the start and end point of each step.
-Focused on the rapid identification of our main opportunities for the customer.
-Designed to have a cross-functional perspective of the process."
-Within the service offered by DHL, where the customer’s need occurs with us.
-How does match the customer’s need with what we offer?"
-New moments of truth focused on validating specific transactions throughout the customer lifecycle with our service.
-25 globally standardized moments of truth.
-Entering into transactions allows us to identify the main opportunities for improvement in our processes, according to how, when and where the customer lives."
What did we do with this information? , we generate work teams by department to analyze this data, determine the root cause, take it to management meetings, expose our opportunities and put together plans for immediate action and improvement, following up on those plans, holding cross-functional meetings and working as a team to review and improve our processes, giving visibility and monitoring these results to ensure the consistency of these, improving internal processes, especially processes that allow us to release the shipments from Customs on the same day they arrive in the country, when the normal time was 3-4 days skillful, seeking to improve the customer experience, what has allowed us to see a significant improvement in the ratings that customers are giving us on the different communication channels.
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 333 words used.
We have just had an average net promoter score of 62% in 2022 with all the work done in 2023, we increased 11 points, achieving 73% and we have achieved an average score of 80%, rising 7 points more. previously our release times of shipments that remained retained by Customs was 4.1 days in 2022, in 2023 we managed to reduce this time to 2.8 days and in what goes from 2024 we have 2.4 days. Increasing our revenue from 2.3 million in 2022 to 3.4 million in 2024, investing in new tools that allow us to facilitate internal processes for rapid customs clearance.
The motivation of our teams, who worked under heavy supervision, for the workload and reprocessing due to lack of tools, we have seen a huge improvement in internal surveys of our employees who have gone from giving an overall rating of 69% to 92% on how they feel working in the company, working this issue holisticamente focusing on improvement for our customers but also always thinking about our teams.
Analysis of different work positions and volumes was done to make sure we have the right staff for each process, making schedule adjustments, re-training our people in the different new tools.
improving and automating proactive communication with customers, to give them visibility before shipments arrive in the country.
Implementing 12 new tools that allowed us to achieve speed in the release.
some of them for internal use, others to give visibility to the customer and also facilitate processes so that you can pay taxes from your mobile or computer to customs, without having to make other types of movements, Another of our tools allows you to provide additional information that Customs may request, in the same way from your mobile phone. investing in new tools that facilitate communication with our customer service advisors not only by phone but also via chat or email, trying to simplify the lives of our customers and becoming strategic partners.
- 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 75 words used.
we are attaching a presentation made in all countries of Central and South America, where the best practices were shared, after hearing the voice of customers, where there have been significant improvements in terms of service and consequently in profits for the company, always putting at the center of what we do to our customers and looking day by day with teamwork, We have achieved these numbers, and will continue to work on continuous improvement.
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