DHL Express Brazil - 2017, The resilience year!
Company: DHL Express Brazil LTDA
Company Description: International express deliveries; and other customized logistic services. With a global network in over 220 countries and territories across the globe,DHL is the most international company in the world and can offer solutions for an almost infinite number of logistics needs.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Other Service Industries
Nomination Title: 2017, The resilience year!
Tell the story about what this nominated contact center achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Customer Service in Brazil had a fantastic year even with oureconomy resection. Going against allexpectations, we are proud to demonstrate our achievements in 2017 and what we did to hit the target.
Customer Service works aligned to our DHL Focus: Motivated People, Excellence Service, Customer Loyalty and Profitable Network. We are convinced that it always helped us continue our success story.
The Corporate Board decided to introduce a new Strategy: “Focus, Connect and Grow” - after intense discussions within the top management community and with other stakeholders. The conclusion was clear: There are many opportunities we can seize.
DHL Brazil had a great part of this job. We searched for all opportunities available to do business within the country even with internal crisis. Rock in Rio, for example, was a great challenge, and we rocked it! With DHL's innovative activation at the world's largest music festival, we delivered around 290.000 tickets door to door. Customer Service was essential to this challenge! We provided one exclusive Senior Key Account Advisor with an Assistant to monitor all shipments in real time to ensure all actions are taken to guarantee deliveries on time with high quality service. Customer had a pleasant experience with our commitment to excellence. Needless to say, Rock in Rio was a successful event!
In 2017 Customer Service also was challenged to increase Upselling and Sales Leads numbers due to good results achieved in the previous year. Our targets were increased to: Upselling 56,8% (target was 33%) and Sales Lead to 20 per FTe. (target was 10 per FTe.) A big challenge! So, we launched a Campaign called “Fazendo Chover Volume” on a free translation that means “Making rainfall of New Customer” where Advisors got points to be credited on “Best Pontos” website for every Lead they presented on system. This campaign involved us all and our number increased a lot!
Besides money credited on system, we had extra prizes for the 3 first best Advisors. Performance Dialogues were conducted by leaders to show them day by day results. We overcame target every month and closed 2017 with following numbers: Upselling: 69,88% (target was 56,8%) and Sales Lead: 27,01 per FTe. (target was 20 per FTe). Very successful campaign with great numbers!
Customer Service Brazil contributed along 2017 with revenue regarding Sales Leads with R$ 728.565,00 (around US$ 227.676,00).
We are also exceedingly glad with results of our yearly EOS – Employee Opinion Survey which demonstrates we are achiving our empolyee's expectation.
Let us mention some results: In the point “Focus on customer and quality” we reached 95% (increase of 5% compared to last year); in the point “Active leadership” we reached 97% (increase of 9% compared to last year); in the point “Communication” we reached 91% (increase of 9% compared to last year); in the point “Teamwork” we reached 92% (increase of 9% compared to last year) just to name a few.
Another satisfactory result that we can highlight in Customer Service is the promotion of several CS employees, including three supervisors and created 2 management positions in only one year.
Customer Service Brazil is very proud to demonstrate our commitment to innovation and differentiation continuously, always with engaged people working with open communication and respect. Goods results come naturally following these principles.