DHL Express Brazil - Customer Service Department of the Year

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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.DHL Express is part of the world's leading postal and logistics group, Deutsche Post DHL.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation

Nomination Title: DHL Express Brazil LTDA

Tell the story about what this nominated department achieved since the beginning of July 2015 (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:

The year 2015 was an excellent year to DHL once we were guided by ABC strategy (Volume Growth, Quality and Loyalty) where we achieved excellent results in Customer Service, supporting a DHL vision: From good to Great. And how could we make 2016 even better than 2015? This was our great challenge, which we received with a lot of motivation and commitment.

For another brilliant year, whose focus was Delivering Results, we worked within the principles of innovation, development of our talents and quality.

We started with the implementation of the Work Force Planning and Quality Monitoring tools, where we were able to manage the floor in a much more effective and innovative way. The visibility for both Managers and Agents in real time monitoring with voice and screens, added great value to the excellent quality we search, supporting our pillar to keep our customer’s loyalty.

Innovation was also presented in the results pursuit. Covering all Customer Service teams across multiple Campaigns with fun, motivation and competition, our numbers have been leveraged and we delivered the best results in our history! Comparing with last year, for example, Upselling +22.1 points (actuals 54.1%), Sales Leads +5 points (actuals 19.6), Claims Resolution +4 (97%), Complaint Resolution +2 (96 %).

In a year of international events in Brazil, such as Tomorrowland and Olympic Games, we are very proud to be part of this success, guaranteeing 100% of customer satisfaction.

Our Customer Service was responsible for monitoring approximately 35,000 shipments linked to these events. It was a busy year starting with preparation, training and execution, which involved all areas, always working “As One” to ensure deliveries were made.
Even without an increase in the number of staff to meet this special demand, we were able to maintain the motivation and commitment of our teams. The pride of the CSAs in being part of major events in some way, was the fuel that ensured the total success of our operations.

Our WFM team ensured that the necessary resources would be allocated in the most appropriate way to ensure the quality we deliver to our regular Customers were not affected.

Training and Quality Team supported the drafting of flows and were available to ensure that everything was working as well as possible. Any necessary adjustment was an opportunity for this team to act quickly so that the operation would not be impaired.

The tranquility and confidence our clients needed at that time was naturally guaranteed by our Frontline International Specialists, who created an emotional connection, managed to deal with anxiety and with 12% increase in call volumes. In addition, we also supported Backline team by delivering solutions and procedural changes requested by our Customers.

In our backoffice the mood was ecstatic when we were able to complete 99% of deliveries on time. It was a great celebration with the result of effective proactive monitoring with agility in taking actions and with a positive and "Can Do" attitude. Our brand was strengthened with positive posts in Social Media and recognition of our clients.

The leaders of Customer Service Brazil played a key role in getting us to the end of 2016 with a sense of mission accomplished. They were responsible for supporting each of our people when necessary, for extracting the best each could give, for developing our team through honest and effective feedbacks.

Excellent memories will take us from 2016. Having been a year focused on results, it was so gratifying to see that through motivation, engagement and teamwork, our people managed to deliver the best year of all and to be a reference country within the company and also in the market. Those Recognitions, through the conquest of external awards, have provided this success.

The pride of having guaranteed excellence in Customer Service "As One, motivates us to always seek to positively surprise our customers and places us as a strategic department of DHL.