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DHL Express Brazil - Customer Service Team of the Year


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

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 & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation - Other Service Industries

Nomination Title: Ain't no River Wide Enough for CS Brazil getting to Excellence

Tell the story about what this nominated team achieved since the beginning of July 2017 (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:

For 2018 plan, we considered that we would face political instability, with economic recession and no growth forecast to our business.

At the beginning of the year, it was expected that the customs strike, which began in September 2017, would have an end. However, in a year of election, we saw an intensification of the political crisis with an increase of corruption and unemployment, potentializing the economic insecurity.

Our Customer Service was directly impacted by the increase in volume of calls and complaints from customers, caused by customs and National Post Office’ strikes . In addition, an intense truck drivers riot and strike took place, which got major proportions to Brazilian citizens with lack of gas, transportation and food. It was prominent in the main international news, has shaken commerce and mobility throughout the country.

In this critical moment, our team, more than ever, remained engaged and mobilized to help each other, organizing carpools and walking groups to ensure 100% of our people were available at their workplace to assist our customers. In addition, we anticipated the closure of the call center to prevent our agents from facing possible riots and being safe at home, with their families, before nightfall.

In the opposite way of many industries in the country, our business continued to grow beyond expectations, supported by exports (taking advantage of the devaluation of our currency) and the growth of the e-commerce market. All of the mentioned factors resulted in a +20% in calls compared to last year's increase + more 600 new interactions in the new channel offered to customers – web chat. This situation could cause a major disruption in delivering excellence to our customer.

But what we experienced was a wave of passion and greatness, which aligned with a strategy to optimize the resources we had within the area, we continued to delight and surprise our customers, who have sent us positive feedbacks, confirming that we have exceeded their expectations

To keep the high levels of Customers’ Experience, we enabled new options of interactions in our call center, focusing in the speed up on implementation of CHAT, IVR and Social Media. The usage of these channels can be easily showed when we observe the continuous growth of interactions, which is already 10 times more than in the first month. It helped us to reduce calls and increase productivity and giving customers easier ways to get in touch with us.

This was definitely a year of many barriers and turbulences that could be used as excuses to offer a standard service but not for our people, not for us! It only strengthened us as a team, colleagues, partners in offering excellence. In the employee opinion survey, we reached out 97% in Active Leadership and increased in 4 points going to 91% in Team Engagement.

Our results are consistent and demonstrate focus on quality and cooperation with the company's business.

More prepared than ever and with the certain that we do have the right people, we are ready to follow our journey and face any challenges that are to come, after all, Ain't no River Wide Enough for CS Brazil getting to Excellence!