Company: DHL Express Ecuador, Quito
Company Description: DHL Express Ecuador, es la empresa líder en el mercado de logística en el Ecuador, con participación sobre el 70% del mercado nacional, fue fundada en 1982, cuenta con 200 empleados y cuatro oficinas principales.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - All Other Industries
 Nomination Title: An opportunity to Shine with our Customers
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 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 172 words used.
DHL Express was founded in the United States in 1969 and expanded its service worldwide by the late 1970s. The company delivers over 315 million Time Definite Shipments Annually, only in 2021 we can distribute more than 1800 million of covid 19 vaccinate. As DHL Express, we are proud to be in Ecuador for 40 years. Customer Service team had a great celebration.
There are 7 advisors and 4 key account advisors in the Customer Care team, and we are working every day to ensure a successful Service Recovery, that is powered by our people who put customers at the heart of everything we do. Our goal is accomplished with DHL vision: “Connect People, improve lives” every day, this means delivering best-in-class customer experience with Passion and a Can-Do attitude, ensuring our customer promise is delivered Right First Time and with Speed. Customer Care Team Ecuador has been participated in the Stevie Awards since 2013, we win 1 Gold, 1 silver and 3 Bronze prizes and also, we have 3 Stevie’s Recognitions.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 233 words used.
The parameters established by DHL Express in response to global KPIs (Key Performance Indicators), establish the following times to handle and resolve customers’ requirements:
GLOBAL TARGETS:
Ecuador Customer Care Team- Global KPIs Average results from July/ 2020 to September/ 2022:
- TRACE Resolution Rate: requirements related to possible delays or inquires, resolved within 3 days
Target: ≥70% Average Results: 88.00%
- CLAIMS Resolution Rate: requirements that are related to a legal statement to be indemnified according to transport agreement, resolved before 10 days
Target ≥80%; Average Results: 98.67%
- COMPLAINTS Resolution Rate: requirements that are related to a customer´s in-satisfaction, resolved within 5 days
Target ≥75%; Average Results: 99.67%
In addition, we comply with regional (Americas) parameters under procedures on real time and policies that keep our Quality service.
REGIONAL TARGETS:
Ecuador Customer Care Team- Regional KPIs Average results from July/ 2020 to September/ 2022:
- On-Time Customer Call Back: Customer callbacks are made within the agreed time frame.
- Average Results: 98.67%
- Network activities replied on time: Responses send within 4 hours to our colleagues’ requests in the network.
- Average Results: 98.33%
- Remote Booking Quality (closure rate): Pickups abroad must be agreed within 8 business hours after receipt, according to internal processes.
- Average Results: 97.33%
- Customer Care / KAD Quality: Quality compliance in the service provided to our clients measured in 10 monthly audits to each agent.
Target≥90% Average Results: 96.67%
- 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 248 words used.
Dear judges, in PDF application you can find supporting files with themes that we exposed in this document and another that we think can show you our Excellence beyond than a KPI accomplish. As introductions in PDF file, we quickly detail our internal organization, with the mission and vision, pillars and strategies. In addition, the document introduces our team, our guidelines, and our participation in Stevie’s Awards through the years. Then, we immerse in the programs and process that support us to obtain and maintain our Service Excellency as ICCC Committee, Empowerment Tool and others. Our Customer contact ways as Straight to the Top process, Claim and Complain handling process, KPH surveys, etc.
We develop and upgrade new e-tools in order to have a better employee experience as Proactive Performance Management Tool (PPMT) and also improve the customer experience with applications as Advance Duty Cash (ADC), On Demand Delivery (ODD), DHL Express Mobile App, In live Chat for our Key Account Customers. This allows us to ensure that our customers are connected 24/7 through our digital channels.
The file also shows how DHL Express motivates us, with team and company recognition as Employee of the Quarter, Employee of the Month, Semestral Campaigns, Arthurs Program. At least, we detail activities as Living responsibility programs where Customer Care has always a big representation: diversity, equity, inclusion and belonging committee, Go Green, Go Help, Go Teach. Finally, we detailed a link where shows how DHL celebrates our 40 years in Ecuador
- 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 139 words used.
We improve the customer experience through our Service Recovery tools defined as EMPOWERMENT:
- Concessions: Discounts on service bills, absolve tax & duties fees.
- Special Deliveries: Urgent deliveries during off working hours/days.
- Delight: Usually we sent gifts to delight/surprise our customers.
- Reconstruction: Shipments sent free of charge by our customers.
The number of cases where Empowerment was applied as part of the solution has been improved on 2022. The increases in the use of this tool can be represented in the next graphic, which details the monthly number of Empowerment from 2020 to September of this year. Our KPH methodology Knowledge, Polite and Helpful is the way that we identify the customer level satisfaction that we provide through Empowerment. Every month we measure these 3 attributes and the correct application of the Trace, Claims and Complaints handling Policies and Procedures.
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