Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Management Team of the Year
 Nomination Title: Leave no stone unturned
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 184 words used.
In 1988, DHL Express became the first international express company in Vietnam. Our Customer Service (CS) team has been pivotal in maintaining this competitive edge, consistently delivering memorable experiences at every customer interaction. The CS team continues to innovate and set us apart, exemplified by our re-certification as a Centre of Excellence (COE). This recognition highlights our best-in-class, cost-efficient, and revenue-generating customer service. Our unwavering commitment to quality and customer satisfaction has earned us 65 external awards, including 52 Stevie Awards since 2015, underscoring our consistent performance and industry leadership.
The pandemic brought unprecedented challenges, including weakened consumer demand, lower manufacturing activities, and market normalization. In a competitive market where every business is vying for a smaller share, customer retention became increasingly crucial. Despite these obstacles, our Customer Service Management (CSM) team remained steadfast, focusing on customer satisfaction and service quality. By building a solid foundation, revolutionizing customer interactions, and leveraging digitalization, CSM successfully led CS to provide our key differentiators: exceptional customer experience and service quality. This unwavering commitment has enabled us to rise above challenges and drive continuous growth in customer service.
- 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.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 245 words used.
Under the leadership of the Customer Service Management (CSM) team, our Customer Service (CS) team has excelled in overcoming challenges, consistently surpassing all KPIs from July 2022 to August 2024. This performance has been flawless, ensuring uninterrupted service availability and rapid solutions for customers. Key achievement:
- 95% of calls answered within 10 seconds (target_90%)
- 0.5% of calls abandoned after 10 seconds (target_1.5%)
- 87% of traces resolved within 3 days (target_70%)
- 100% of claims resolved within 10 days (target_80%)
- 100% of complaints resolved within 5 days (target_75%)
- 66% Customer request resolved in their first call
- 96% Customer experience quality (target_90%)
- 93% Business process quality (target_90%)
- 100% on-time customer callback & network response (target_90%)
- 100% email responses (target_90%)
- 99% of chats responded to within 60 seconds (target_90%)
- 0% chat abandonment waiting after 60 seconds (target_1.5%)
- EOS survey 2024 Employee engagement at 100% and active leadership 99%
- Achieved Gold Award for Global Health & Wellbeing Programme
Our dedication to Great Service Quality has not only delighted customers but also significantly contributed to DHL's Profitable Network:
- 97% up-selling rate (target_77%) and surpassed target every month.
- Provided an average of 1,028 sales leads monthly, with 21% of these leads being qualified, driving substantial revenue growth and enhancing sales efficiency.
- Customer retention rate Aug2024 is 102% vs Jul2022
- Improved consistently Operational Efficiency YoY: 40.5_YTD2022; 41.2_YTD2023; 43.6_YTD2024.
- YTD Aug2024 CS Retention rate is 93.9%, + 14.2% vs YTD Aug2022, continuously improved since 2022.
- 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 246 words used.
- Our DHL Express FOCUS strategy delivers this aspiration through:
Motivated People who are equipped to deliver
Great Service Quality which creates
Loyal Customers who in turn enable a
Profitable Network
- COE is a certification program that assesses and recognizes high-performing CS centers capable of producing consistent and sustainable results. Achieving COE is an indication that the center has mastered and demonstrated a high level of competency in managing its operations in CS.
- Insanely Customer Centric Culture (ICCC) Tracker: 3rd party survey – gauging customers’ opinion of DHL vs. competitors
- ICCC+/Medallia Tools: A comprehensive platform that can gather customer feedback from various sources such as first calls, emails, SMS, digital and social media platforms. This will allow us to easily manage and monitor customer feedback across all 9 customer journeys. By gaining a deeper understanding of our customers' needs, preferences, and pain points, we can proactively stay ahead of the competition and deliver exceptional experiences.
- Mystery Shopper Program (MSP) is an independent Quality Assessment program conducted every month to access CSA’s in terms of K-P-H and compliance to process
- Operational Efficiency (CS Productivity) is the total CS Volume/Activities per working day per CS Staff
- Self-tool services to customers:
- KART Tool: an online application supporting our key customer that manages and generates shipments reports
- Digital Assistant (Chat-Bot) in CS in July 2020 which provided 24/7 access to conversational self-service for customers
- Remote Booking Collecting Country Automation: encourage customers to process (self-service) their remote booking requests via DHL e-Tools.
- 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 247 words used.
CSM prioritized process streamlining, operational optimization, and efficiency maximization to deliver exceptional services and support business growth, as demonstrated by outstanding performance:
- Revenue Generation: Top1 in APEC about Upselling, improved YoY (91.9%_YTDAug2022 to 116.4%_YTDAug2024). Top1 APEC CS/Commercial Revenue Generation Campaign–Non-Account Converter_Q2 & Q4_2023 and Q1 & Q2_2024
- High Productivity:
- OE_43.3 vs APEC_35.3 and is Top4 in APEC performance
- Deployed 6 new RPAs since 2022, saving 0.78 FTE/month
- Excellence Recognition:
- Gold APeC Excellence Award 2023
- 19 Stevie Awards since 2022 (10_Golds, 8_Silvers, 1_Bronze)
CSM deployed 7 initiatives, 60 programs, and digitalization solutions to maximize productivity and quality. We integrated the ICCC+/Medallia tool and enhanced the Loyal Customer program to strengthen industry position:
- Q2_2024 ICCC tracker score of 79, which is 4 points ahead of competitors.
- NPS improved to 76.1% in Aug2024 from 67.2% on 1st month of ICCC+ deployment.
- MSP Scores YTDAug2024 is higher by 39.1% than our main competitor (95.4% vs. 56.3%).
CSM prioritized Motivated People through upskilling programs, training, activities, and recognition:
- Recognized 127 awards given to 36/54 employees.
- Granted 45 promotions since July2022.
- 150 courses vs. 2407 training hours were conducted to all team levels.
- Hold average of 12 team engagement activities/year
Consequently, CS annualized turnover rate improved YoY from 23%_YTDAug2022, 14%_YTDAug2023 to 9%_YTDAug2024, compared to Contact Center industry average of 30-45%. DHL Express Vietnam is recognized as the 1st Best Workplace in Vietnam in 2023 and 2024 and Best Workplace in Asia in 2024.
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