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 Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation
 Nomination Title: DHL Express Vietnam
- 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 department, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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 238 words used.
- SPARK: is a cloud-based tool, designed to streamline case management. It enhances customer satisfaction and user experience by providing a unified approach to managing customer interactions, cases, and tasks.
- CCASS: Contact Center as a Service - a cloud-based platform that will enable us to streamline customer communications and offer personalized experiences across all touchpoints.
- KART tool: Key Account Reporting Tool: provides self-service customer shipment reports with additional functionalities like alerts to deliver shipments on-time with proactive recovery actions.
- ICCC+/Medallia: omnichannel survey opportunities such as Email, SMS and Digital. Connecting with the value we are creating for customers, bringing cross-functional teams together working on the feedback deployed on Oct 2023.
- ICCC: Insanely Customer Centric Culture
- KPH: Knowledge, Polite, Helpful
- GenAI: GenAI is an advanced AI assistant for DHL Group employees, powered by the GPT-4 Omni model. It provides accurate, publicly available information to support various job-related queries, enhancing productivity and streamlining workflows. Whether for general knowledge or specific work-related questions, GenAI is here to assist efficiently.
- Remote Booking Automation: Remote Booking Automation
- Remote Booking Automation in MyDHL+ and CSV lets customers self-service their remote booking requests. Shippers can schedule pick-ups, prepare labels, and manage bookings (confirm, modify, or cancel) online, offering greater convenience and flexibility.
- CS Chat Analytics Tool: enhances customer service by leveraging real-time data insights from chat interactions. It captures and analyzes chat data, providing actionable insights to improve customer experiences, optimize operations, and boost employee performance.
- 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 department's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 257 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
Considering the significant challenges posed by the microeconomic situation since 2022, including reduced consumer demand, supply chain disruptions, rising operational costs, and intense competitive pressure, DHL Express Vietnam’s Customer Service Department has consistently achieved high performance across all aspects.
SPEED in Customer Response:
- 95% Calls answered in 10 seconds (target_90%)
- 0.5% Calls abandoned after 10 seconds (target_1.5%)
- 100 % Emails responded within 8 working hours (target_90%)
- 99% Chats responded within 60 seconds (target_90%)
- 0% Chat abandoned after 60 seconds (target_1.5%)
- 100% On-Time Customer Callback (target_90%)
- 100% On-Time Network Response within 4 hours (target_90%)
CAN DO in resolving customer requests with quality:
- 87% Traces resolved within 3 days (target_70%)
- 100% Claims resolved within 10 days (target_80%)
- 100% Complaints resolved within 5 days (target_75%)
- 66% Customer request resolved in their first call
- 96% Customer Experience Quality, 93% Business Process Quality (target_90%)
Right At 1st Time in revenue generation:
- 97% Upselling (target_77%)
- Provided avg. of 1028 sale leads/month with qualified leads up to 21%.
- Won APeC_CS/Commercial Revenue Generation Campaign_Non-Account Converter Q2&4_2023 and Q1&2_2024.
PASSION in developing our PEOPLE to delight CUSTOMERS:
- EOS survey 2024 Employee engagement at 100% and active leadership 99%
- CS Retention rate at 93.9%, + 14.2% vs YTD_Aug2022, continuously improved yearly since 2022.
- Recognized as 1st Great Place to work in Vietnam 7th times.
- ICCC Index Q2_2024 at 79 and 4 points ahead competitors.
- Aug24 NPS score improved 8.9% to 76.1% from 67.2% in Oct2023
- Won 19 Stevie’s Awards with 10 golds, 8 Silvers, and 1 Bronze from 2022-2024.
- 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 department's past performance (up to 250 words):
Total 258 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
Despite the 2022-2024 economic downturn, we thrived with a no-layoff, focusing on sustainable growth, productivity, and customer experience(CX). Our strategic approach ensured stability and exceptional performance:
Motivated People:
- Conducted 150 courses, 2407 hours for all levels.
- Recognized 127 awards for 36/54 employees (54_EOM, 18_EOQ,18_Full-year awards, 9_Long Services, and 28_Stars for customer satisfaction)
- Granted 45 promotions
- YTD 2024, completed 12 activities, increased 33% vs SPLY.
Great Service Quality
- Deployed six RPAs since 2022, a 200% increase (6 vs 2), saving 0.78 FTE monthly.
- Implemented SPARK and CCaaS for efficient case handling and integrated omnichannel communication, boosting customer satisfaction.
- Incorporated GenAI Tool for faster, more accurate customer responses.
- KART Tool, Remote Booking Automation, CS Chat Analytics Tool, and Digital Chatbot enhance convenience and operational efficiency.
- YTD_Aug2024 optimized 6.5 FTE via 6 CX actions.
Loyal Customer
- Analyzed VOC via multiple sources and raised pain-points to Management Board monthly.
- Hold 11 CX programs in 2024, + 83% vs 2022 (11 vs 6).
Profitable Network
- Actively participated in the 2023&2024 CS/Commercial Revenue program and drove top performance.
- Developed local selling schemes with special discounts for Cash customers.
As a result, YTD_Aug2024, CS Vietnam is the top APEC performers.
- 93% Calls answered in 10 seconds (Apec_90%)
- 0.3% Calls abandoned after 10 seconds (Apec_0.6%)
- 100% Claims resolved within 10 days (Apec_97%)
- 100% Complaints resolved within 5 days (APeC_94%)
- 137% Upselling (APeC_45.9%)
- 70% Request resolved in first call (APeC_52.3%)
- 27% Qualified Suspect-to-prospect conversion (APeC_20%)
- Operational Efficiency at 43.3 (APeC_35.3, top 5_APeC)
- Gold Award for 2023 APeC Excellence
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 182 words used.
DHL Express Vietnam’s Customer Service Department has been a cornerstone of our operations since its establishment in 1998. Our team has grown from a small group to over 50 dedicated professionals who handle inquiries, resolve issues, and ensure customer satisfaction across multiple channels. Historically, the department has achieved exceptional customer satisfaction scores, swift response times, and innovative problem-solving approaches. Since 2015, we have won 65 external awards, including 52 Stevie Awards. Specifically, we have won two gold and four silver awards in the "Customer Service Department of the Year – Airlines, Distribution & Transportation" category. In 2019, we were recertified as a Center of Excellence (COE), a prestigious certification program that assesses and recognizes high-performing customer service centers capable of producing consistent and sustainable results.
Additionally, we have been recognized as APeC Excellence in Customer Service in 2021 & 2023 and have consistently maintained an Employee Opinion Survey (EOS) score above 99% yearly.
Our ability to consistently deliver excellent customer service while developing a highly motivated and engaged team has solidified our reputation as a leader in logistics and express delivery services.
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