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 Achievement Categories
Nomination Sub Category: Achievement in Customer Experience
 Nomination Title: Putting Customer In the heart of everything we do
- 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.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 159 words used.
Since its inception in 1988, DHL's Customer Service Vietnam has consistently exemplified excellence in the logistics industry. Our philosophy of an Insanely Customer Centric Culture (ICCC) ensures that customer needs are at the heart of everything we do. We strive to be Knowledgeable, Polite, and Helpful (KPH) in every interaction, setting us apart from competitors.
By prioritizing customer satisfaction and leveraging ICCC+, our Customer Service teams play a crucial role in maintaining the company's position as a global logistics leader and Provider of Choice while fostering long-term customer relationships. We hold a 55% market share, with a 10-year Compound Annual Growth Rate (CAGR) of 10.9% from 2013 to 2023, compared to Vietnam’s GDP growth of 6.4%. We have received multiple international awards, including 52 Stevie Awards, 5 Best in Biz awards, 8 Contact Center World awards, and 7 Golden Dragon awards. Our ICCC index remains significantly higher than our competitors, with an average gap of 7 points.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
We are deeply immersed in ICCC culture and satisfied our customers:
- Aug2024 NPS increased 9% vs Oct2023 (76% vs 67%) over one year with ICCC+/Medallia platform.
- YTD_Aug2024 booking touchpoints NPS is 83% + 22% vs Oct2023
- General inquiry touchpoints NPS peak at 100% in multiple months, steady above 80% monthly.
- ICCC Index Q2_2024 is 79 and 4 points ahead competitors.
- Aug2024 Customer retention rate is 102% vs Jul2022.
- Won 19 Stevie’s awards with 10 golds, 8 Silvers and 1 Bronze from 2022 – 2024.
It’s the result from Great Service Quality
- 95% calls answered in 10 seconds (target_90%)
- 0.5% calls abandoned after 10 seconds (target_1.5%)
- 100% complaints resolved within 5 days (target_75%)
- 100% claims resolved within 10 days (target_80%)
- 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 and network response (target_90%)
- 87% traces resolved within 3 days (target_70%)
- 66% Customer request resolved in their first call
- 96% Customer Experience Quality (target_90%)
- 93% Business Process Quality (target_90%)
- 97% Upselling (avg. 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.
Enable by Motivated People
- 2024 EOS Employee engagement: 100% and Leadership: 99%
- Recognized as 1st Great Place to Work in Vietnam in 2024 7th times.
- YTD_Aug2024 CS Retention rate is 93.9%, + 14.2% vs SPLY, continuously improved since 2022.
- 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.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 256 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
We strive to simplify and digitalize touchpoints and customer journeys, ensure optimal operation, provide sustainability options, and deliver exceptional service to satisfy Customer.
Motivated People:
- Conducted 150 courses, 2407 training 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_Aug2024, completed 12 activities, increased 33% vs SPLY.
Making a great service better:
Process and Tools:
- Deployed ICCC+/Medallia-collect feedback, manage insights of redesigned customer journey (9_touchpoints, 29_transactions) utilizing SMS, email, apps, and social media listening with AI & text analytics.
- Conducted 8 initiatives/year improving productivity or reducing costs.
- Deployed six RPAs since 2022, +200% (6 vs 2), saving 0.78 FTE/month.
- Implemented SPARK, CCaaS, KART Tool, Remote Booking Automation, Chat Analytics Tool, Digital Chatbot, and GenAI for efficient case handling, integrated omnichannel communication.
- Hold 11 CX programs in 2024, + 83% vs 2022 (11 vs 6).
Multi-Channel Supports:
- Offer toll-free Call center, Email, Chat and 24/7 Digital Assistant(DA).
- Monthly review and enhance DA quality. Q2_2024, DA volume/CS interactions +6.5% vs Q1_2022 (9.2%_2.7%) with monthly quality above 95%.
- Since Apr2023, extended proactive support to 3385 customers impacts 5.1FTE.
Consequently, YTD_Aug2024, we are 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%)
- 70% Request resolved in first call (APeC_52.3%)
- 137% Upselling (APeC_45.9%)
- Gold Award of 2023 APeC Excellence
- Operational Efficiency at 43.3 (APeC_35.3_Top 5)
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