DHL Zimbabwe - e-Commerce Customer Service Award

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Company: DHL Express, Sub Saharan Africa
Company Description: DHL – The logistics company for the world. DHL is the leading global brand in the logistics industry. With more than 325,000 employees in over 220 countries and territories worldwide, they connect people and business securely and reliably, enabling global trade flows.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award

Nomination Title: DHL Zimbabwe

Tell the story about your e-commerce-based customer service initiatives since the beginning of July 2015 (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:

DHL Zimbabwe has invested in a world class call center that uses the latest model of the Avaya Telephone System. The Avaya system measures an influx in calls patterns which makes it possible to forecast calls to be received and the number of customer care advisors needed to respond to the calls and a contingency plan put in place where there are high volumes of calls.

There is a growing B2C e-commerce market in Africa due to the development and accessibility of technology on the continent, our goal is to develop the necessary infrastructure in Africa to make the global market more accessible.

DHL account holders can register and start shipping online. It only takes a minute to schedule a shipment thus saving time and helps you manage express shipments. You can print labels, schedule courier pickups, store addresses, track your shipments and much more.

DHL takes pride in customer query resolution. DHL Zimbabwe has introduced a system called Global Event Management Application (GEMA) that becomes a network communication platform for 220 countries to solve customer issues, missing paperwork can be attached in GEMA and used by customer care advisors in different countries to respond to customer needs. Every customer would want to know the exact location of their shipments at a local, regional and global level. DHL Zimbabwe has not only introduced but upgraded the Network Pro-active Tracking System (NPTS) that offers real-time visibility to customers whenever they want to know the exact location of their shipments, furthermore customers can send their tracking number to track@dhl.com and receive an instant message update whereas the location of their shipments is concerned thereby offering a high level feedback to customers.

The Cyber Services (CSV) has been introduced in the contact center and used to capture information for customers sending shipments. This tool enables bookings and quotations for customers to be done electronically and timely as it saves history for all companies in Zimbabwe who require pickups, customer information can also be updated and kept accurate to meet customers at the point of need. CSV enables customers to receive delivery notifications on mobile numbers or email once a shipment is registered on it thereby making customers receive value added services. CSV tool also gives news and updates for all countries, this enables the customer service advisors to notify customers of potential delays that can be caused by flight delays as a result of wars, bad weather, natural disasters and civil unrest etc.

DHL Zimbabwe also uses the Electronic Service Directory and Global email platform that smoothens communication for over 220 countries in the DHL Network to pro-actively make every customer experience a memorable one and to deliver the DHL promise of “Excellence Simply Delivered”. DHL has developed e-commerce shipping tools tailor made for all customers namely DHL Connect, Mydhl, Emailship and Easyship. Customers can use these tools for their shipping needs in the comfort of their homes and businesses.

In cases whereby shipments are switched or go missing, the Security Incident Database (SID) system is used to track where a shipment could have been misplaced in the DHL Network, furthermore the SID application is cemented by the CCTV cameras put in place at every DHL service facility and airport gateway to locate customer shipments at all times. Regardless of the number of shipments processed by DHL, customers can receive accurate information of the proof of delivery of their shipment as this information can be electronically retrieved from an application called Operations Performance Management System (OPMS).

 From 2015-2016 DHL Zimbabwe has massively increased its retail network from about 30 to over 120 retail partners so as to serve new markets and increase customer convenience. Zimbabwe has been heavily affected by the liquidity crunch but DHL Zimbabwe has positively responded by introducing point of sale machines at every retail partner location so as to have customers pay electronically for their required services.