DHL Express (Hong Kong)
Awards:
2021
DHL is the leading global brand in the logistics industry. Our DHL divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 400,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”.
Connecting People, Improving Lives
2020 will undoubtedly go down in history as one of the most challenging years for businesses all over the globe. Upholding our role as the global trade facilitator, DHL has been fortunate enough to have own cargo fleet and were able to prioritize the shipment of critical goods, such as personal protection equipment, to get them across to communities that urgently need them during these trying times – further underlining the company’s mission of connecting people and improving lives.DHL has also maintained global trade flow and continued supporting customers and businesses with our broad network and self-owned aircraft. Two hundred eighty dedicated aircraft, with the help of a broad network of partner airlines, are currently serving customers in over 220 countries and territories. Among these, DHL operates three global hubs in Cincinnati, Leipzig and Hong Kong connecting regional and international destinations daily.
Accelerating digitalization
The coronavirus outbreak has accelerated the broader trend by consumers towards online shopping and e-commerce. The stay-at-home mandates around the world resulted in non-essential brick-and-mortar retailers to shut their doors and drive consumers to shop online. This has brought about drastic change in the way companies do business and has fueled the demand for cross–border logistics.With more B2C customers as a result of cross border online shopping, we see the rising need for more flexibility in terms of shipment pick-up and hence drive the demand for DHL On Demand Delivery service. It allows receivers to select the delivery option that best suits their requirements via the mobile-optimized website. Shipments can be easily rescheduled or sent to alternate addresses at more than 800 DHL parcel collection points in Hong Kong, including DHL Lockers and convenience stores across the city.
In addition to On Demand Delivery service, we also leveraged technologies to improve customer experience and enhance productivity. We have made significant investments to improve all our customer touch-points, including the implementations of the Multi-Channel Tool, offering a platform for e-mail and live chat; and YELO, our CS chatbot integrated into our Facebook messenger for 24/7 customer communications.
Continuous Improvement
As the global leader in the international express services, DHL embraces a culture for continuous improvement as we are committed to achieving the highest level of service quality that our customers have come to expect.DHL provides 24-hour real-time customer support services and sets globally consistent service-level targets encompassing Customer Service indicators, such as all incoming calls to be answered within 10 seconds, ensuring customers receive high quality service whenever they call.
At DHL, we measure our performance across a broad range of key customer touch point metrics such as a Net Promoter Approach and Customer Interaction Survey. We also have an internal Mystery Shopper Program to evaluate the CS agents’ performance for continuous improvement and enhance customer experience.
People are the backbone of the success
The key to our success, as always, is our employees. DHL embraces “Insanely Customer Centric Culture” (ICCC) to fulfill customer demands and make their delivery possible with a “can-do spirit” even at the trying times.During this pandemic, our employees have truly demonstrated this ICCC culture and made a herculean effort to come into work, keep our operations running and ensure that our customers’ shipments are moving in a very challenging environment.
As customer centricity is an integral part of our corporate culture, DHL has made significant investment in its award-winning internal training and development program, Certified International Specialist to ensure our employees understand the fundamentals of the business and most importantly, the people attributes to create a successful business.
Looking into future
The current situation has never stopped us from moving ahead, with initiatives such as the unveiling of DHL Express’ first fully automated service center in the city, catering to the rapidly evolving needs of local SMEs that aim to go global.The state-of-the-art facility in Tsing Yi demonstrates DHL’s long-term growth plan and infrastructural investments in Hong Kong, strengthening the company’s global network with greater efficiency in facilitating local SMEs and enterprises to reach their customers around the world.
Additionally, we, in partnership with Airport Authority Hong Kong, are undergoing the HK$2.9 billion phase 3 expansion of our Central Asia Hub in Hong Kong, aiming to further boost the company’s global multi-hub strategy and helping to strengthen Hong Kong’s designation as a global aviation hub in the region.
Our commitment to Hong Kong has always been one of our business strengths, and we will indeed continue our focus on serving the needs of businesses and customers in the city as we step into the next decade.
