DHL Express (Brazil) Ltda - Business Development Achievement of the Year

Company: DHL Express (Brazil) Ltda, São Paulo, Brazil
Company Description: International express delivery services for parcels and documents for business customers by the specialists in international shipping.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - Transportation Industries

Nomination Title: Beyond Expectations

We are an international team of over 380,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization. When you ship with DHL Express – you’re shipping with specialists in international shipping and courier delivery services! With our wide range of express parcel and package services, along with shipping and tracking solutions to fitcustomer's needs

Outline the nominated achievement since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Self-service attendance has been gaining space at DHL Express. We implemented various improvements in electronic tools, web and bots with more humane and clear language. Often times, customers do not realize they are talking to a bot! Our concern is to offer a humanized response! Customer Service also implemented solutions for facilitating shipments to customers who do not use our services frequently. Out Agents have been trained to help users from the beginning to the end with all information needed to guarantee all is correct. This helped us to reduce interactions and complaints in 60%.

This situation changed in March 2020 when we had to adapt to Home Office due to pandemic situation. We were very surprised that all interactions increased around 35% more than expected. For the first time in several years, we could not reach targets! We faced the most challenging moments of all time!

We had to organize all Customer Service in scales so all leaders, supervisors, managers and even director had to help answering calls, e-mails and chats. Customers were our first priority!

In a scenario where several companies had to dismiss, we hired new employees!

We reversed the whole situation during all these months and we ended 2020 with exceptional results: Our profit is 77% compared to last year and 52% above original target! No one could ever expect such results!

As One we were able to keep our promise alive: Connecting People, Improving their lives.

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):

In 2020 DHL Brazil was recognized as a Great Place to Work and maintained TOP Employer for the sixth consecutive year.

Our profit is 77% compared to last year and 52% above original target! No one could ever expect such results!

The more aggressive Customer Service Indicators also growing: Upselling 2020: 89,24% against 79,3% in 2019 and Sales Leads: 33,35% against 29% in 2019.