DHL Express India - Sales Management Team of the Year

Company: DHL Express India Pvt Ltd, Mumbai, Maharashtra, India
Company Description: DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. DHL has its head office in Bonn Germany with a revenue size of 15.4 billion Euros. DHL is part of the world’s leading postal and logistics company Deutsche Post DHL Group, and encompasses the business units DHL Express, DHL Parcel, DHL E-commerce, DHL Global Forwarding, DHL
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Sales Management Team of the Year

Nomination Title: Sales Management Team of the Year

In the Past 5 years we have been consistently ranked in the Top 10 Great places to work and our journey GOOD to GREAT led us to be the number 1 ranked company in 2021. A significant contribution to this achievement comes from the Sales Management team as Commercial is the second largest team in DHL.

We are led by our VP, Mr. Sandeep Juneja, who believes “It takes a team to keep winning” and hence our management consistently keeps our customers and our teams at the center of everything that we do. This is clearly reflected as despite the difficult months of COVID second wave we closed with 52% revenue growth over 2020 and improved EBIT from -5% in 2020 to +12% in 2021

DHL Express India is a pioneer in its industry and started its operations in 1979. We offer our customers an entire spectrum of express services from best in class international air express to future ready logistics solutions. Working on our foundation pillars of “Employers of Choice, Provider of Choice and Investment of Choice” DHL Express India services over 60,000 customers. We have a pan-India presence through dedicated service centers in over 25 cities and through Blue Dart Express have access to over 33,000 locations in India.

DHL is part of Deutsche Post DHL Group.

Our Sales Management team nutrues Salesforce from the moment they come into the system to when they become a part of the same, the 3 steps of focus to make them best people in the industry are as follows:

Learning journey of the employee through easily accessible digital (App and Web) platform- Mindtickle

The Mindtickle platform helps to address 3 key pillars for every sales team member-Knowledge, Skill & On the Job Training.Reinforcement is enabled with various certifications and regularassessments.

It is a one stop solution for training which features by content, gamification, data driven decision making (analysis, dashboards), assessment and much more.

Consistent check on KPIs with a focus on problem solving to make individuals have their “ Best day , Every day” with Performance Dialogue (PD)

In Sales it is very important as it helps to keep a consistent check on KPIs with a focus on problem solving & helping sales people adapt to value add approach in their consultative selling.

Last but not the least, one of our drawing board brainchild CCM (Customer Contact Management) Tool comes in handy to contact customers and is a game changer for our Sales force.Customer Contact Management tool is a smart excel macro based tool that maps each account manager’s portfolio and buckets them in two parts. Contact Management & Opportunity Management.

Mind Tickle Achievements

-Clocked 1.3 man-days (11 Hours) of training per Sales person in 2020.
-Dedicated Sell Like Never Before (DHL’s Global Sales Training Programme) in Mind Tickle. -Objective is to keep SLNB top of mind recall, refresh & reinforce SLNB learning with multiple learning mediums starting from podcast, SLNB Talk shows by Channel Managers & Sharing of success stories.
-Coaching on your finger tip – Skills Observation Feedback Template updated, last month Joint Call Observation @ 45%
-Web based reports for all hierarchy levels.

Performance Dialogue Achievements:

The effectiveness of the PD can be seen in the performance of Key KPIs

-FTB / TSE increased from 14 to 16 over the past 7 months
-Direct Debit customers increased from 72 in Q1’21 to 115 in Q3’21 (Q3 still in progress)

Focus on SVP from Q2’21 leading to steady increase from 5 in Apr’21 to 18 in July’21

CCM Achievements

CCM has helped us achieve the most important KPI of customers contacted within a portfolio in a month. The %age benchmark of over higher 80s% is maintained over the years since its introduction compared to earlier when it used to be in lower 70s%. However, in Covid-19, CCM had to adapt as field visits were replaced by calls while the logic to contact customers in priority of opportunity bucketing as highlighted above remained constant.