DHL Express Philippines - Customer Service Department of the Year
Company: DHL Express, Manila, Philippines
Company Description: DHL is the leading global brand in the logistics industry. We offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express to supply chain management. With about 350,000 employees in more than 220 countries and territories worldwide, DHL connects people and enables global trade.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation
Nomination Title: DHL Express Philippines
Mabuhay! Welcome to DHL Express Philippines.
Guided by our 4 Focus Pillars of Motivated People, Great Service Quality,Customer Loyalty andProfitable Network, we continue to thrive and deliver our customer promise of Excellence. Simply Delivered and remain true to our purpose of Connecting People. Improving Lives.
Amidst the challenges of the pandemic and the ever changing business setting, the DHL Express PH Customer Service Team work even harder to go above and beyond on what our customers expected from us. Through it all, our team remained focused and determined to emerge as a better and stronger team. We remained committed to:
Keep our people highly engaged and performing at their top best. Our passion for service and care comes from within. Being Knowledgeable, Polite & Helpful is in our DNA.
Put our customers & our people at the heart of everything we do. We continuously drive an Insanely Customer Centric Culture.
Deliver consistent quality service to be the Brand of superior customer experience & satisfaction and we embrace digitalization to simplify and improve the lives of our customers.
We accomplish our mission with excellent execution to be the Employer,Provider and Investment of Choice, as well as to contribute to a better world with the Living Responsibility program.
Employer of Choice. Motivated and skilled employees deliver exceptional quality that is why we ensure we keep them engaged through the following programs and initiatives:
#SpeakUp Program - platform for the team to send their ideas, suggestions and recommendations
CS Spotlight – sharing stories of CS representatives about their skills, hobbies or passion
Customer Service Week Celebration
Daily Huddle with CS Management Team and Thursday Huddle with CS Directorwith all CS employees
CSR (Corporate Social Responsibility) - a fund raising program for identified beneficiaries that are all diagnosed with Chronic Kidney disease.
Robotic ProcessAutomation to improve efficiency and productivity of CS Processes
Free shuttle services andfood (breakfast, lunch and snack) for all employees who are reporting on site to promote safety and social distancing.
All personal protective equipment (PPEs) and vitamins are provided to all employees and stakeholders who are reporting at the facilities
Senior Management Team, companydoctor and nursestogether with the Business Continuity Plan Committee are monitoring all Covid 19 cases until employeesare fully recovered.
Earth Day Thursday- the Ecobrick Project initiated by CS in 2019 to reduce plastic waste and reuse them as part of sustainable building projects.
Adopt a Plant day.
Provider of Choice. Exceptional quality delights our Customers and leads to loyalty.
Customer Service adapted seamlessly the Work from Home set-up and achieved the Service Level target of 90% and above.
100% of employees were provided laptops and mobile broadbands to ensure zero interruptions andprovide 24/7 service to our customers
Bi-monthly review of Voice of Customers (VOC) through Insanely Customer Centric Culture (ICCC) Board Meetings – Headed by the PH Country Manager and supported by SMTs and Line Managers, customer feedback are reviewed and resolved using First Choice methodologies.
Customer Onboarding (Virtual) – DHL Express PH conducts Customer Onboarding to ensure that support is provided even before customers start shipping
Investment of Choice. Customer loyalty leads to profitable growth.
Achieved 53% growth in number of Prospects
41% increase in First Time Buyers (FTB) revenue vs. last year.
We continue to upsell to ensure that the right products and services are offered to customers – suitable to meet their needs with Upselling performance is at 50.6% vs. 31.9% target.
Our Sales Leads and Upselling performance is a testament that we are working As One to Sell, Sell and Yield!
Our passion to continue to be an investment of choice became evident as the following were received and awarded as of year 2021:
Successful ISO 9001 Audit
Successful CS Review Conducted by Regional Office
2021 Silver Stevie Award for Sales & Customer Service
2021 No. 1 Asia’s Best Workplace in Multinational Category
2021 No. 1 Philippines Best Workplace
2021 No. 1 World’s Best Workplace
1. All Green KPIs
Achieved target for all Global and Regional KPIs for 2021 Performance.
2. COE Best Day Every Day (Center of Excellence)
Successful ISO 9001 Audit
Successful CS Review with Regional Office
3. Zero Defect Mentality
Complaint Exception is 85% lower vs last year
1st Level Escalation is 84% lower vs last year
4. ICCC & Continuous Improvement
Straight To The Top escalation is 31% lower vs last year
5. Efficiency & Peak Planning
2021 YTD Productivity is 34.6 vs 30.0 target
6. Grow Sales Leads and Upselling
2021 YTD Ave Submitted Sales Lead is 12.3 vs 10.0 last year
2021 YTD Ave Upselling is 50.3% vs 31.9% target
7. Self help & Digitalization
Robotic Process Automation of CS Processes
Scorecard and Upselling Automation
Launch of new MyDHL+ website (combining MyDHL+ and DHL Express)
8. Employee Engagement
Employee Opinion Survey (CS Performance vs DP DHL Overall)
Employee Engagement at 100% vs. 84%
Active Leadership at 95% vs. 82%
Team at 97% vs. 81%
11 Long Service Awardees
Employee Of the Year Celebration
€300 One-time Corona Bonus
Corporate Social Responsibility Program
9. CIS/CIM Supervisory Academy
2 Supervisors and 1 Manager graduated from the CIM Supervisory Academy
4 Supervisors undergoing training this year
10. Great Place to Work
2021 Silver Stevie Award for Sales and Customer Service
Great Place to Work Award for DHL Express for 2021
#1 Philippines Best Work Place
#1 Asia's Best Work Place
#1 World's Best Work Place
PROVIDER OF CHOICE
DHL Express PH is the only service provider that’s fully operational during the country wide lockdown.
Our Business Continuity Plan (BCP) ensures that we are fully functional amidst these challenges. Customer Service adapted seamlessly the Work From Home set-up to ensure 24/7 service while increasing the live chat capability.
Drive customer centricity through cross functional training & on-the job activities
Continuous Country and Functional Onboarding
CIS Country Online Moderated Modules
Cross-Functional Training and ICCC Workshop
Customer Onboarding (Virtual)
On Demand Delivery at 45% utilization vs 27% last year
174% increase of Perfect 10 Net Promoter Score(NPS) were received in 2021vs. 2020
4,077Voice ofCustomers (VoC) resulting in a3.2points increase in our NPS (75.4%)
EMPLOYER OF CHOICE
Employee engagement as they hold an indispensable role in delivering exceptional service to our customers:
-Country and functional engagement activities were held virtually to adopt and follow the health and safety protocols
-50th Anniversary and CS Week Celebration
-#SpeakUp Program
-Earth Day Thursday - The Ecobrick Project
-CS Spotlight
Health and safety protocols
-Quarantine and daily health declaration form for all employees
-All facilities were equipped for controlling, preventing and handling probable Covid 19 cases.
-PPEs and vitamins to all employees.
INVESTMENT OF CHOICE
Customer loyalty leads to profitable growth.
Revenue Generation
Upselling 50.6% vs. 31.9% target
35% growth in # of Prospects and 41% increase in First Time Buyers (FTB) vs last year
530 newly converted account customers
Customer Service (CS) is a function of DHL Express PH and composed of 86 employees. The team is further divided into teams based on their roles and responsibilities.
-Contact Center: Accept and register booking request and respond to customers inquiries.
-Customer Care and Backline: Full tracing services for shipment incidents (damaged, undelivered, etc.) and also handle complaints and claims requests.
-Key Accounts: Provide full suite of customer service offerings to Key Accounts customers.
-Customer Service Development Team: Provides supportvia learning and development programs, quality monitoring, reporting and business analytics.
-2021 has been a phenomenal year as the team were able to hit the 6 Global Management Board (GMB) and Regional Targets for 2021.
GMB Target
Grade of Service: 92% vs. 90% target
Abandoned Call Rate:0.7%% vs. <1.0% target
Claims Resolution: 99% vs. 80% target
Complaints Resolution: 99% vs. 75% target
Trace Resolution:86% vs. 75% target
Upselling: 50.6% vs. 31.9% target
Regional Target
On-Time Customer Callback: 99% vs. 90% target
On-Time Network Response: 100% vs. 75% target
Call Quality: 98% vs. 90% target
Trace Quality:99% vs. 90% target
Remote Booking:100% vs. 90% target
Sales Lead: 530 for 2021
Attachment: 2022 Stevie® Awards for Sales & Customer Service_DHL Express Philippines - Stronger Customer & Employee Engagement.pdf
Page 1 - 5 Overview of Customer Service and Focus Strategy
Page 6 - 7 Key Performance Indicators
Page 8 - 10 Business Continuity Plan
Page 11 - 13 Self-help, ODD and Productivity
Page 14 - 19 Learning & Development
Page 20 - 25 ICCC initiatives
Page 26 - 30 Health & Safety
Page 31 - 44 Digitalization, Employee Engagement and Go Green
Page 45 - 48Upselling and Revenue Generating Program
Page 49 - 56 CS Review, ISO 9001 and Awards
Website URL:
1. https://www.ecobricks.org/training321/- DHL APEC Customer Service Ecobrick Workshop
2. https://www.greatplacetowork.com/worlds-best-profile/dhl-express- DHL Express as Word's Best Work Place
3. https://www.greatplacetowork.com/best-workplaces-international/best-workplaces-in-asia/20- DHL Express Philippines as Asia's Best Work Place
4. https://www.greatplacetowork.com.ph/philippines-best-workplaces-2021-list/- DHL Express PH as Philippine's Best Work Place