DHL Express Vietnam - Back-Office Customer Service Team of the Year

Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - All Other Industries

Nomination Title: Exceptional work in exceptional times

Our Backline team of DHL Express Vietnam Customer Service consists of high-skills staff and is responsible for delivering the fastest resolution of every service breakdown. We are also taking care of our Key Accounts, acting pro-actively, and offering the best service and solution according to customers' needs.

In 2020, Vietnam was confronted by the greatest global crisis by Covid-19 and faced more challenges than ever in 2021 due to the tighten lockdown. The pandemic has highlighted this need for connection more than ever before and our company has played a critical role in transportation. As a result, the total main tasks assigned to our Backline Team increased significantly by 18.5% from 65,998 tasks in YTDSep2020 to 78,192 tasks in YTDSep2021. Despite these obstacles during this uncertainty period, our Backline Team has shown an extraordinary performance by ensuring our service continuity and maintaining all KPIs beyond target as of September 2021 in terms of keeping our staff safe with 100% working from home. Our most recent recognition is 2021 Gold Stevie Winner of Back-Office Customer Service Team of the Year – a fitting testament to our commitment and passion for providing excellent customer care and our AS-ONE spirit.

Despite challenges during the unpredicted time, Backline Team ensured to deliver the fastest resolution in an excellent manner:
Trace resolution rate: 87.1% of all requests are resolved within 3 days vs. target 70%
Complaint resolution rate: 100% resolved within 5 days vs. target 75.0%
Claim resolution rate: 100% resolved within 10 days vs. target 80.0%
On-Time Customer Call Back: 99.0% vs. target 90%
On-Time Network response: 99.7% vs. target 90%,
100% Customer Complaints raised to Top Management Team are responded to within 2 hours.

Besides of remaining outstanding performances, our Backline Team initiated many programs in 2020 to enhance the staff’s knowledge, skill and quality. Continuing in 2021, we utilized digitalization in generating reports of customer shipments by KART Tool that supported in keeping key-account customers up to date with their shipment’s status on an agreed frequency. By these approaches, we not only fix service breakdown at speed but also enhance quality to drive down the exception and escalation:

Trace Exception: 5.9% outstanding requests resolved > 5 working days/avg. 4,059 requests per month
Complaint Exception: 0.4% complaints resolved > 10 working days out of 758 complaints YTDSep21
1st Escalation (percent of any escalations that may arise as a result of not responding timely or sufficiently to DHL network) 0.5% out of 34,310 network activities.
Backline Team was recognized for GEMBA Award in Q4.2020 for their initiated program “Reduce MCT pending emails” which supported the improvement of email response time.

During the crisis, our Backline Team experienced the spikes of total tasks at unprecedented levels. In Sep21, Backline handled 11,122 requests that were higher by 30% than Aug21 and 48% vs. Sep20. By preparing detailed contingency plan and transmitting smoothly operation from office to work from home, Backline Team not only copes high volume of tasks and drive performances at excellent but also improves performance against previous years and is Top for Claim /Complaint resolution in APEC.

Trace resolution rate: 87.1%_YTD21 vs. 85.8%_YTD20
Complaint resolution rate: 100% vs. 91.5% of APEC
Claim resolution rate: 100% vs. 96.5% of APEC
Trace Exception: improved continuously from 8.1%_2019 to 7.1%_ 2020 and achieved at 5.9% _2021.
1st Escalation: reduced year on year (0.8%_Y19 to 0.6%_Y20 to 0.5%_Y21) while avg. APEC is 1.4%

Moreover, Backline accomplished resolving service breakdown remotely with remaining productivity or quality. We have stayed connected and developed through virtual activities/programs. This supported our company’s focus to drive the best customer experience:
NPAprogram from 2020 as of Sep21, 73.5% customer rating satisfied with CS interactions for Service Recovery handled by Backline, increased by 58.7% vs. FY2019 (73.5% vs. 46.3%).
ICCC tracker score of 84, which is 11 points ahead of our competition (as of Q2 2021)

The dedication and excellence of our Backline Team also contributed to the success of CS Team - Top 2 of DHL's Global Customer Service Awards in 2020.

Straight to the Top’ (STTT) is providing customers with the opportunity to contact the Managing Director and CS Manager directly from our website. Our Management Team committed any feedback that is replied to within one business day. In reality, we get in touch with the customer within 2 working hours and keep updated on progress unless the issue is resolved

Through Net Promoter Approach (NPA) Program, we contact customers who have had an interaction with CS touch points on the previous day. From this, we use their critical feedback to make improvements, adjust processes, and drive customer loyalty.

Our CS program to enhance knowledge, skills and quality:

NTP Day Program: enable staff deep dive into knowledge and reinforce compliance in following Global SOP Standard Network Trace Procedures for handling service recovery. All the tips and efficiency practicing in daily case handling are shared with the entire team that enhances the team skill level.

Peer-for-progress: Program: create a big opportunity for staff to demonstrate and improve their skills in many situations, supervised and supported by Supervisors and Managers.

Quality Leagues Campaign: This recognition program will trigger the pride of being a Backline CSA and as a result, they provide the best quality of support services.