- Also voted Global Express Provider of the Year – Customer Choice award for third consecutive year
- Lauded for commitment to customers and sustainability in the region
From left: Ramesh Natarajan, DHL Express Singapore courier and Sean Wall, EVP, Network Operations and Aviation, DHL Asia Pacific at the Payload Asia Awards 2014
DHL Express, the world’s leading cross-border express services provider, has been awarded the prestigious Global Express Provider of the Year – Customer Choice by Payload Asia magazine for the third year running. DHL also took home the same accolade for the magazine’s inaugural Industry Choice Awards.
The Customer Choice Awards saw customers and readers voting for their top-choice service providers while the winners of the Industry Choice Awards were determined by asenior level panel drawn from across the industry. DHL won on both fronts for its dedication to a customer-centric mindset, operational excellence, continuous innovation, commitment to building a sustainablefuture, and driving robust business growth in 2013.
“To receive affirmation from both our customers ‘and’ industry experts is validation of our unwavering efforts for the Asia Pacific markets. In 2013, we achieved strong business growth in this region, generating revenues of ¤ 4.3 billion, led by an 8.3% increase in total shipments and an 8.8% increase in Time Definite International shipments over 2012. We have also been investing heavily in infrastructure and customer-centric initiatives to enhance our network and improve service quality, all reinforcing our market leadership in Asia Pacific. In fact, our market share in the region now stands at 40% ,” said DHL Express Asia Pacific CEO Jerry Hsu.
The Global Express Provider of the Year winners for both the Customer Choice and Industry Awards are selected based on a set of criteria evaluating strength of customer and business growth, operational performance, development strategy as well as customer and product innovation. DHL’s dual wins signify a clear vote of confidence from the market that it excels in all the requirements customers are looking for in a preferred express provider and trade partner. DHL serves more than40 countries and territories in the region.
Building network capabilities
A multitude of network enhancements was rolled out in 2013. The first was an introduction of a new wide-bodied freighter flight connecting the growth economies of Taipei, Taiwan; Incheon, Korea; and Nagoya, Japan, offering customers more shipment capacity. A second enhancement saw DHL double the frequency of its wide-bodied freighter connections to Australia from two to four days per week. By optimising its intercontinental network and routing shipments via Japan, it was able to reinforce its daily US-Australia connection, while at the same time offer additional and strategically timed daily capacity from key North Asian markets into Australia. Lastly, DHL also invested ¤ 22.5 million to replace its existing fleet with newer and greener vehicles, to boost handling capacity and overall efficiency.
A greater focus on the customer
To deliver a consistent and holistic customer service experience, the DHL Global Contact Centre system was upgraded,ensuring 90% of all customer calls are picked up within 10 seconds.Through new innovative quality monitoring capabilities, service rendered by each call agent can now be evaluated, enabling continuous improvement and sharing of best practices. Results have been encouraging with the DHL Customer Service team bagging a total of 58 awards across Asia Pacific for 2013.
DHL Express’ dedication to its customers is underpinned by its Insanely Customer Centric Culture (ICCC) – a mindset and way of life that all DHL employees, customer-facing or not, are encouraged to embrace. ICCC is DHL’s way of unifying its employees to work as one to put customers at the center of everything they do; by talking to them, listening to and taking action on their feedback, and ultimately making them successful.
Keeping an eye on the environment
Sustainability is an integral component of DHL’s corporate strategy and “Living Responsibility” motto. The DHL GoGreen programs and services have helped DHL customers offset a total of 7.1 million kilograms of carbon emissions in Asia Pacific. Internally, DHL Express improved carbon efficiency in the region by 6%, with a key contributor being China, including the North Asia Hub, whose consolidated efficiency measures saw an improvement of 17% in carbon impact in 2013.
Focusing on its customers, enhancing its network and contributing to a sustainable business environment are all part of DHL’s corporate strategy to achieve its goal of becoming the first choice express logistics provider for customers all around the world.