DHL's Phenomenal Success with CRM

Company Information

DHL is the world's global delivery network. It helps express shipping in countries all over the world. It is the leader in international express and its offices are scattered over 220 countries worldwide. Basically DHL strives to provide its customers with solutions for their transportation requirements and it endeavors to assist with a company's logistics needs. Initially DHL was founded to handle bills of lading between the San Francisco and Honolulu area. However later on the company went on to establish a presence in countries as diverse as Japan and the Philippines. This took logistics to a new international level and the expansion finally led to DHL's presence being seen in the Middle East, Africa, and Europe etc.

As trade grows, so too does the growth of DHL as an international logistics company. Currently DHL caters to 120,000 destinations in 220 countries. The reason DHL is able to grow with such rapidity is that it is constantly being involved in the expansion of offices the world over.

DHL boasts of having high quality staff, which are both experts in their field and dedicated as well. DHL has almost 4,400 offices worldwide. Two-thirds of its offices are owned by it. Therefore DHL has an advantage over its competitors who use third parties to control them. DHL has staff in almost every country where it operates. They help to achieve better transit time, efficient billing, easy tracking etc. It has 238 gateways and around more than 450 terminals, hubs, warehouses etc. They have more than 400 aircraft that help achieve the fastest means of transportation to any destination, effective shipments and reliable, efficient service to 4 million customers. In addition its current adoption of CRM has established it as a CRM success story.

DHL and CRM

DHL Global Mail is a leader in logistics. DHL Global Mail needed a CRM solution that could cater to a global network and ultimately provide a holistic view of the customer right across the globe. Since the staff engaged at the various offices needed to commit, understand and meet each customer's need an innovative and cost-effective solution was required. DHL Global Mail tried out a number of workshops. It was after assessing the feedback from Europe and Asia and after having looked at the cost reductions possible and the flexibility of the solution alone did DHL Global Mail opt for availing of the benefits of Salesforce.com's CRM advantages globally.

DHL used Salesforce.com as its CRM platform in the dispatch and delivery of parcels, and business post etc. This adoption has gone a long way in making DHL a CRM success story. Salesforce.com had the advantage of being able to customize DHL solutions in order to cater to customer needs. Adopting any other CRM solution would have needed more implementation time. The results were amazing. This particular solution was installed simultaneously around the globe within six months and integrated with the existing systems. This was basically done to ensure that there was centralization of data. The chosen CRM solution managed to achieve the acceptance of employees and integration to DHL Global Mail's other systems. It achieved an integrated approach to the customer worldwide and a single view of the customer as well, that has resulted in making DHL Global Mail a leader in mail solutions. On account of the usage of Sales force CRM solutions DHL was able to focus on the needs of the customers. They were able to cut down on the implementation time and are now availing of a consistent, effective solution that aids them globally. Salesforce.com has now established a highly profitable relationship with DHL Global Mail.

DHL Partnership CARE

DHL has recently launched the DHL Partnership CARE (Customer Activation Resolution and Enhancement) Program. It provides excellent customer service. Its main aim is to come up with solutions that suit each individual company and make certain that customers who have complex logistics requirements will have the necessary expert advice to assist them. This process will continue during the life of the relationship. The purpose of it is to provide for customer needs through personal support. It strives to create and maintain personnel in billing, customer relations etc.

Each team provides the customer with a single point of contact for all service related issues so that all DHL customers are provided with the most support. It offers expertise through relationships and increases efficiency and accountability. This helps an organization to give the kind of customer satisfaction that is required. It lays down very high standards for customer service and increases its value to the customer. It assesses a customer's shipping requirements and then develops a plan to cater to it. It provides the best shipping services to meet customer requirements and ensures timely response and easy access to DHL's shipping solutions.

This was all part of DHL's commitment to provide better service to all customers and DHL has succeeded at it. The implementation of Salesforce's CRM option has gone a long way in helping it achieve its objectives and made it a definite CRM success story.

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