Greater customer proximity through innovation
DHL proudly presents new customer service developmentsBerlin / Bonn, 10/21/2004, 11:30 AM CEST
In keeping with the motto "Think Innovatively - Act Successfully", DHL Express is presenting innovative solutions in the field of customer service at the 21st German Logistics Congress in Berlin. The company is thus responding to the growing need for a local presence and increased customer service. "At DHL Express, we are offering a whole range of new services to make sending parcels even simpler and more convenient," said Peter Kruse, Board Member Deutsche Post World Net, during a press conference at the 21st German Logistics Congress organized by the BVL logistics association.
DHL Express is using Automatic Speech Recognition (ASR) to optimize its service in the field of computer-aided customer care. The pilot project, which is limited to a specific geographical region, concentrates on electronic shipment tracking and is primarily oriented to customers with a low volume of shipments. When customers call the service hotline, they receive all the important information on the status of their shipment easily and conveniently via voice recognition and IT support. On request, all of this data can be sent to customers' mobile phones via SMS text messaging. For the future, the project opens up numerous other application possibilities for shipments.
The so-called "Friendly Button" is yet another pilot project. Selected customers in Berlin can signal that they have a shipment for pick-up by pressing a button on a small, convenient transmitter. The DHL courier then appears within 30 minutes to collect the advised shipment. The collection address is stored in the device. The "Friendly Button" is also equipped with a service call function with an around-the-clock connection to DHL customer service. When the service center has received the signal, DHL returns the customers' call within ten minutes. "This product was developed for the inner-city business market and is further evidence of our customer service performance," said Kruse.
Inner-city and regional services are likewise the focus of other projects which DHL Express Germany is implementing in Berlin. One example is the DHL City Office recently opened in Berlin, the capital city of Germany and the site of the congress hosted by BVL. As a representative site on Potsdamer Platz, it simultaneously functions as a customer center, sales location and starting point for local sales activities which are primarily oriented to the local small business sector. DHL already launched its eBay auction service at twelve Deutsche Post retail outlets in Berlin in early October. Starting right away, customers in Berlin and the surrounding area can deliver and pick up parcels around the clock at over 80 DHL Packstations - the "most innovative postal product worldwide * ".
The DHL Depot Service project will soon be launched in Münster. In keeping with the service philosophy and the Packstation concept, customers can have their parcels sent to a retail outlet in the neighborhood or to one of the other participating locations in the city district - the customer is informed via SMS text messaging or e-mail as soon as the shipment has arrived there.
- *|A distinction granted it during the World Mail Awards 2004 which are regarded as the "Oscars" for the postal industrial.
- A distinction granted it during the World Mail Awards 2004 which are regarded as the "Oscars" for the postal industrial.