DHL Express strengthens regional leadership in the International Americas with expansion of infrastructure and operating capacity in Mexico
- Inauguration of one of the region's most advanced Gateways, increasing its shipping handling capacity by 300%
- New sophisticated call center doubles customer service capacity in Mexico
- Part of investment program to strengthen regional leadership
DHL Express has inaugurated one of Latin America's most advanced logistics industry gateways, located at Mexico City's International Airport, together with a customer service call center.
The US $ 6.2 million facilities were designed to significantly increase the company's operational capacity and strengthen its Mexican and international network, thereby further facilitating trade with the United States, Europe, Latin America and the rest of the world.
Thirty years after setting up its first operations in Mexico, DHL today connects the country with practically all other markets in the world through its international express network. Apart from the U.S., Mexico's strongest trading partner, Canada and other Latin American markets, such as Colombia, Guatemala and Brazil, the top volume express trade lanes are those connecting Mexico to Spain, Germany, France and the UK. Of the Asia Pacific countries China, Japan, Korea, Taiwan and India are the most volume intensive.
Strategic expansion in the Americas region
DHL Express is investing heavily to maintain its leading position in the International Americas region. It recently spent US $ 4.5 million to build a new hub in panama, increasing handling capacity by 250%, allowing DHL to handle up to 5,000 packages per hour. In addition, it opened a state-of-the-art gateway facility in Montego Bay, Jamaica.
DHL Express plans to invest US $ 200 million dollars in Latin America alone over the next two years, as the company's CEO, John Mullen, announced during his recent visit to Argentina and Brazil. Mexico plays a major role in DHL Express' strategic expansion in the International Americas region. The opening of these centers is part of a 5-year strategic investment plan for Mexico, which amounts to US $ 112 million.
"Investing in expanding our operating centers reinforces the fact that DHL facilitates trade to the United States and the rest of the world like no one else. We are the only express service company with a truly international footprint and these investments further strengthen our intra-regional and inter-continental network," said Roger Crook, CEO of DHL Express International Americas during the opening ceremonies.
"Our commitment to the region remains strong and, although we realize the current challenges in the global economy, it is important for DHL to foster and establish a solid base that will enable commercial trade in the region today, tomorrow and in the future."
Using the most advanced technology and automated systems, DHL's Gateway is the first smart gateway in Mexico and the only one with the ability to inspect 100% of all importing shipments using an advanced X-ray system. The new center was designed to optimize processes which results in increased handling capacity of 100,000 shipments per month, representing an increase of 300% in its operating capacity.
The new customer service call center, located within DHL' main hub in Mexico City, is designed to provide customers with industry-leading service. As one of the company's largest and most sophisticated centers in Latin America, the contact center handles over 18,000 daily calls and provides proactive tracking to over 40,000 shipments. Nearly 93% of the incoming calls are answered in less than 15 seconds, minimizing any wait time.
"These important investments enable us to respond quickly and effectively to the rising commercial activity in Mexico, not only domestically and with our U.S. neighbor but also with the rest of Latin America, Europe and Asia," added Luis Eraña, General Manager, DHL Express Mexico.
"The opening of these two facilities places us at the forefront of our competitive industry and, most importantly, provides us with a solid foundation to provide the best service and response time to our customers."
Further to the expansion of these sophisticated facilities and as part of the company's strategic growth plan in Mexico, DHL Express invested during 2008 in key areas including the expansion of the Hangares HUB which increased the logistics service and shipment handling capacity by 20% as well as the replacement of DHL's ground fleet with environmentally friendly pick-up and delivery vehicles.