DHL eCommerce Solutions
Since financial year 2019, we have been pooling our international parcel delivery operations in our new eCommerce Solutions division. The new division is geared towards providing high-quality solutions, particularly to customers in the rapidly growing e-commerce sector.
Domestic and non-time-definite international parcel delivery
Our core business is domestic last-mile parcel delivery in selected countries in Europe, the US, India and selected Asian emerging markets, and non-TDI cross-border services primarily to, from and within Europe. Within the division, we employ a total of around 37,000 employees who delivered more than 1.1 billion parcels over the course of 2020.
Domestic last-mile parcel delivery service is provided via our own and partner networks, serving a mix of B2C and B2B customers in all sectors. Our non-TDI cross-border service provides worldwide shipping solutions to enable our customers to capitalise on strong growth in cross-border trade, whilst meeting their expectations for speed, transparency and quality. The DHL Parcel Connect platform simplifies pan-European cross-border shipping for our customers with a harmonised label, common IT systems, core features and local services.
Management of the business is centrally organised according to the regions in which we operate.
Impacts of the pandemic
The pandemic and pandemic-related factors have reinforced trend towards online shopping. Across all regions, we have seen increases in shipping volumes that significantly exceeded expectations, especially in the B2C e-commerce sector.
We succeeded in providing continuous and reliable services for our customers across all regions despite the pandemic-related operational challenges and lockdown restrictions (e. g. in India and Spain), whilst focusing on the safety and well-being of our employees. We have adapted our operational and delivery processes and guidelines to ensure that pandemic protection measures, such as social distancing and contactless delivery, are complied with, both for our customers and employees.
Satisfied customers and high level of delivery reliability
We focus on delivering industry-leading performance as well as quality and service excellence. Even against the background of pandemic operational challenges and volume increases, we succeeded in achieving an overall global on-time delivery quality of above 94 %. In Europe, we were able to provide on-time delivery quality of 95 % to our domestic service customers. Our on-time delivery quality for cross-border service in this region is 85 %.
In the United States, our commitment to quality and reliability continues to win us new business. Our US domestic delivery reliability rate surpassed 94 % in the year under review.
Despite the severe impact of the lockdown restrictions in India, we were able to achieve delivery reliability rate of 93 %. Our overall domestic delivery reliability rate in the Asia Pacific region was 91 % in 2020.