DHL Express Japan Wins 2024 CRM Best Practice Award

• Highly evaluated for improved quality and speed of Kaizen activities, and increased internal attention of customer feedback across functions
  
• Recognized for efforts made in expanding the spectrum of channels to collect the voice of customers (VOC) and checking them in a speedy manner

DHL Express, the world’s leading international express service provider, has received the 2024 CRM Best Practice Award for its VOC collection channel expansion model. The award recognizes companies and organizations that have established positive relationships with their customers and achieved positive results.

The new platform that covers the entire customer journey, and enhances customer satisfaction by improving the quality and speed of Kaizen actions has contributetd to the improved DHL’s services and actions responding to the customer feedback. Collection volume has increased more than 10 times compared to the year of 2023.

Tony Khan, President and Representative Director of DHL Express Japan said, "We listen to our customers and work together to improve the quality of our customer service and our response.  We are very proud to receive the prestigious “CRM Best Practices Award,” which is proof of the successful implementation and deep "Insanely Customer Centric Culture (ICCC)” among our employees.”  

VOC collection channels encompass all points of contact, including phones, websites, online tools, email, and DHL’s social media channels. Despite the large volume of customer queries, DHL shortened the checking cycle from three months to daily. This was done by analyzing customer queries so that customer service employees could respond to urgent requests or sift out duplicated ones. As a result, there was an increase in NPS (Net Promoter Score), one of the customer loyalty indicators. Employee motivation was also increased as they feel more rewarding through daily contact with customer feedback and their further strengthened understanding of our ICCC approach through the sharing of information across all departments.

The award ceremony was held on Wednesday November 6, 2024 at Tokyo American Club in Minato-ku, Tokyo. Fourteen companies and one municipality, including DHL Japan and major telecommunications service companies, received awards at the event.