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DHL Express Brazil ltda

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: DHL Express Brazil LTDA
Company Description: International express deliveries; and other customized logistic services. With a global network in over 220 countries and territories across the globe,DHL is the most international company in the world and can offer solutions for an almost infinite number of logistics needs. DHL Express is part of the world's leading postal and logistics group, Deutsche Post DHL that encompasses three div.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Other Service Industries

Nomination Title: World Cup Deliveries - A Team Working As One

Tell the story about what this nominated team achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:


This year, we had one of the most important events that took place in Brazil - The World Cup. As it might be expected, DHL could not be out of this scenario. Our contribution was crucial by shipping tickets in an operation specially designed, when we delivered tickets for all matches here in Brazil.

This special operation was as great as the event itself, DHL Express Brazil was in charge for monitoring delivery of 36.000 tickets in Brazil and 60.000 tickets worldwide. We had a volume from 4.030 to 6.500 shipments, with our DHL regular transit time, following same DHL procedures, including destinations attended by DHL partners (third party) and also same internal procedures for undeliverable shipments.

A multidisciplinary team was assembled for the development and monitoring of this project, being one dedicated Analyst with two Assistants responsible for monitoring all shipments in real time. Management report was sent in a daily basis to Customer. Besides all of that, process was accompanied by Special Project Manager and dedicated Customer Service Advisors responsible for answering calls and doing proactive tracking and tracing requests.

Following the typical DHL team spirit, this operation could not be different. All of us, working as One, could guarantee results above expectations by delivering 98% of tickets on time with 96% delivered within 4 days, 94% delivered within 5 days and about 84% delivered within 2 days. Results with performance details are attached.

The above results would not have been achieved without involvement and commitment of Customer Contact and Customer Care Team working with dedication, case by case, focused on Customer satisfaction. We counted always with our Operational Support. Following all instructions properly, dealing with exceptions cases and delivery priorities for all clients with special attention.

Despite the fiasco of Brazilian team, this big event left us with good memories for both Brazilians and visitors who have been here.

To emphasize every effort, care and dedication of Brazilian people, including DHL Express employees in charge for this event, we attach herein some testimonies from employees with successful stories about some shipments closely linked to the World Cup. These are cases treated with passion and proactivity of our employees that met the demand for this operation as well as following procedures to ensure the satisfaction of our customers.

We look forward to having another World Cup to bring more successful operation to DHL Express and a different score for Brazilian football! Until next time!!

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