When Adrian Dalsey, Larry Hillblom, and Robert Lynn founded DHL in 1969, they didn’t know they would revolutionize the world of logistics. Today, DHL is the world’s leading logistics company. 380,000 people in over 220 countries and territories work every day to help you cross borders, reach new markets, and grow your business. Or simply send a letter to your loved ones.

The Lowdown

Besides the necessity to fast track the detail capturing process of customers needing to send and receive parcels, DHL was faced with in-store customer restrictions due to Covid 19. This meant long, uncomfortable, inconvenient wait times for customers, often outdoors due to the nature of DHL’s outlets.

Service Systems swiftly implemented a visitor management screening solution for contact tracing purposes as well as a cloud-based queue management system that gives waiting customers the opportunity to capture all the necessary details relating to the reason for their visit. Customers can then wait in the comfort of their vehicle while they wait to be notified by SMS when a staff member is available to assist. Staff have access to all the customers’ details before they reach the counter which speeds up the transaction dramatically. Customers are then able to rate their experience via a web link sent to them via SMS

dhl

Visitors are prompted with a few Covid-19 related questions to evaluate the risk they pose to the facility. Should a visitor fail the screening process they will not gain access to the facility for 14 days. Should a visitor pose no risk they will gain access to the facility and continue their reason for the visit.

Visitors are presented with their services on a self-service kiosk. They are then prompted to provide details relating to their visit to join the queue.

Visitors are kept informed of the queue status on screens in the waiting area and receive personalized text messages on their mobile phone, giving them the opportunity to better utilize their waiting time.

Armed with information about their next visitor, staff can add a personal touch by greeting their visitor by name. The system will provide additional information about the visitor, including how long they have been waiting to be assisted and any other pertinent information that was captured when they joined the queue.

dhl
dhl

Tellus.io Customer Feedback

Once the visitor has ended their transaction with the staff member, they will receive a final SMS notification thanking them for their visit along with a link to rate their experience via their smartphone. This information is immediately sent to the relevant management for a swift response should it be required.

Overall Improvements & Benefits

By implementing the various solutions Visit Ninja have to offer, DHL is able to responsibly manage Covid screening for both their staff and customers safety, improve their customers waiting and transaction experience by implementing the cloud queue management system and lastly giving their customers the ability to provide valuable feedback on their experience.