Read about how DHL-Israel improved its customer service by providing customers with online bill-monitoring services, such as report production and certified copy printouts. This solution was so successful that other DHL worldwide sites are also interested in implementing it.

BACKGROUND

DHL is the world leader in express delivery, land transport, and sea and air delivery. The company offers a wide variety of solutions - from quick document delivery to supply chain management.

THE CHALLENGE

DHL seeks to minimize the number of problem reports directed to the company's customer service center, to improve the service provided to its customers, and to save on staffing expenses. Enabling invoice tracking through the Internet, such as invoices not yet delivered, and other services that shorten client waiting time, ultimately saves service-center representative time.

THE SOLUTION

eWave developed a self service system based on DHL-Israel's systems that were formerly provided to a small number of self service clients. The system provides the company's clients access to overlook UN yet delivered invoices, view cargo bills, generate monthly activity reports, print certified copies printouts, convert data to Excel files, and pay online via credit cards.

DHL-Israel Self-service System

THE RESULTS

The application went live at the end of 2004 and quickly met the major goals established for the system. Since then, the system was enhanced and went through an invoice design transformation. A new price list module was added for customers to view their price lists, and for salespeople to view of their territory price lists.