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Press Release: Tokyo 12/20/2018

DHL Express, the world’s leading international express services provider, announced it has won the 2018 Customer-Centric Relationship Management (CRM) Best Practice Award by the CRM Association and the Leader of the Year award at the Contact Center Awards 2018 by RIC Telecom’s Computer Telephony editorial department with the support of e-Partners, Inc. 

The only logistics company to receive the 2018 CRM Best Practice Award, DHL Express was recognized for successfully raising the quality of customer engagement and driving an increase in customer satisfaction. The customer support function (Key Account Support team) had strengthened its service quality and relationship with customers by assigning managers to key customers, who benefitted from a dedicated customer service contact who worked closely with their sales representative to take care of all their international express service needs. 

One of six winners at this year’s Leader of the Year award, Toshiharu Yamaguchi, Customer Care Deputy Manager, was recognized for leading a multi-initiative revamp in processes to boost the customer service team’s capabilities in managing customers’ requests and resolving feedback. The company has received this award, which honors individuals for their leadership in the improvement and innovation of contact centers, for the fifth consecutive year.

"As the global leader in the international express services industry, DHL Express embraces a culture for continuous improvement as we remain committed to achieving the highest level of service quality that our customers have come to expect," said Taketo Yamakawa, President and Representative Director, DHL Express Japan. “We are honored to win both awards in the group and individual categories, a strong affirmation of our consistent efforts to better understand and meet our customers’ requirements, and improving customer satisfaction."

DHL Express has received eight Contact Center Awards to date; which includes the Productivity award in 2005, the Gold award and Profit award in 2006, the Silver award and Productivity award in 2007, the "Best on People Management" award in 2012 and 2014, and the Operations award in 2015; and six Best Customer Support awards by the Japan Institute of Information Technology since 2007.