DHL SUPPLY CHAIN UNVEILS ITS LARGEST CONTACT CENTER IN JAPAN

The new Tokyo Contact Centre (TCC) will consolidate customer service offerings, providing customers with one-stop access to information about their warehouse and transport operations

To provide real-time 24/7 support to its customers, DHL Supply Chain, the global market leader in contract logistics solutions announced the opening of its largest contact center in Japan today. Located in the district of Shibuya, the new DHL Supply Chain Tokyo Contact Center (TCC or the Center) will house up to 50 certified experts who can provide critical access to any warehousing and transport solutions information that customers need to make informed decisions about their supply chain operations.

“Customer centricity is at the core of our business and as part of our Strategy 2025 agenda, we are raising the ante to ensure we sustain maximum customer satisfaction. By consolidating our highly trained customer service team into two major call centers across Japan, we are creating a streamlined and standardized process that will ensure a more nimble and efficient customer service department. This is especially critical in situations where our customers are required to adapt their supply chains swiftly,” said Alfred Goh, President & Representative Director, CEO Japan and Korea, DHL Supply Chain.

This latest investment will see DHL Supply Chain consolidate its call centers into two main locations. TCC will serve customers in the eastern part of Japan, whilst the existing Osaka Contact Center in Nanko, Osaka will service clients in the western part. TCC will provide round-the-clock contact service to customers in the service logistics and technology sectors, acting as a hub for all their logistics needs.

”Our investment into this new contact center is crucial for us to provide end-to-end logistics support for our customers,” said Kenichiro Honma, Head of Service Logistics, DHL Supply Chain Japan. “With this set-up, they can now check in real-time the status of their inventory, thereby allowing them to enjoy greater competitive advantage by making data-informed decisions about their supply chain. I am confident that this will lead to overall increase in customer satisfaction as we further enhance our value proposition to our customers.”

Supported by state-of-the-art technology, this new contact center will provide full visibility of operations at warehousing sites across multiple locations so as to track and monitor data and information mapped to Key Performance Indicators (KPIs). The center will also coordinate transport management systems to allow customers to request for changes in transport routes, schedules and modes anytime anywhere.