DHL Asia Pacific meets COVID challenges with tech

Maintains its 2025 digital transformation strategy, despite pandemic.

Global logistics company DHL Asia Pacific was recently awarded the IDC the 2020 Special Award for Resiliency at this year’s IDC Digital Transformation Awards (DX Awards).

DHL Express’ digital transformation program was selected from over 1,200 entries received from organizations across Asia Pacific.

The company was recognised for the quick deployment of its business continuity plans, which included the transition of more than 6,000 employees from across the region to work from home seamlessly, without significant impact to operations and DHL’s customer promise, said Jimmy Yeoh, CIO at DHL Express Asia Pacific.

“The pandemic provided an opportunity for DHL Express to accelerate the adoption of technologies like live chat and digital assistants, which helped to maintain excellent customer service levels despite the surge in customer queries,” he said.

According to DHL Express Asia Pacific CEO, Ken Lee, the company’s digital transformation investments and efforts have played an important role in ensuring resilience.

“The dedication and ingenuity of our people through this challenging period cannot be understated,” he said. “Our teams across the region have come together with a Can-Do spirit to adapt to adverse situations and we would not be in such a strong position today without their resilient spirit”.

Lee noted the company is on the right track with its Strategy 2025, which was announced in February this year, before the COVID-19 global shutdown.

At the centre of its Strategy 2025, DHL Express focusses on ‘e-commerce’ as a growth driver and ‘efficiency’ for further increasing its profit. With a payload capacity of 102 tons and a range of 9,200 km, the B777F has the largest capacity and range of all twin-engine freighter aircraft. They are also more fuel-efficient, reliable than older planes and reducing CO2 emissions by 18 per cent. DHL Express operates over 260 dedicated aircraft with 17 partner airlines on over 3.000 daily flights across 220 countries and territories.

According to Lee this will mean DHL will continue to invest in and employ innovative solutions and technologies to meet the growing demands of cross-border e-commerce and the demand for fast and reliable express deliveries.

Early this month, DHL announced the launch of four new state-of-the-art storage facilities around Australia. The healthcare-grade facilities will store and manage inventory of pharmaceuticals, medical devices, vaccines, animal health, diagnostics, and consumer health products, to support increasing demand for these products.

DHL Supply Chain will also invest in a new multi-million dollar transport management system and national control tower, to support more efficient consignment planning and offer customers greater visibility of their deliveries. This builds on its existing industry-leading transport solutions.

Further plans are underway to introduce a cold chain automation picking and packing solution which will drive compliant, and efficient processes to safeguard future demands of the industry in the growing segment of pharmaceutical supply. This project will be one of the first of its kind in Australia, based in New South Wales.


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