From Proven Success to Unstoppable Progress

DHL Express Ecuador is the leading company in the logistics market in Ecuador, with a share of over 70% of the national market. It was founded in 1982, employs 237 people.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

DHL Express, established in the United States in 1969, expanded it`s global service network by the late 1970s. Today, we transported around 276 million shipments worldwide in 2024. We estimate our global market share at around 43% based on a survey from 2021. In the last years, DHL has successfully implemented a fully electric fleet and a photovoltaic plant, resulting in significant environmental benefits. DHL aims for net-zero emissions by 2050, increasing sustainable fuels, electric vehicles, climate-neutral buildings, and offering customers eco-friendly solutions to improve service and sustainability.

Our Customer Care team comprises five advisors and four Key Account Advisors (KADs), all dedicated to successful Service Recovery. We place customers at the core of our operations, aligning with DHL's vision to "Connect People, Improve Lives." Our commitment is to deliver exceptional customer experiences with passion, as one, speed, right first time, ensuring we meet our customer promises promptly and accurately.

Since 2013, our Customer Care Team in Ecuador has actively participated in the Stevie Awards, achieving notable success. We have been honored with 5 Bronze, 3 Silver, and 3 Gold awards. Our most recent award is the Gold Award in 2025

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

The parameters established by DHL Express in response to global KPIs (Key Performance Indicators), establish the following times to handle and resolve customers' requirements: KPI'S:

Trace Resolution Rate: 70% Of the Traces Resolved Within 3 Days. Claims Resolution Rate: 80% Of the Claims Resolved Before 10 Days

Complaints Resolution Rate: 75% of the Complaints resolved within 5 days.

On-Time Email Response: 90% of email answer to a customer, first manual response within 8 businesses/hours.

On-Time Chat Response: 90% of answer on time the chat channel, first manual response within 60 seconds.

Abandoned Chat-Rate: 1.50% requirements related to answering the chat channel, chats abandoned after 60 seconds.

Customer Experience: Greater than or equal to 90% in monthly quality evaluations. Business Process: Greater than or equal to 90% in monthly quality evaluations.

On time customer call Back: Greater than or equal to 90% of activities completed on time. Network activities replied on-time: 75% Responses within 4 hours.

Trace Exception: 10% Traces opened more than 5 days.

Complaints Exception: 5%Complaints opened for more than 10 days. Claims Exception: 5% Claim opened more than 15 days.

Below, we present our results table, which shows that our team has managed to stay above the KPI. and with annual growth that strives to excellence.

Refer to: PDF nomination pag. 47 to 50

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Center Of Excellence (COE) represents a worldwide, internal Customer Service certification initiative. As Customer Service team, we achieved the COE Certification in 2023 due to our excellent results and high-quality service. We obtained a score of 92.7% during the certification process.

In June of 2024, we would like to highlight that as Customer Service Department we were evaluated in a certification called MOCK by the Regional Department and achieved a score of 94%, regarding our processes and great customer service quality experience we provide in each interaction.

Ecuador began to lead the CSA certification after 2024 and the 1st in Center and South America to join the distinguished list of countries with COE certification. Achieving COE is an indication that a Customer Service Center has mastered and demonstrated a high level of competency in managing its operations through highly motivated people. Consequently, supervisors and Staff from Ecuador have been asked to support other countries in the region in their efforts to achieve COE certification.

In 2024 to deliver outstanding customer experiences, ensuring every one of the 66 million interactions was Knowledgeable, Polite, and Helpful. We adopted technological processes to enhance the area´s performance, which in turn led to improved service quality and a better customer experience.

Thanks to our collective effort, Ecuador achieved outstanding results: 95% in Business Process and Quality compared to Central and South Americas, 100% in the Employee Opinion Survey, and recognition as a 100% Great Place to Work in 2025.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Dear Judges, the attached PDF contains supporting documents that highlight our dedication to excellence, going beyond standard KPI compliance.

As an introduction, we provide a brief overview of our internal organization, our team, our guidelines, and our participation in the Stevie Awards over the years. We implemented programs and processes that support us in achieving and maintaining Service Excellence, such as the VOICE - Insanely Customer Centric Culture (ICCC), the Empowerment Tool, our customer contact methods like the Straight to the Top process, and our claims and complaints handling process.

We have also developed and enhanced our electronic tools to provide a better employee experience, such as the Proactive Performance Management Tool (PPMT), and to deliver great customer service, we are enhancing the CIS CS Academy platform, this approach offers helpful training and resources that boost skills and knowledge, making sure employees are well-prepared Through the Multi-Channel Tool (MCT), we ensure a timely response to customers and include a Live Chat feature for our Key Account Customers. This approach enables us to keep our customers connected through our digital channels and allows them to rate our service after each interaction and our flower shipping program B2C.

With this presentation, we want to show how the DHL Express Ecuador Customer Care team works to improve the customer experience through continuous improvement and the use of tools and resources that help our teams respond to customer needs effectively, while delivering high-quality service and satisfaction.