DHL Express OSO - An Online Supplies Ordering platform, boosting the speed and effectiveness of a global delivery network
A simple but effective online shopping website designed to facilitate key customer’s interactions with DHL logistic services, keeping them always equipped with the necessary packaging support.
scores in satisfaction surveys
Part of the world's leading logistics company Deutsche Post DHL Group, operating in over 220 countries and territories, DHL Express is a global express network transporting urgent documents and goods reliably and on time from door to door. It’s 100,000 employees provide services to 2.7 million business and private customers worldwide.
One of the most common challenges when providing such services is assuring constant supply to key clients of essential packaging materials such as boxes, envelopes, labels, etc.
It is essential to the operator - especially in international air transportation optimisation - to make sure that packaging used by clients is compliant with operator’s standard quality, sizes and weight requirements.
The operator therefore prefers clients to use standard network supplies instead of random substandard packaging materials.
Initially the ordering of network supplies by DHL Express customers was a process that differed from country to country, sometimes complete manual.
As a result business expressed the need for improvements, with specific business objectives in mind:
- a standard application that streamlines that specific process, whilst helping to better manage and monitor it
- a solution that enhances the customer experience
- simplicity and flexibility of the final application, supporting a relatively simple business process, but on the other hand allowing for country specific differences
Through a process of requirement analysis with the client’s business representatives, we created a fit-for-purpose digital solution in the form of a compact webbased platform, that allows customers to simply order their network supplies and stay informed of the order progress.
Balancing speed and cost-effectiveness we decided that PHP/Postgres tech stack would be our environment of choice.
The development process included:
- development of a product database
- development of an administrator interface allowing for the various administrative tasks (product portfolio maintenance, cyclic orders, reporting, access management, etc.)
- design and development of an easy to use customer interface
- API integration with DHL Express data for authorisation purposes
Benefits and future prospects
There’s nothing more satisfying for a development team than seeing their solution simple, effective and user-friendly enough to gradually spread across new areas and environments.
Several months after the pilot implementation of the platform in the Netherlands it was introduced in five other European countries: France, United Kingdom, Belgium, Finland, and Ireland.
And this is just the beginning. Both in Netherlands and UK customer satisfaction was measured through the DHL Net Promoter Approach (NPA) process, and in both cases OSO achieved high scores.
Based on the positive feedback of the initial version of OSO, both from customers and DHL business owners, it was decided to continue the development of OSO into the next version, capable of being rolled out to many more countries