Home Logistics DHL Express India completely digitising customer engagements, launches new OTP-based delivery service

DHL Express India completely digitising customer engagements, launches new OTP-based delivery service


International express service provider, DHL has announced the launch of its OTP-based non-contact delivery service in India today, making the entity the first to offer this service in the country.

The launch of the non- contact delivery service aims to ensure maximum employee and customer safety, amidst the new normal while enabling free flow or products and swift transactions.

“OTP-based non-contact deliveries leverages digital platforms to reduce the need for contact between customers and couriers, leaving little room for error and also ecologically safe in the long run,” says a DHL Express India statement.

Prior to the pandemic, DHL customers were able to pre-schedule deliveries through the company’s On-Demand Delivery (ODD) online service. However, the pandemic has called for a shift in the way service providers interact with customers.

“The newly introduced non-contact delivery service harnesses the power of DHL’s ODD service and the Global Courier Application Scanners to sync the deliveries with OTPs. The synergy of the two databases provides customers with seamless and touchless cross-border deliveries,” the statement read.

Commenting on this new offering, RS Subramanian, Senior Vice President and Managing Director, DHL Express India said, “The ongoing pandemic has made businesses rethink and re-invent operations. Safety of our employees and customers has always been our top priority, while ensuring business continuity. The launch of non-contact deliveries is a step towards enhancing customer experience, while maintaining safety standards at the time of delivery. It is a win-win for all.”

DHL Express India’s non-contact delivery proposition also aligns perfectly with DPDHL’s net- zero emission 2050 goal. The service diminishes the need for physical paperwork and printer cartridges, in turn reducing the company’s carbon footprint.

The company also recently conducted a week-long specialised and intensive Learning and Development program to train and familiarise its frontline and customer-facing teams with this new service.

Talking about the implementation, Manish Patel, Vice President, Operations, DHL Express India said, “The launch of non-contact delivery is in line with our ‘People First, Safety First’ approach. We specifically upgraded our systems in India to include OTP based features, so we could best serve our customers whilst ensuring safety of our frontline personnel.”

Prasad Dhumal, Vice President for IT, DHL Express India added, “While digitalisation and virtual means of engagement have always been focuses of DPDHL Group, the pandemic has driven us to accelerate our adoption of digital technologies. In line with this, we at DHL Express India managed to fulfil every regulatory requirement and make this technologically advanced service available to our customers in a record time.”



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