Improved Governance and Process Effectiveness
Project Overview
As one of the most globally recognized brands, DHL continues to revolutionize logistics for the connected age. Every day, the leading shipping and logistics company delivers thousands of parcels to over 200 countries worldwide. To maintain this mass operation, DHL turned to a partner capable of enhancing its collection efficiencies and workflow management amid heightened customer needs.
- Services
- Transformation
- Business Process Transformation
- Industry
- Travel and Hospitality
Global Presence
1+ Countries
and territories served
Revolutionizing Logistics
1B Parcels
delivered per year
Staying Connected in a Digital World
1% Payments
received online
DHL is the world’s largest logistics company operating around the world for over 45 years. As part of its continued growth, the DHL-Sutherland partnership is built off a shared commitment to forward-thinking business process transformation, and one that continues to evolve with heightened customer needs.
The Outcome
Annualized collections have increased from $1 million to $22 million with a team that has only doubled in size. Our collaborative one-team approach has resulted in better governance and improved process effectiveness.
Collaborating for success
Volume growth managed through Sutherland technology
Redefining efficiencies
Remittance received through enhanced chasing process
Business transformation
Collection efficiency and PTP success rate improved to
“The partnership with Sutherland has enabled us to become more profitable, with more cash collected and write-offs reduced and, most importantly, improved the customer experience.”
James Paul - Technical Director
30+ years of work.
For over 30 years, we’ve worked closely with organizations that care deeply about the customer experience, including 120+ of the Fortune 1000 and global leaders in almost every major industry.
Reimagined smart home customer support.
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