CUSTOMER JOURNEY

Message, Approach ,Plan

June 2021
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Digitalization Booklet
Purpose of this document

The aim of the Digitalization Booklet is to provide you a brief overview on DGF’s
digitalization efforts and prepare you to talk confidently about digitalization with your
customers.

We have therefore split the Booklet in two separate parts:

1 Active selling: Digital tools for our customers

• An overview and outlook on myDHLi and API/ EDI as topics that touch all customers
and Sales teams.
• Call to action: Stay on top of new developments coming up and share them with
customers upon availability. Note that for each myDHLi topic there are separate,
more detailed Sales materials available on The Sales Exchange as well.
The Booklet is just to give a brief internal overview.

2 General digitalization topics and how DGF is making use of technology

• Call to action: Prepare yourself to confidently speak about these topics when you are
asked by your customers. Even though, there are currently no specific DGF offerings
for customers available, we as DGF are using or exploring these technologies and
their use cases. Familiarize yourself with the topics and engage with DGF experts as
you see fit.
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The Message

We are adopting a digital approach to customer satisfaction.

At DGF, we aim to provide what our customers need through engagement and support with our digital tools. Each stage of the customer satisfaction process has digital capabilities
to optimize customer experience.

What is the aim?

To communicate the digital customer experience, by focusing on the main digital solutions in the end to end customer journey.

What are the digital tools ?

• ONLINE QUOTATION TOOL ( mYDHLI Quote and Book)

• MDHLI
• ELECTRONIC DOCUMENT MANAGEMENT ( EDM )
• APPLICATION PROGRAMMING INTERFACES (API)
• ELECTRONIC DOCUMENT INTERFACES (EDI)

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Our Vision is for customers to interact with us digitally, seamlessly and from end-to-end

End-to-end customer journey

Search, find, Quote: Book: Documents: Track: Analytics: Invoice &

register: Market & Single Document Full shipment Spend, Payment:
Digital contract rates shipment, upload, visibility, Volume, E-invoicing,
marketing & multiple storage & alerts & Service E-collection
(self-) shipment search notifications, quality, services,
registration upload scheduled Customs online
data extracts activity, payment
Detailed data

Claims & Complaints Ticket creation & resolution

Support Digital customer service, web chat

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Digital Tools And Customer Benefits

ONLINE
QUOTATION
(myDHLI Get a quotation and Book your Real time shipment visibility and
QUOTE &
BOOK) shipment reports
DHLi quote and book API’s and EDI’s

DIGITAL API’s
EDM CUSTOME
R TOOLS EDI’s MYDHLI

Paperless document management,

myDHLi storage and distribution Reporting
EDM

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Why do we need MyDHL interactive (myDHLi)

DHL Interactive is our leading customer interaction system and should be part
of every customer offer

• On line presence
• Automate operation process
• Improve visibility
• User friendly

my DHLi covers all shipping needs, including Air, Ocean, Road and Rail.
The Customer facing platform is Easy to use , Fast and accurate information at all times, Full visibility over your shipments, Seamless collaboration with your colleagues, customers
and partners with FOLLOW + SHARE and notifications

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MyDHLi Capabilties

• Direct access to getting a quotation from the landing page

Quotation

• Quick, secure online booking

Booking
• Templates for future shipments

• Close to real-time visibility of shipments’ status on one page

Tracking • Configure status updates and receive alerts for critical events

• Generate customized, scheduled shipment up to one year of history

Reporting • Overview of volume and spend data with DHL

• Create folders and store customer specific documents, e.g. SOP, Contracts
Document • DHL Customer Reporting can be enabled for overview of volume and spend
Repository

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APIs

API BENEFITS APIs SOLUTIONS TO CUSTOMERS

Speed Accuracy  Shipment Booking API

Instant bookings: API requests
are received & processed
quickly, because the reduced
manual effort boosts our
productivity.
Tracking
Real-time status update: Its easy for
your Customer to follow their
shipment’s journey, get notifications
and access its complete shipment
progress
on demand.
Less manual data entry brings You can send us your Air or Ocean Freight booking requests via
you the confidence that your API. This flows directly into our TMS system, ready for our
Customer instructions are Ops staff to start processing the request.
reflected faithfully, without
human error. validation
 Shipment Status API
You can request the latest status of your shipment.
This API enables you to quickly gather DHL’s shipping
information and display it in your company’s application or
portal.
Ecology
The financial and environmental
cost of printing and archiving is
 Shipment Track API
reduced. #GoGreen You can request a full tracking update and we will provide you
the entire tracking history of the shipment.

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Other Customer Solutions

myDHLi Quote & Book service enables customers to quickly generate a competitive quote
for:
• Air Freight general cargo up to 2,000kg per shipment
• Ocean freight LCL up to 10,000kg/ 20cbm per shipment
• Quotations can be compared and shipments can be immediately booked online
• With myDHLi Quote & Book prospects/ customers can quote and book, pre-paid, collect and cross-trade shipments, from a computer or any mobile device.

3 EDM – Electronic Document Management System supports the customer journey by :

• Sending Pre alerts to customers based on milestones
• Sending shipment documents to customers automatically based on trigger points from CW1
• Capture of all shipment related documents
• Provides messaging options to notify customers (via email with document attachments)
• Standard interface to customer facing tools like DHLi (to display documents to customers)

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MATERIALS

1. Direct to Customer 2. Social Media Campaign

Channel: Email and in person presentation Channel : LinkedIn , Facebook, Instagram
Items : Customer journey poster, MyDHLi Items: Posters, Flyers, Infographic video

MATERIAL QUANTITY OUTPUT TO: CHANNEL LANGUAGES

Customer journey poster 1 standard Direct to Customer Email, LinkedIn,Instagram, English
Social Media Facebook Arabic

Customer journey infographic 1 standard Social Media Customer presentations English

LinkedIn Arabic

MyDHLi benefits poster 1 standard Direct to Customer English

Social Media Arabic

Customer digital tools poster 1 standard Direct to customer English

Social media Arabic

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myDHLi
YOUR ONE-STOP PORTAL
TO EXCELLENCE IN DIGITAL
TRANSPORT LOGISTICS.

COMING
SOON

QUOTE + BOOK TRACK DOCUMENTS ANALYTICS REPORTS

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What you need to know about

myDHLi
What it is
• One-stop customer portal for digital logistics for full
shipment visibility and control in one platform
• myDHLi integrates services along the whole shipment
lifecycle, from Quote + Book, via Track and Documents up to
Analytics and Reporting, to provide our customers with end-to-
end informa-tion on all their transportation
• Self-service tool: Customers can easily follow and share
shipment information with their trading partners to keep
them informed – anytime and anywhere
How to get started
How do customers benefit from it
Covering all customers’ shipping needs across all modes of transport:
• Easy to use
• Fast and accurate information at all times
• Full visibility over shipments
• Seamless collaboration with colleagues, end customers and
partners with FOLLOW + SHARE and notifications
• Reduction of logistics costs through increased transparency and
more efficient management of shipments
How does it look
Use case
• Customers who want to manage freight rates, offers, transport
modes and carbon emissions of all their shipments online on
one fully integrated platform
• It ensures that customers have all relevant information at hand, 24/7
and in near real-time
• Customers who wish to quote, book and track their shipments
online, as well as manage documents, generate reports and
analyze their business
• A collaboration platform that simplifies communica-tion along
the supply chain to exchange information with colleagues and
partners

• Learn more in the myDHLi introduction eLearning course.

You can find it on mytalentworld
• Make us of our demo role: app.myDHLi.com
• Further material is available on Sales Exchange

Contact

• Regional myDHLi leads:

‒ AMER: Daniel.Maloney@dhl.com
‒ MEA: Angelo.Coutinho@dhl.com
‒ APAC: Tom.Segers@dhl.com
‒ EURO: Cristina.Bento@dhl.com, PeterAkos.Nagy@dhl.com

• Country myDHLi leads

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What you need to know about

API (Application Programming Interface)

What it is How do customers benefit from it Use case

• Shipment status, tracking and booking APIs enable
customers to quickly extend their systems with DGFs
shipment status information as well as sending their
transportation booking to DGF
 across Air and Ocean shipments
• No implementation project with DGF is needed.
Developers can register, try and start immediately
• Auto-registration allows to use the APIs immediately for up
to 50 status calls per day
• Near to real-time shipment visibility @ customer site:
embed DGF shipment visibility and booking in their application
or portal
• Search for shipment status with DGFs house bill or with
customer reference: works with flexible search criteria
• Get full shipment tracking information: shipment tracking
including all historic timestamps available in API format
• Implementation speed: we’ve seen people getting ready to
use it in their application within hours
• Customers who want to check the DGF shipment status
frequently or want to send electronic bookings without
switching between portals or screens, but integrated in their
application
• Visibility platforms that provide status information across
multiple customers and shippers
• Applications that receive customer bookings
• Not for tracking or sending parcels
• Only for Business (B2B) customers shipping with DGF

How to get started How does it look

• The developer portal describes the steps to get started here:
https://developer.dhl.com/dgff
• Try now! Button allows to learn as you do
• Easy self-register with valid email

Contact

• dgf.apisupport@dhl.com for API support

• ispadg@dhl.com for change requests

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Overview of different options

API vs. EDI

API is our standard software-to-software interface acts as the “messenger” to facilitate real-time sharing of data with
our customers. It quickly moves data between one system and another, enabling devices to speak to each other in real
time. It is the newcomer to information exchange.
EDI is a fully customizable option that allows customers to seamlessly transfer shipping data using their in-house
tools.
We work with the customer’s IT department or third party resource to integrate our business processes with their
operating system. API EDI

Our preferred
technology
• Benefits: Speed, Accuracy, Tracking & Ecology
• DGF‘s API Service: Shipment Booking API, Shipment Status API &
Shipment Track API
• Integrates all types of Deutsche Post DHL shipments (e.g.
eCommerce, Express, Freight, Letter, Parcel, DGF etc.)
• EDI emerged during the 1970’s (it is a long-time industry standard due
to its security and reliability)
• We recommend this solution for high volume shippers in need of
advanced customization
• Mature solution & implementation: implemented industry standard and
proprietary messaging that brings substantial savings

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