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DHL Global Mail Delivers Worldwide Customer Service Excellence With Salesforce.com
Salesforce.com, provider of on-demand customer relationship management (CRM), is expanding its already successful relationship with DHL Global Mail. The solutions-provider for the international dispatch and delivery of business post, parcels, direct marketing and press mailing will now use Salesforce.com as its global strategic CRM platform.
"Thanks to Salesforce.com, we were able to focus immediately on our number one priority: The needs of our customers," said Uwe Zahn, who is responsible for the planning and implementation of the system at DHL Global Mail. "Traditional solutions would have required much more implementation time. Salesforce.com provides us with a consistent solution on an international basis, which strategically is a significant move forward."
As part of the Mail International division within Deutsche Post AG, DHL Global Mail is one of the 13,900 companies of all sizes that comprised the Salesforce.com customer base as of Jan. 31, 2005. DHL Global Mail is regarded by its customers as a quality leader in mail logistics and a preferred partner for solutions spanning the entire mail delivery process. DHL Global Mail wanted a CRM solution which could scale to mirror its robust global network, providing it with a single view of customer activity across the globe.
DHL Global Mail embarked on a series of workshops to define requirements, and after positive user feedback in Europe and extensive tests in Asia which highlighted Salesforce.com's cost-effectiveness and adaptability, it extended the use of its existing Salesforce.com system to cover its international network. Salesforce.com scaled quickly and was rolled out globally across the sales, marketing and customer service teams well within DHL Global Mail's six-month timeframe. It was also fully integrated with existing SAP and Cognos systems to ensure all business information was centrally available.
Salesforce.com delivered some key requirements to guarantee the success of the project and gain user acceptance -- intensive training, the reliable execution of data import from other previous sales systems and the efficient provision of integration to DHL Global Mail's other basic systems.
"DHL Global Mail has established itself as a worldwide leader for international mail solutions," said Steve Garnett, SVP and general manager EMEA at Salesforce.com. "As the company continues to grow, an integrated approach to CRM worldwide and a single, 360 degree view of the customer regardless of geographic location was urgently required. This investment will undoubtedly support DHL Global Mail's long-term strategic goal to be the no. 1 mail supplier on a worldwide level."
DHL Global Mail's Bonn, Germany subsidiary conducted their German rollout in January 2004. The US subsidiaries conducted their roll-out in 2003. 02.03.2005, Salesforce.com
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