DHL Global Forwarding rolls out ‘smoother, more efficient’ customer portal
18 May 20243 min read
Summary
- DHL Global Forwarding has unveiled major upgrades to its myDHLi customer portal, focusing on resilience, usability and sustainability. The enhancements are designed to give around 20,000 users improved functionality and more actionable insights across their logistics operations.
- A new Generative AI-powered virtual assistant has been introduced to provide customers with a smoother and more efficient experience. It delivers more personal interactions and concise answers to specific queries such as tracking shipments or finding contacts.
- To improve transparency, the redesigned tracking module allows users to filter shipments by exceptions and view all relevant details on a single screen. DGF has also expanded its GoGreen dashboard, enabling customers to use Sustainable Aviation Fuel to cut emissions by up to 80% and to monitor verified carbon reductions through annual green certificates.
Customers of DHL Global Forwarding (DGF) are set to benefit from a suite of upgrades to its customer portal, myDHLi, the global logistics giant announced during the myDHLi Digital Summit 2024 on Thursday, May 16.
The upgrades, which focused on resilience, usability and sustainability, are expected to enhance the portal’s functionality and provide more actionable insights to approximately 20,000 myDHLi users.
After seeing “remarkable growth” in its virtual assistant, Aida, since its launch in 2019, the forwarding giant introduced a new Generative AI-powered virtual assistant, offering a “much smoother and much more efficient experience” for its customers.
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“The interactions are more personal. It's easier for you to interact with the system. The virtual assistant offers concise answers to your specific questions. It has useful features like tracking a shipment or finding a contact,” DGF CEO Tim Scharwath said during the digital summit.
To respond to such disruptions, DGF redesigned myDHLi’s tracking module, providing more transparency.
It now allows portal users to easily sift through their shipments and filter them by “exceptions," alerting them when a particular shipment encounters irregularities during the process.
Aside from exceptions, the redesigned interface also consolidates other shipment information — including house bills, status, timestamps, and locations — on a single screen, eliminating the need for scrolling through different panels in the portal.
Other module upgrades include improved information filtering on mobile devices and visibility of customs declarations in the shipment details section.
On sustainable initiative
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“At the end of each year, our GoGreen colleagues work with our customers. They check the bigger picture. What they then do is they audit this, verify it, and also issue our customers with the [green] certificate,” DGF Digital Customer Interaction Vice President Matt Davies said.
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