Pan-european rollout of cross-border service "Import-Express-Online"
Customer situation
- paket business operates at low margins
- product management sees cross-border-delivery as differentiating competency
- Import-Express-Services has been born:
- Co-operation of different country organisations necessary
- Original implementation form the US not suited for european multinational backends
Challenges
- Distributed environment: Product management located at Phoenix/Arizona (US), IT-Operations at Praha (CZ), Development in Malysia (MY)
- 26 European countries (P&L responsible) need to get bought in for the new product
- ntegration of country-specific operational procedures (pickup & delivery) as well as local backends required
- Establish an internationationaly accepted charging and compensation model needs to be agreed and implemented
Solution approach
- Analysis of success factors for an EMEA-rollout
- Identification of lead countries and development of a success study.
- Support during development
- Identification of technical gaps and organizing corresponding solutions during rollout
- Design of missing system components for the pan-European rollout
Customer benefit
- Implementation of a prototype in selected countries motivated other countries to participate
- Design of missing system components allows quick resolution of gaps and thus allows the pan European rollout to take place
- Demonstration of benefits, development and design of international acocunting model as well as suitable marketing materials brings countries to the table
- https://www.dhl.de/en/express/versenden/import-express-online.html