DHL, the world’s leading express services and logistics company, inaugurates today one of the industry’s most advanced gateways in Latin America ’ located in the customs area of Mexico City’s International Airport ’ and a customer service call center. The 6.2 million dollar facilities were designed using state-of-the-art technology that significantly increases the company’s operational capacity and strengthens its domestic and international network to enable trade with the United States, Europe, Latin America and the rest of the world. Celebrating 30 years since DHL Express was founded in Mexico, the opening of these centers is part of a 5-year strategic investment plan of 112 million dollars.
Using the most advanced technology and automated systems, DHL’s Gateway is the first smart gateway in Mexico and the only one with the ability to inspect 100% of all importing shipments using an advanced X-ray system. The new center was designed to optimize processes that result in increased handling capacity of 100,000 shipments per month, representing an increase of 300% in its operating capacity.
‘Investing in expanding our operating centers reinforces the fact that DHL facilitates trade to the United States and the rest of the world like no one else. We are the only express service company with a truly international footprint and these investments further strengthen our intra-regional and inter-continental network,’ said Roger Crook, CEO of DHL Express International Americas during the opening ceremonies. ‘Our commitment to the region remains strong and, although we realize the current challenges in the global economy, it is important for DHL to foster and establish a solid base that will enable commercial trade in the region today, tomorrow and in the future.’
The new customer service call center, located within DHL’ main hub in Mexico City, is designed to provide customers with industry-leading service. As one of the company’s largest and most sophisticated centers in Latin America, the contact center handles over 18,000 daily calls and provides proactive tracking to over 40,000 shipments. Nearly 93% of the incoming calls are answered in less than 15 seconds, minimizing any wait time.
‘These important investments enable us to respond quickly and effectively to the rising commercial activity in Mexico, not only domestically and with our US neighbor but also with the rest of Latin America, Europe and Asia,’ added Luis Era’a, General Manager, DHL Express Mexico. ‘The opening of these two facilities places us at the forefront of our competitive industry and, most importantly, provides us with a solid foundation to provide the best service and response time to our customers.’
With daily international flights arriving from the United States, Europe and Central and South America, the new Gateway boasts a mechanized system to sort packages and state-of-the-art equipment to automatically classify pieces according to their declared value, optimizing custom clearance processes and enabling increased productivity. In addition, the gateway has the strictest security controls, including 20 CCTV cameras to monitor the facilities and shipments held in storage 24/7. It also has installed specific cameras that maintain DHL directly linked with customs authorities and access control equipment to monitor the entry and exit of personnel and merchandise.
The 2,600 m2 state-of-the-art Gateway is built over a 1,323 m2 surface area in two levels, increasing the operating area over the installed capacity by 80%. This expansion represents a greater capacity to simultaneously unload up to three air shipment containers at a rate of approximately 1,500 pieces per hour.
The expansion of the customer service call center increased stations and agents to 400, 103% more than the previous customer service capacity. Located inside the DHL Hangares Hub, the new 2,430 m2 center uses advanced technology to guarantee optimal customer service including advanced IT systems, specialized customer service software and customized areas for the