DHL E-Commerce Way to Expand its Business

Written by Noor Zahra Zamalik


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The post and parcel industry is undergoing a revolution especially when e-commerce has been introduced in the business sector and change the way DHL thinks and acts. Basically, e-commerce is the process of dealing with customer to buy and sell goods via internet and the transactions involved business-to-business, business-to-consumer, consumer-to-consumer or consumer-to-business. As such, DHL e-commerce is adapting its systems away from business-to-business, to cope with the new consumer-driven environment. DHL e-commerce is one of the divisions operated under DHL Group.

In Malaysia, DHL e-commerce is one of the largest postal and service providers and its hub is located in Puchong, Selangor. The process chain includes domestic delivery within Malaysia and cross border delivery in the international. DHL e-commerce has penetrated its market across the globe such as China, Japan, South Korea, Russia, United Kingdom, United States, Germany, France, Canada, Australia, India and Brazil. The division is led by Malcolm Monteiro, Regional CEO Asia-Pacific, Thomas Schlickenrieder, VP Operations, Gerard Anthony Leonardo St. Maria, Managing Director, Lee Ai Kuoh, Head of Operation and Charles Brewer, Chief Executive Officer.

DHL e-commerce aims to become a leader in global e-commerce logistics activities focusing on three areas: cross border delivery, domestic delivery and fulfillment. Besides, the company also aim to make the cross border shipping simple and affordable and deliver the smile in the last mile while provide a global fulfillment network connecting customers with their products and services. Due to achieve its objectives, it has established the central distribution hub that operated in Puchong as well as as well as depots in Penang, Johor Bahru, Cheras and Puchong. Besides, DHL e-commerce promises the next-day deliveries within selected areas whilst outside aforementioned area will be delivered within two to four days across other areas of West and East Malaysia. According to Charles Brewer, DHL e-commerce is a game changer and it is purely B2C operator and understands what e-commerce is trying to achieve to its customer. Thus, the division is looking to expand its business operation by focusing on the SME’s by establishing one stop e-business resource for SME’s as well as looking into transforming Malaysia into regional fulfillment hub and reduce border clearance lead times for parcels for the purpose of efficiency delivery.

DHL e-commerce provides a range of cross border shipping services that cover more than 220 countries and territories around the globe. It also provides end-to-end domestic delivery solutions such as pick-up services, track and trace, reverse logistics, cash on delivery with daily remittance and call center capabilities to reach its customers with regards to delivery services within Malaysia. It aims to give best-in-class domestic delivery with quick, predictive and secure delivery. Apart from that, DHL provides solution to every problem encountered and believe that it is part to increase its productivity. Thus, it has invested B747 freighter service that provides reliable uplift between Asia, US and Europe as a solution of tightening freight capacity during peak season.

Besides, DHL announces to grow its e-commerce in China by over 50% as online retail and the corresponding demand for logistic solutions. DHL also invested in technology to improve processes and have better communication in management and operation of the division. For instance, it has established a relationship with logistics management solution, FarEye that creates a system for the operation of the delivery. DHL believes that in order to increase their productivity, they can’t stand alone and need to collaborate with other existing and well-established companies to ensure their operation is running efficiently. They also trust that innovation can take place in the area of product and services, business models, technology and processes can change for betterment of the organization and industry.



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