DHL solution to focus on the after-sales market of the High Tech sector

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DHL Express today announces the launch of its Collect & Return solution across Europe. Designed specifically for the high technology sector, it provides a full end-to-end visibility of transport flows between multiple parties by way of a single dedicated eCom platform.

Selling high value goods such as smartphones and laptops, or high impact goods such as professional printers or measurement equipment, means having an efficient and easy to use process for the handling of after-sales processes makes a real difference to customers in the technology sector.

DHL Collect & Return manages the entire cycle, from the collection of damaged or faulty goods, handling of the international transportation to a designated repair location and returns them back to the end consumer. An integral part to the solution is the specialist and reusable packaging options for laptops and smaller handheld items such as GPS devices.

DHL Collect & Return was supported by leaders in the technology industry

At the core of DHL Collect & Return a web based DHL proprietary application – the Express Logistics Platform (ELP) – ensuring visibility across multiple legs for different users: the customer’s call centre will access ELP to arrange the booking; the designated repair vendor has access to anticipate inward shipments and plan engineering workflows; and DHL Express will access to manage courier movements and prepare the paperwork for reverse flows.

Goods can be tracked across all legs by using an RMA number, defined at the time of booking. Service levels can even be adjusted if this becomes necessary during the repair process.

The new ELP tool offers a bespoke online dashboard that can provide:

• Clarity of goods’ movement within the collect and return process
• A simple to use tool that minimizes training
• Broad coverage allowing goods to be tracked across 12 European countries

The development of DHL Collect & Return was strongly supported by leaders in the technology industry. Companies were looking to shorten the turnaround times for customers across Europe needing a repair and return service.

Gerhard Haeberlein, Director Customer Support and Service at Panasonic Computer Products Europe says: “Panasonic always strives to offer the best service for our customers. Through DHL Collect & Return we can provide our wide European customer base with a rapid turnaround time for repairs and a world class service within agreed service levels. By using a trusted logistics expert like DHL, we can be sure that we receive customer’s electrical items safely, and most importantly, on time.”

DHL Collect & Return is available in a dozen European countries

John Pearson, CEO DHL Express, Europe comments: “DHL Collect & Return provides a seamless solution for high tech companies offering a pan-European after-sales commitment for their own customers. Transit time options provide even more flexibility and the user-friendly web interface ensures transparent and consistent shipment tracking. Customers appreciate our ability to connect many parties in the value chain who are located at various sites in different countries”.

DHL Collect & Return is available in a dozen European countries [United Kingdom, France, Spain, Germany, Netherlands, Belgium, Luxembourg, Czech Republic, Hungary, Sweden, Finland, Italy] with further expansion in coverage and capabilities planned for the rest of 2011.