DHL Express’ overarching aim was to standardise global policies and processes.
Standardisation would be based on defining a core model and process template. The template would determine how systems could be configured and how processes would be run globally, though some adaptations would be necessary to comply with local regulations in certain countries.
As well as standardising invoice processing, DHL also needed to be able to create standardised reporting on KPIs. Previously, this was a time-consuming process that involved gathering relevant information from all workflow systems.
How Basware helped DHL globally reduce team workloads and simplify reporting
With its global presence, multi-ERP solution and proven track record at DHL, Basware was chosen as the best tool to globalise DHL’s P2P process, including invoice automation.
At the end of 2014, DHL began rolling out Basware AP for DHL Express in two pilot locations, Singapore and Taiwan, with a view to continuing implementation in phases throughout around 100-120 countries. With agreed configuration established and a set of best practices instituted the rollout was quickly expanded to additional locations. Since then, DHL has successfully implemented Basware in 50 countries, with anywhere between two and six more countries being switched over each month.
Working together for three years, it’s rolling out smoothly. That’s key to success – working with people who are there from the beginning and understand the product very well. It sometimes feels like one team. Gabrielle Philippens, BPO Consultant, DHL
With the process being repeated again and again, the transitions in each country are proving to be smooth, efficient, and always delivered on time. They’re also often completed hand-in-hand with ERP upgrades, which reduces down-time and further streamlines efficiency.
When it comes to implementation, the DHL team has learned some valuable lessons through its phased approach. Keeping scope creep at bay is key when it comes to timely implementation and maintaining a global standard. DHL put in place a global scope that they have been careful not to deviate from for each country. Changes are deemed necessary if they are a legal requirement or have a strong business case to support them.