Last week, Wehkamp extended the current agreement with DHL eCommerce by 3 years. In 1988, more than thirty years ago, the logistics company and the online shop signed their first contract. Focus on customer, improvement and innovation are the joint drivers and this results in a significant increase in customer satisfaction.
In recent years, Wehkamp and DHL have taken major steps in improving service and customer focus. For example, they achieved an NPS increase of 20% in the past year and a half. Customers most appreciate the fast delivery (ordered today before 23:59, delivered tomorrow), the time slots that Wehkamp customers can choose from free of charge and the easy choice for delivery to a DHL ServicePoint, locker or neighborhood point. The free delivery on Saturday and delivery on Monday or in the evening are also highly appreciated. Because the processes are optimally coordinated, Wehkamp can also guarantee its high level of service at peak times such as Black Friday, Christmas and Wannahave Days.
Increasingly sustainable
Maarten Tibosch, COO at Wehkamp: "DHL is an important logistics partner for us. Together we not only work on the best logistics service for our customers, but we also try to do things smarter and therefore more sustainable every day. For example, we recently had the idea to increase the roll containers, so that trucks can be loaded even more efficiently. It's great that this is actually being realized. One of the sustainable steps we have taken together."
Future plans
On a daily basis there is contact between DHL and Wehkamp, to look together at the needs of the Wehkamp customer and how to meet them even better. This is how evening delivery, Monday delivery and the sharp increase in the number of DHL ServicePoints have arisen.
DHL and Wehkamp will also test narrower time slots. In the coming period, tests will be carried out with periods of two hours, where the customer can still choose from a period of four hours. The customer wants more and more influence on the delivery of her package. That is why Wehkamp has been giving its customers the opportunity to adjust the place and time of delivery after ordering. This can easily be done online, in 'my wehkamp'. Wouter van Benten, CEO at DHL eCommerce: "We are both frontrunners in e-commerce and in our collaboration we continuously challenge each other to come up with innovative delivery solutions."
