EFSS at your service

Even after 6 months in the most international company, there are still new departments and services to discover. Last Friday we were invited in Maastricht at the EFSS (european Shared Services Center)

Customer Satisfaction

DHL achieves customer satisfaction through to a strong team commitment that provides professional services.

• accurate, timely and cost effective billing
• handling customer's queries with care and patience
• Well manage the outstanding accounts to maximize credit collection and maintain good customer relations

GRE

After succesfully pilotting the new suite of applications and processes in Malasya and the Netherlands in 2014, the global rating engine (GRE) will now focus on implementing processes and tools to deploy GRE in the remaining Express countries. The GRE project is a part of the overall billing environment modernization.

The objectives of the program are :

• we need to address business pain points that the company and our customers have endured for many years, 
• Another objective is to modernize our IT landscape as our current systems are circa 3 decades old with off the shelf software utilizing service oriented architecture.
• Finally we needed to reduce our business risk of system obsolescence 

The EFSS in Maastricht is home for DHL professionals from all over Europe
The Shared services center is part of the Express finance operations. SSC delivers Finance activities to a wide range of business partners within the company.
Currently the center is structured into different service lines including: Financial Accounting Control Tower, CMF (Customer Master File), Accounts Receivable, E-KAD.​

In the morning Els (from Customer Master File) gave us an introduction on our new sales pricing tool.(as part of GRE)
The primary focus of the project is to address the rating and taxation functionalities in our billing systems.

Afterwards we got a brief though very intresting introduction in Query handling from Dave and collections (Anton Vriesde) especially for our key account customers within the Accounts Receivable service line. 

Dave  Theunissen taking us on tour at query handling

Dave Theunissen, team leader Backline Query Handling

These departments are managed by Richard van Maren (Account Receivable Operations Manager), Ankie Ramaekers (supervisor customer support) and Guyon Waltmans (supervisor collection and credit risk management Benelux).

Collectors Joelle, Michel and Milco are our dedicated colleagues for the KAM customers. They are taking direction and responsibility over our clients, they manage the relationship from their point of perspective. Our collectors work hard to reach the given targets and therefore are driving to attein high performance. We had a sit-in with our counterparts in the afternoon.
The job of collector is very result driven since they need to meet with individual monthly targets and collection targets. Promises to pay are logged serveral times a day.

Anton Vriesde, boss of the team explanins us the collection treatment plan for Field Sales and Key Accounts.

Mission

"AR Benelux is a strong department where knowledgeable and experienced people cooperate and add value by working in a competitive customer oriented environment in which the optimization of the cash position and the well being of people are considered equally important.

Scope "Accounts Receivable processes  for Benelux Express and Freight: 

• Call Centre 18,5000 events per month
• Collections 42,000 active accounts for EUR 95 million

Key account managers & tender coordinator DHL Express

Thank you for having us!