Digital System enhances security and helps resolve day-to-day issues
Outstanding customer service has helped make DHL one of the world's most recognized name brands.
From its early days shuttling merchandise receipts between San Francisco and Honolulu, to its current status as a global express provider, DHL has focused on ensuring immediate, reliable and secure customer service. To support that primary objective, the company has often turned to technology to improve efficiencies and convenience.
For customers, technology advances mean convenient services such as online package tracking; supply ordering and international transit calculators. Delivering equal benefits, however, are innovative operational systems that also enhance DHL's service capabilities.
A recently installed March Networks digital surveillance and monitoring system, for example, is helping DHL Ireland strengthen its competitive offering by enhancing the security of customers' items. In addition, says infrastructure services manager Brendan Cummins, several internal groups are using the centrally managed system to quickly resolve some day-to-day issues.
"When we selected the March Networks system from Remotewatch in May (2003) our main focus was to upgrade the older CCTV system we were using," Cummins explains. "We needed to bring that system in line with what was happening in relation to our competitors and the types of security systems they were starting to install to attract high tech and pharmaceutical companies. Those organizations make up a considerable portion of our customer base and are always very conscious of the security of their products."
Multiple applications
"In addition to that primary security use," he continues, "there are a number of other groups within our organization who are actively using the system to address issues specific to their areas of responsibility."
At DHL airport facilities in Dublin and Shannon, gateway managers are responsible for the sorting and distribution of materials, including the loading and unloading of airfreight. If a package is reported damaged or missing, these gateway managers are now able to quickly search the video archived on one of the March Networks 4000 Series Digital Video Recorders (DVRs) to discover how the damage occurred, or where the item went after it was last scanned.
Distribution managers, who are responsible for the collection and delivery of materials once they leave the DHL airport facilities, use the DVR system in a similar manner, says Cummins.
"I've spoken with some of the managers who've said that the system has proven invaluable in quickly getting to the root of a problem."
DHL also turns to the DVR system to help resolve timing issues.
Time sensitive
"Our business is very time-sensitive, and if a shipment has missed a connection, we will use our video information to validate what time our truck, or possibly a customer's, arrived in relation to a cutoff time," says Cummins. "It's definitely valuable for the airport facilities to have that option."
Cummins himself uses the DVR system in cases where a truck or building has been damaged. Through March Networks DVR Viewer software installed on his PC, he can remotely access live or archived video from any DHL Ireland site from his office at the Dublin airport.
And if an employee is injured on the job, Cummins is able to call up the associated video, review the circumstances, make recommendations to prevent a repeat incident, and enhance employee safety.
With sites located throughout the Republic of Ireland, and a variety of managers regularly using archived video from the digital system, finding a solution that could be networked and centrally-managed was key, Cummins says. Thirty-day storage and excellent image clarity were also high on the company's list of criteria.
Winning combination
Following a rigorous research and tender process, DHL Ireland narrowed its search down to two systems integrators. In the end, it selected Remotewatch Europe; a systems integrator that specialises in networked DVRs and is a March Networks Certified Solution Provider. Remotewatch Europe's expertise, combined with the robust March Networks DVR offering, was a winning combination for DHL Ireland.
"We're delighted with the relationship," says Cummins. "The March Networks system meets all of our requirements, and Remotewatch Europe has been very helpful and co-operative. Once the system was installed, they did training with the people we identified as being the main users and have always been willing to come back and give assistance as, and when, required."
Now that their networked DVR system is up and running and managers are familiar with its many capabilities, Cummins is sharing his experience with other DHL regions. His advice to colleagues just starting the process is to be sure to involve every group that might benefit from digital video and surveillance capabilities.
"The main thing is to get as many stakeholders involved in the initial process as possible. Because in order to get the buy in of everybody, you need to get them to participate in the process."
"It's also a good way to demonstrate the value of your investment," he adds, "because once people understand how the system works, they start to identify how it will help them. The main idea is to protect our security policies, protect our customers' products and protect staff, but there many other uses as well."
