DHL UK has expanded its partnership with the communications operator Telefónica UK, which usesO2 as its commercial brand.
As part of the expanded contract, DHL Supply Chain will now provide claim assessment and repairservices to O2 Insure, the division responsible for insurance products offered by Telefónica UKunder the O2 brand.
DHL has been part of the Telefónica UK Supply Chain organisation for the past 10 years and thecontract extension takes the partnership through to 2014.
As part of the deal, DHL will offer O2 a rapid diagnostic and repair service on faulty handsetsto ensure a sustainable supply of replacement mobile devices is available.
With a ‘collect-and-inspect’ service, the number of invalid claims has been reduced and the enduser now has a choice of collection and delivery options with automatic updates by text, e-mail andletter to keep them informed at all stages throughout the claims process.
DHL uses warehouse stock to fulfill accepted insurance claims, backfilling the inventory oncereplacements from the manufacturer have been received. This reduces the turnaround time forcompleting the customer’s claim by days, as they no longer need to wait for the replacement to besent from the manufacturer.
DHL said this new approach has generated savings of £9 million per year for O2 Insure. Thesustainable solution can be used as a platform to support the launch of future products, reassuringconsumers that their claim will be processed efficiently and effectively.
Paul Crossman, Business Director for Mobile Connected Devices at DHL Supply Chain, said: “Thisis a great example of our strengthening partnership with O2. Our long standing relationship with O2has provided a stable platform to develop new services such as this. This service provides genuinevalue add, not only by improving the customer experience but also removing significant cost.”
