The Pre-delivery notification (PDI) service ensures proactive contact with the shipment recipient before the courier arrives. Immediately after the shipment is dispatched, an SMS is sent to the recipient with information about the planned delivery. The SMS also contains useful information for the recipient, e.g., the amount to be collected. Further contact takes place on the day of delivery. The DHL Express courier contacts the recipient to arrange a delivery time. At that point, without any additional formalities, the recipient can specify an address other than the one provided on the waybill. If delivery to the changed address is carried out by couriers from the same terminal, no additional fee is charged. Pre-delivery notification means benefits for both the sender and the recipient of the shipment. Arranging the time and place of delivery with the courier in advance gives the recipient the opportunity to better plan their time and prepare for receiving the shipment, and in the case of the Cash on Delivery (COD) service, to prepare the appropriate amount. PDI supports mutual settlements between the recipient and the sender. Higher delivery success rates on the first attempt mean faster return of the collected funds to the sender’s account.
– The Pre-delivery notification (PDI) service was created in response to the needs of customers in the financial and medical sectors, as well as the online store segment. Its introduction was preceded by market research, which gave us detailed information on how to most effectively meet the expectations of customers from these market segments – said Robert Sulich, Product Director at DHL Express (Poland).
DHL Express has prepared system solutions that allow the entire process to be tracked and controlled in real-time. Each contact with the customer is recorded by the courier on a portable scanner (hand held) and saved online in the DHL system. Contact Center consultants monitor their progress on an ongoing basis. In case the customer cannot answer the phone, the contact is repeated until successful. The system also has set contact reminder options that appear on the courier’s portable scanner. If the recipient’s phone number provided on the waybill is incorrect, DHL Express consultants call the sender to determine the correct number. All information about contact attempts is saved in the system.