DHL India Capability 2010

DHL India Capability Presentation
CONTENTS
About DHL About Deutsche Post DHL DHL Facts & Figures DHL Products & Services DHL Infrastructure & Operations Capability
DHL International Presence

DHL Customer Responsiveness DHL vs. Competition Corporate Sustainability Program Awards & Recognitions
India Capability Presentation | Mumbai | May 2009
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DHL Introduction
CONTENTS
About us Vision Mission First in India
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About Us
DHL is the global market leader of the international express and logistics industry, specializing in providing innovative and customized solutions from a single source.
DHL offers expertise in express, air and ocean freight, overland transport, contract logistic solutions as well as international mail services, combined with worldwide coverage and an in-depth understanding of local markets.
DHL's international network links more than 220 countries and territories worldwide. Some 300,000 employees are dedicated to providing fast and reliable services that exceed customers' expectations.
DHL is a Deutsche Post DHL brand. The group generated revenues of more than 63 bn euros in 2007
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DHL Introduction: Main Page
About Us
DHL is the global market leader of the international express and logistics industry
DHL is a Deutsche Post DHL brand. The group generated revenues of more than 63 bn euros in 2007
Ranked 57th on the Fortune Global 500 companies list Second largest employer in the world
DHLs international network links more than 220 countries and territories worldwide

Over 300,000 employees are dedicated to providing fast and reliable services that exceed customers' expectation
India Capability Presentation | Mumbai | May 2009 Page
Vision
Customers trust DHL as the preferred global express and logistics partner, leading the industry in terms of quality, profitability and market share.
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Mission
DHL enhances the business of our customers by offering highest quality express and logistics solutions based on strong local expertise combined with the most extensive global network presence
DHL attracts, develops and retains exceptional people by creating a truly global working environment and placing value on our multi-cultural heritage
DHL delivers above-average returns by providing superior quality and solutions at all levels of the business processes
DHL is a responsible corporate citizen in all countries in which we operate, taking into account the social and environmental needs of our employees, local communities and the public
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First in India
First to offer Air Express Services in India in 1979

First to offer door-to-door Express Import Solution First & Only to have an exclusive Express Handling Unit in Airport First to offer tracking solutions through Mobile & WAP First to provide 24 hour Customer Service Helpline First and Only to provide Express Logistics in Distribution and Inventory Management First & Only to have Drive-In Service Centers First and Only Air Express company to have TAPA (Technology and Asset Protection
Association) Certification
First and only air express company in India to have an in house customs clearance
team
About Deutsche Post DHL
CONTENTS
Group Description Group Structure Deutsche Post DHL Business units
Page 11
Group Description
Deutsche Post DHL is the worlds leading logistics group.
Its integrated companies offer tailored, customer-focused solutions for the management and transport of goods, information and payments through a global network combined with local expertise.
Deutsche Post DHL is also the leading provider of Dialog Marketing services, with a unique portfolio of efficient outsourcing and system solutions for the mail business.
The Group generated revenue of more than 63 billion euros in 2007. With some 500,000 employees in more than 220 countries and territories Deutsche Post DHL is one of the biggest employers worldwide.
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About Deutsche Post DHL: Main Page
Group Structure
Deutsche Post DHL
Corporate Center
MAIL Corporate Divisions
Global Forwarding, Freight
EXPRESS
Supply Chain, Corp. Inf. Sol.
Global Customer Solutions
Global Business Services About Deutsche Post DHL: Main Page
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Deutsche Post DHL Business Units

Mail
MAIL
Germany: Europes leading provider of standard letter mail services for private and business customers, addressed and unaddressed advertising mail & Press services
PARCEL
Germany : Market leader in Germany for the delivery of parcels and small packets
Global
Mail: Largest network for mail distribution worldwide with Crossborder solutions for business mail e.g. business mail, publication distribution, direct marketing and merchandise
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DHL Express
DHL Express is the perfect partner for all your worldwide express and parcel needs. Our Network covers over 4,000 offices and more than 120,000 destinations worldwide. DHL Express is the result of the consolidation of the former DHL Worldwide Express business and the Deutsche Post Euro Express parcels business and offers Same Day, Express, Parcel and Freight services. Widest reach in the industry, network covering more than 220 countries and territories in Europe, Americas, Asia/Pacific and the emerging markets
Three product lines Same Day, Time Definite and Day Definite to match different customer requirements for speed of delivery
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DHL Logistics
DHL
Global Forwarding: Worlds No.1 in air freight and ocean freight with a presence in 150 countries and territories, through 813 terminals, warehouses and offices
DHL
Freight: Europes No:2 Road Freight Service Provider with a presence in more than 30 countries and territories
DHL
Exel Supply Chain: Worlds No.1 in contract logistics, with a presence in 59 countries and territories, through 2,500 logistic centers, warehouses, terminals.
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DHL Facts and Figures
CONTENTS
Global Facts & Figures Asia Pacific Facts & Figures India Facts & Figures
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DHL Global Facts and Figures
Head Office: Bonn, Germany
Revenue: Approx. EUR 13.9 billion (+ 3.1%) (2006: approx. EUR 13.5 billion on a consolidated basis) Shipments: Approx. 920 million (+ 4.5%) (2006: approx. 880 million, excluding German parcels business)
Network: 120,000 destinations served in more than 220 countries and territories
Employees: Over 124,000 Customers: Over 8 million
Vehicles: Approx. 72,000

Facilities: Approx. 4,700 Touch Points: More than 50,000 Aircraft: Over 350 Commercial Flights: Over 1800 daily flights Hubs: 36
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DHL Facts & Figures: Main Page
DHL Asia Pacific Facts and Figures

Revenue of EUR 6.6 billion in 2007
Over 170 million air shipments handled in 2007 (167 million express shipments) 2.1 million tons handled in 2007 (724 thousand tons express shipments) 800,000 TEU ocean freight in 2007 Over 400,000 customers 41 countries and territories More than 50,000 employees 8,500 vehicles
1,500 locations (Hubs, Gateways, Offices, Service Centers, Terminals, Warehouses)
More than 20 dedicated freighter aircraft
DHL Express Hubs in Bangkok, Hong Kong, Incheon , Shanghai , Singapore and Sydney 2 million square meters of warehouse storage space DHL is 100% owned by Deutsche Post DHL
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DHL India Facts and Figures

79.5
million air shipments handled in 2007

than 348,000 tons of air shipments handled in 2007 54,000 TEU ocean freight handled in 2007 customers 9,000 employees
More Over
50,000
Over
17,500 locations serviced

than 5,000 vehicles
Around More
Close Close
to 400 locations (Gateways[1], Offices, Service Centers, Terminals, Warehouses) to 30 commercial flights utilized per day square meters of warehouse space
600,000 5
international gateways: Bangalore, Chennai, Delhi, Kolkata and Mumbai is 100 percent owned by Deutsche Post DHL.
DHL
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DHL Products and Services
CONTENTS
Express 9:00 & Express 12:00 Express Worldwide Import Express Airport to Door Services Economy Select International SAARC Global Mail Business
Exhibition Express
Temperature Controlled Logistics Mango Express University Express
Packaging Solutions
Break Bulk Express Value Added Services
India Capability Presentation | Mumbai | May 2009 Page 23
Complete Product Offering
Time Definite Products

1 DHL Express 9.00 2 DHL Express 12.00 3 DHL Express Worldwide Express Worldwide Doc Express Worldwide Non-Doc Express Worldwide Non-Doc Freight
Day Definite Products

4 DHL Economy Select 5 DHL Road Express (SAARC)
Other Products
6 DHL Global Mail Business 7 DHL Exhibition Express 8 DHL Temperature Control Logistics 9 DHL Break bulk Express 10 DHL Mango Express 11 DHL University Express 12 Jumbo / Junior Jumbo Box 13 Express Pallet 16 DHL Exhibition Express
Export Support Services Import
14 DHL Import Express Worldwide 15 DHL Airport to door Services
17 Shipper interest Insurance 18 Trade Automation Services 19 Outbound duties & Taxes Paid 20 Ecom solutions
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DHL Products & Services: Main Page
EXPRESS 9:00 & EXPRESS 12:00
When
you need time-critical or express deliveries made, you can count on DHLs Express 9:00 & Express 12:00 services to do the job every time. products offer you time definite guaranteed deliveries to over 300 cities and major business destinations in Asia, Middle East, European Union and USA. You get unbeatable transit times and a delivery before 09:00 AM or 12:00 noon, backed with a complete money back guarantee.
These
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EXPRESS 9:00 & EXPRESS 12:00

Features
of DHL Express 9:00 & Express 12:00 door-to-door delivery of highly urgent business documents and
Guaranteed
packages
DHL DHL Top
Express 9.00 Express 12.00 notification of delivery to the customer
Priority handling of shipments in origin as well as destination money back guarantee
Proactive Full
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DHL Express Worldwide
DHL Express Worldwide is a Door-to-door pickup and international outbound service for delivery of document and non-document shipments by the end of the next possible business day.
Effective, fast and hassle free customs clearance
Online tracking in real time

Simple booking process
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Express Worldwide Doc

Express Worldwide Doc is an expedited, door-to-door delivery of important, time-critical documents and nondutiable items. The service is an International express door-toExpress Worldwide Documents
door delivery for shipments not subject to customs clearance.
Features of Express Worldwide Doc Doorstep Pick-up Shortest possible transit times Special tamper proof plastic flier packaging Exclusive bags for carrying Documents End-to-end consignment route transparency through track & trace service Preferred product for bank service Proof of delivery included
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Express Worldwide Doc
With
Express Worldwide Document services, you can be assured of faster deliveries of important business information like:
Print
proofs
Architectural
Business Signed
drawings
proposals
contracts
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Express Worldwide Non- Doc

Express Worldwide Doc is an International express service which provides door-to-door delivery for goods subject to customs clearance
It is a high-speed door-to-door delivery service for dutiable packages such as

Samples Spare parts Equipment Machinery General commodities
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DHL Express Non Doc includes the following features

Standard Faster
customs clearance included
service and simplified dispatch for special customs clearance procedures possible price for door-to-door service
All-inclusive Complete Only
consignment route transparency through track & trace service
DHL handles your shipment throughout the transit and ensures a faster customs clearance of your shipment. Whats more, you can track your shipment in real-time while it is in transit. There are no hidden costs Quality Packaging
Free
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Express Worldwide Non-Doc Freight
This revolutionary service offers door-to-door delivery in a world where commercial shipments are usually carried on an airport-to-airport mode.
Thus
you can save on time, hassles and last minute glitches due to a guaranteed uplift schedule.
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Express Worldwide Non-Doc Freight
This revolutionary service offers door-to-door delivery in a world where commercial shipments are usually carried on an airport-to-airport mode.
Express Worldwide NonDoc Freight
Thus
you can save on time, hassles and last minute glitches due to a guaranteed uplift schedule.
Express Worldwide Non-Doc Freight provides the following benefits

Sending
commercial shipments made as easy as sending
samples
Express Faster
door-to-door service for commercial shipments
customs clearance at origin & destination Proactive monitoring helpdesk
Dedicated Local
customs clearance desk for prompt response Rates

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Simplified
DHL Import Express worldwide

Import Express Worldwide is a unique single-window, door-todoor solution to take care of all your importing needs. It is available for both documents and non documents.
DHL Import Express Worldwide
DHL Import Express Worldwide provides the following benefits

Import made easy
Express door-to-door import service

Customer controls delivery all the way from the supplier to their own door Advantages of Import Express Worldwide are as follows
One
all-inclusive invoice billed in local currency window solution account for importing from anywhere
Single Single
Better budgeting and improved cash flow

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DHL Airport to Door Express
Backed by global infrastructure and service strength, DHL Airport-to-door Express fulfils all your INCO terms for FOB/FCA shipments with your suppliers.
(APD)
Plus, you gain the value of quick, hassle-free customs clearance, advanced trackability, competitive pricing, and the convenience of a single invoice paid in one currency.
DHL Airport-to-door Express is a service that makes great sense when you need to import on your own terms.
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Features of DHL Airport to Door Express are as follows
Airport to Door Express is designed to meet the needs of customers who import from their overseas suppliers on FOB shipping terms. FOB shipping term: Supplier is responsible for all origin processes and Buyer is responsible for Air Freight and Destination processes. Supplier to hand-over the parcel at a designated DHL service centre. DHL would carry out origin custom clearance, Airlift and all destination processes.
(APD)
All inclusive & pre-decided pricing

Service Available from 14 Asia Pacific countries (AU, CN, HK, ID, IN, JP, KR, MY, NZ, PH, SG, TH, TW, VN)
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DHL Economy Select
Economy Select is the latest addition to our product portfolio which offers you the reliability of express at the economy of freight.
DHL Economy Select (VHW)
ESI is a deferred door to door product which takes care of all your commercial shipping needs and is an economical option for your shipments that do not require express transit times.
It uses a multi modal network to transport your shipments to your consignee and comes with all the standard express benefits like 24x7 CS support, track & trace facility, Shipment Insurance etc.
ESI is the most reliable shipping option when you have time on your side and it also saves your shipping cost.
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DHL Economy Select

Features of DHL Economy Select
Economical service for not-to-so-urgent yet time sensitive shipments

DHL Economy Select (VHW)

Deferred Transit times- 4-6 days Combination of road & air 30-50% economical than Express rates Min. shipment weight of 45kgs
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DHL in SAARC countries

Costly customs delays, inefficient service, lane capacity constraints...shipping in the SAARC circuit can be a tedious process. Now, for the first time in India, DHLs consolidated intra-SAARC shipping solution lets you choose the way you ship. Pick from these three unique services to trade in the SAARC circuit: Express Worldwide DOC- fastest international express door-to-door delivery for documents subject to customs clearance
Express Worldwide NDOC- fastest international express door-to-door delivery of parcels subject to customs clearance DOC and NDOC carry a special SAARC-zone pricing, one consolidated doorto-door invoice, instant trackability and many more advantage. Road Express-reliable road delivery of low value shipments; fastest transit time; one consolidated door-to-door invoice; instant trackability and much more.
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Road Express ( SAARC)

Features of Road Express (SAARC)

Deferred Transit times- 7 -13 working days Surface line end to end Min. chargeable rate is for 100 kgs Max. Piece weight of 100 kgs Only to BD right now End to end Track & Trace Reliable network of Blue Dart & DHL
Road Express (SAARC)
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DHL Global Mail Business
With easy access to over 120,000 locations worldwide DHL Globalmail is the worlds leading provider of international mail services.
Be it invitations, greeting cards, brochures, magazines, annual reports, small parcels or even direct mail, we deliver whatever you want from doorstep to doorstep. That too at a reasonable price Re. 1 per gram of the mailer. Whats more, your consignment reaches its destination in just 5 to 10 days* backed by the experience and expertise of one of the largest postal services across the globe Deutsche Post.

And from sorting to franking, imaging to archiving, we offer you all the convenience required for bulk mail

Unique features of Globalmail:

Distribution through postal organisations across the globe Pick-up by DHL from your doorstep Credit facility available Sorting and franking
Proof of Posting
Return of undelivered mail, at no additional cost Customs clearance facility List management services Post bag/box management International business reply management Delivery time of 7-10 days*
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DHL Exhibition Express

DHL Exhibition Express is closed loop origin-to-door-to-origin service for all your international exhibition logistics needs.
Features of DHL Exhibition Express
DHL Exhibition Express
Closed looped solution for Origin-to-destination-to-origin exhibition material
Latest cut-off dates for pick-ups & on-time delivery at fair/exhibition

Hassle customs clearance returnable & non-returnable shipments
Dedicated team of Sales, Operations, Marketing & CS team for handling exhibitions
All inclusive & pre-decided pricing

Ability to handle small fairs to big fairs
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DHL Temperature Controlled Logistics
DHL Express has developed a range of superior cool chain services to meet the specific needs of the Life Sciences industry.
A new patented packaging system has been combined with Express Distribution, information systems, expert customs clearance, validation services and project management to create a market leading temperature controlled logistics solution.
The innovative Temperature Controlled Packaging, ensures safe and compliant transport in cooled, deep frozen or controlled ambient states.
Using different cooling mediums the packaging performance delivers temperature controlled cool chains offering 2-8C, -20C or protected ambient (2-25C) environments for varying distribution times.
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Features of DHL Temperature Controlled Logistics

Wide reach: Pickup facility even from remote locations all across India
Provision of refrigerants at all locations for specified temperature ranges Providing various validated temperature controlled packaging Optional provisions of temperature data loggers to record and monitor the temperature for shipments transit Individual Handling of the shipments through customs Next available flight out for shipment to ensure speed of delivery Dedicated Customer Service Desk for Proactive monitoring during transit Dedicated & trained staff to handle specified shipments at airports Immediate confirmation of shipments after delivery
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DHL Mango Express
You can use this service to gift international clients, friends and relatives, FREE 'ripe-in-time' Alphonso mangoes.
DHL Mango Express
Only the best Alphonso mangoes are hand-picked, perfectly packed and doorstep delivered.
You can also send a personalised message with your shipment.
This sweet gifting option is only available during the summer, mango season.
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DHL Mango Express

DHL Mango Express Features Innovative gifting options for sweetening relationships Free AGrade ripe-in-time alphonso mangoes Discounts of more than 25% of air express rates No hassle of paperwork Special packaging with ventilators Available to more than 70 countries
DHL Mango Express
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DHL University Express

Special
discounted air express for student applying
abroad
Tamper
proof envelope for applications
DHL University Express
Special
ISIC (International Student Identity Card) recognized by United Nations offering discount to students across the world for
Air
travel
Entertainment Transportation Library Special

rewards scheme
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Packaging Solutions
DHL offers a range of free-of-charge standard packaging solutions to suit the sizes and type of package you wish to ship.

From plastic flyers to cardboard boxes, we have it all.
DHL can also provide with an extensive range of customised packaging solutions, depending on the product shipped.
Apart from the packaging for the documents in flyers and parcels in specialized boxes DHL offers a host of packaging solution to suit your needs.
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Packaging Solutions
Packaging: Flyers
Outer Dimensions
Express Flyer - Small Express Flyer - Large 310 X 420 mm 375 X 485 mm
Recommended Max Wt
3kg 5kg
Recommended Use
Documents, Pamphlets, Magazines, Annual Reports and Brochures
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Packaging Solutions
Packaging: Boxes
Outer Dimensions
Express Box 1 Express Box 4 Express Box 6 320 X 225 X 50 mm 346 X 106 X 300 mm 360 X 236 X 296 mm 426 X 310 X 276 mm 455 X 300 X 380 mm 614 X 460 X 436 mm 940 x 160 x 140 MM
Recommended Max Wt
Recommended Maximum Weight 3.5 Kg Recommended Maximum Weight 4 Kg Recommended Maximum Weight 6 Kg
Recommended Use
Designed for catalogues, electronic parts, finished goods, garments, large documents, machines, manuals, multiple samples and office materials Designed for large documents, pamphlets, multiple samples, garments, machine and electronic parts. Ideal for bulky samples, garments, machine and electronic parts. Ideal for bulky samples, garments, machine and electronic parts. Ideal for bulky samples, garments, machine and electronic parts. DHL triangle tubes are specially designed to ship maps, blueprints and any type of large flexible document. Can be used for drawings, fabric samples, maps, charts, blueprints, artwork and calendars
Express Box 8
Recommended Maximum Weight 8 Kg
Express Box 11
Express Box 25
Express Tube
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Jumbo & Junior Jumbo box

International express door-to-door delivery using specially designed heavy-duty packaging for goods up to 25 kg. for Jumbo Box and up to 10 kg. for Junior Jumbo, all for a low flat fee. Whatever you send and wherever you send it, DHL Jumbo and Junior Jumbo offer the most effective and convenient method to get your shipments to their destinations on time.
DHL Jumbo Box and Jumbo Junior
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International express door-to-door delivery using specially designed heavyduty packaging for goods up to 25 kg. for Jumbo Box and up to 10 kg. for Junior Jumbo, all for a low flat fee. Whatever you send and wherever you send it, DHL Jumbo and Junior Jumbo offer the most effective and convenient method to get your shipments to their destinations on time.
Features of DHL Jumbo and Junior Jumbo Box

Express door-to-door delivery for a low flat fee Flat discounted rate Sturdy, double corrugated packaging DHL Jumbo is ideal for exporting all types of goods up to 25kg Jumbo Junior for goods up to 10kg
DHL
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49.3 X 44.2 X 36 cm
43.4 X 35.2 X 27 cm
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Express Pallet
The DHL Express Pallet is a convenient, flexible yet economical way to send goods internationally. Made entirely from compressed paper, the pallet can take loads of up to 100 kg. Its modular flexibility also allows it to be folded in 3 ways, which enables easy shipping of 100 kg., 75 kg. and 50 kg. shipments. Features of DHL Express Pallet Easy export of freight weighing 50, 75, 100 kgs All inclusive fixed pricing for 50,75 & 100 kgs Weather proof & sturdy packaging Special palletized packaging for ease in handling Flexi volume sizes- One box fits all! Shrink wrapped for enhanced protection
Express Pallet
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Express Pallet
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VALUE ADDED SERVICES
Value Added Services
DHLs delivery services are backed by a range of value-added services that address all your shipping and business needs.
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Customs Clearance
Customs Clearance
Our years of experience in India have given us the opportunity to develop excellent relations with the Customs Department.
This enables us to facilitate the fastest clearance procedures possible. It also ensures that your regular shipments do not get overvalued by customs thus saving you both time and money.
We offer facilities like 24-hour Customs clearance and proactive information regarding your incoming shipments, ensuring the quickest Customs clearances in the industry.
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Shippers Interest Insurance

DHL arranges Shippers Interest Insurance (SII) to provide door-to-door insurance protection for your shipments against all risks of physical loss or damage from an external cause. Be it for direct replacement, repair costs, or transportation charges, Shippers Interest Insurance (SII) covers all kinds of shipments and parcels shipped internationally. Beyond reliability of delivery, this service is our way of assuring you that almost nothing is left to chance.
SII Import and Export (Shippers Interest Insurance)
Features of Shippers Interest Insurance

All risk insurance cover for high declared value shipments Most comprehensive coverage across inco-terms Easy subscription On the spot enablement of cover anywhere, anytime Least paperwork hassles Easy claim settlement For Inbound and outbound shipments
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Trade Automation Services

DHL Trade Automation Services is the first step towards offering world-class trade information services, currently covering 46 countries and approximately 90% of the world's trade.
It offers six on-line services:
Landed Cost Calculator - estimate duties, taxes and other import fees so you know the costs upfront
Product Compliance - ensure your shipment complies with each country's import and export regulations
Comparison of Landed Costs and Product Compliance - compare charges and compliance rules for up to five exporting countries
Trade Documentation - create the documents required for international trade, logistics, and customs transactions
Interactive Commodity Code Classification - search for HS/HTC and ECN commodity codes for quick and accurate product classification
Restricted Party Screening - check shipper and receiver details against denied party lists maintained by governments and international authorities
Outbound Duties & taxes Paid- DTP

Under the DHL Outbound Duties and Taxes Paid Service (OB DTP) you can send a shipment where all costs including the destination duties / taxes can be settled by you in INR. OB DTP allows you to pay the freight cost at the origin while the destination duties / taxes are charged back from the destination. Moreover the duties / taxes bill back can happen either to the shipper or 3rd party at the origin or to a party in a 3rd country, other than the destination.
Following are the advantages of the DHL Outbound Duty Paid Service Export Samples can be sent to importers with all transportation costs, duties and taxes paid by the origin

The seller (shipper) is in full control of the outbound shipping process
Exporters in India can negotiate with their respective customers abroad on a Single Price Basis, inclusive of all costs including destination duties
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DHL Shipping Tools
Not only does DHL offer a one-stop solution to your shipping needs, we make shipping simple and efficient. Whether you're looking for simple on-line shipping, shipping management or integration solutions, the solution is only a click away.
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DHL Shipping Tools
DHL Connect
DHL Connect is an advanced Internet based Shipment Processing System that gives you access to real-time, up-to-date information regarding DHL services. It allows you control over international shipment management, with absolute security, right from your desktop. You will no longer need to manually keep track of your shipment status.
DHL EasyShip
DHL EasyShip helps you streamline your express shipping processes. It prints all the necessary documentation for domestic or international shipments, generates standardized and customized reports and gives you access to Global Track for on-line tracking of shipments. It is the industry's easiest, most flexible shipment processing system.
DHL Web Shipping
DHL Web Shipping is the on-line express shipping tool that helps you prepare documents, book pickups, store contact details and track your deliveries. You can order a pick-up, check service availability or track your shipments from any location, in real time, direct from any PC or wireless laptop. There are no installation costs and one does not need to install special software. DHL Web Shipping is very easy to use and users can start using it immediately without any training. Through DHL Web Shipping, one can save time and money every day, by automating many internal processes and reducing paperwork
DHL Infrastructure and operations capability
CONTENTS
Overview of Operations Strength
Locations
Facilities and Infrastructure Connectivity Clearance Capability
Security
Quality Control Centers
Page 67
Brief Overview of DHL Operations Strengths
Modern fleet of more than 250 four-wheeled vehicles
Widest network- 270 offices spread across more than 80 cities

End-to-end operations handled by DHL employees. No outsourcing
Network that provides you best transit times in the industry New Generation Scanners to ensure real time visibility of shipments Only company to have TAPA Certified Facilities to ensure security
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DHL Infrastructure: Main Page
Brief Overview of DHL Operations Strengths
Only company to offer 24x7 Co-located In-house dedicated Customs Clearance

Widest International Air Network connecting more than 120,000 destinations Five gateways offering more than 45 daily flight connections Dedicated Express Handling Unit at Delhi airport Dedicated Air Freighter five days a week Only company to have Ion Scan Machine for chemicals
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Locations
DHL India Locations
125+ Blue Dart (BDE) locations
21 DHL branch offices

125+ DHL retail counters 226 BD Retail Outlets with DHL branding
Legend:
DHL Direct 12 BDE PUD network DHL Branch Offices DHL Retail
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Facilities & Infrastructure
79.5 million air shipments handled in 2007 More than 348,000 tons of air shipments handled in 2007 50,000 customers serviced Over 17,500 locations serviced More than 5,000 vehicles
Close to 400 locations (Gateways, Offices, Service Centers, Terminals, Warehouses)
Over 50 international commercial flight connections daily
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Facilities & Infrastructure
600,000 square meters of warehouse space 5 international gateways: Bangalore, Chennai, Delhi, Kolkata and Mumbai Only company to have TAPA Certified Facilities to ensure security
Only company to offer 24x7 Co-located In-house dedicated Customs Clearance

Dedicated Express Handling Unit at Delhi airport Dedicated Air Freighter five days a week
Only company to have Ion Scan Machine for chemicals
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Connectivity: An Unbeatable Aviation Network

Aviation network of 420+ aircrafts (Owned, JV airlines, ACMI agreements, Charters)
In US, Astar and ABX network of over 260 aircrafts In Europe, a network of over 70 aircrafts 50 owned, 20 charters / feeders In Latin America, Africa and Middle East, DHL operates through JVs and charter contractors with over 40 aircraft In Asia Pacific, we operate over 20 aircraft
What it means to you? On time performance +98% within 15 min Flexibility in connections Guaranteed uplift Widest reach to more than 220 countries
Connectivity: India Domestic Routing

Connectivity & Network: India domestic routing
DEL
Jmu Jrd Atq Ldh Aba Gzb Ggn Kot Udi Ahd Qgr Rjk Bdq Sur Vap Nbm Ind Ola Ngp Jbl Nda Knp All
Dhanba d
AMD
Sil Gau
CCU
Jmd
Beragoh ra
BOM HYD
Nsk Aur Pnq Khl Vij Mlr Mys Caa Plg Cok Sal Ede Cjb
Ichapura m Vzg
MAA BLR
Under development
Surface Network
Air Network
Connectivity: Freighter and AP Network

EMA CGN
TAO (05) NW (05)
ANC
SFO
CVG LAX
BGY
NGO (05)
PEK (05)
SEL
NGB (05)
SHA
OSA
TYO
CAN/SZX
NW (05)
DEL
TPE
HKG
MNL
BLR MAA
BKK PEN
SGN KUL (05) SIN POM JKT
CNS
BNE
SYD MEL
(05)
AKL WLG CHC
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Connectivity: Freighter and EU & US Network
ANC
JFK SFO LAX CVG
EMA CGN LHR AMS BRU FRA
BGY
Delhi
Mumbai (Bombay)
Kolkata (Calcutta)
Bangalore Chennai (Madras)
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Connectivity: US Aviation Network

YEG YVR SFF YKM PSC BIS YOW MSP EUG MFR IDA TWF MSN MKE ORD LAN SBN DTW EWR DEN MCI SFO ICT SGF TRI BNA SMX SBA OXR LAX OKC MEM TYS ATL ONT SAN CXL PHX TUS DAL ROA JFK PHL CVG HUB SHD BWI RIC ORF MBS ROC BOS BDL FAR YUL YYC YWG EMA BRU BAH
SEA BFI
YHZ
SLC RNO CXP
SMF
STL
IAH
LCH
MSY MCO
ASTAR and Feeder Network

GDL MEX
MIA
STT
STX KIN
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Connectivity: European Network
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Connectivity: Latin America Network
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Connectivity: Africa Network
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Connectivity: Middle East Network
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DHL Global Aviation Network

Connectivity & Network: DHL Global Aviation Network
DHLs network spreads to 120,000 destinations across 220 countries and territories worldwide
ANC EMA CGN BRU BGY DEL SHJ BAH ACC LOS
LAX MEX
CVG JFK MIA CCS PTY BOG MAO GYE
PEK SEL TYO OSA SHA
TPE BKK HKG MNL KUL SIN
Network of hubs across the world

DHL Global Network
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Clearance Capability
DHL India - Clearance Capability

Pre-flight clearance at Five Gateways Duty Payments can be effected 24 hours for Express Shipments Separate Clearance for COB and Cargo Customs associated with WCO
Transshipment both International and Domestic

Regulated facility at DEL In House Customs 24X7 Clearance capabilities
Express Clearance currently not on EDI nevertheless its faster than the Cargo EDI Immediate release guidelines for Pre-Declared load Standardized Clearance reporting at all the Gateways
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World Clearance System- a distinction
Clear In The Air (CIA)
DHL clears more than 85% of shipments through Clear-In-Air system, which means your shipment gets cleared even before landing
Security Management at DHL

All facilities are designed in accordance with Crime Prevention Through Facility Design (CPTFD) principles.
DHL Express has embarked upon a programme of certifying its facilities through the Technology Asset Protection Association or TAPA. Key security features include Digital CCTV systems to enable both local and remote monitoring Access control systems Secure high value product staging areas with restricted access and round-the-clock surveillance.
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Security Warehouse Security Standards

Surveillance Cameras with Monitoring(CCTV) Employee ID picture badges (badges for visitors) More than 30 Days Recording Motion Detection Systems 24 hours Security Guards
Fire Fighting Equipment

Secured doors and windows
DHL offers the highest Security Standards for your Goods

Security
Warehouse Security Standards

Security Cage with Badge Access and 24 Hours Video Surveillance for all kinds of Goods, especially High-Value Goods Electronic Articles Small Sized Goods
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Security Vehicle Security Standards

Solid Top, Locked Cargo Doors
Background Checks of all Drivers Prior to Employment

Drivers Trained to Prevent Robbery and Burglary Drivers are Equipped with Mobile Phones All vehicles on wireless system All vehicles fitted with alarm systems
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Quality Control Centre

Only Air Express Company to have a Quality Control Centre in India operating 24X7, for real time information and real time control
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Quality Control Centre

Real time information Real time control QCC has a Real Time Flight Display Map Color will change depending on status in UAS (Unified Airline System) Once uplift confirmation is received the line between Origin and Destination will grow in real time until the arrival at Destination
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Quality Control Centre Worldwide Network

Keeping the world under watch 24/7
What this means?
Anywhere, anytime across the world you can expect

1. Service Recovery 2. Pro-active Notification
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INTERNATIONAL PRESENCE
CONTENTS
Global Network
USA
Europe Asia Pacific Africa
Middle East
Page 94
DHL Global Network
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DHL International Presence: Main Page
DHL International Gateways
Page
Asia Pacific Expertise and Presence
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DHL vs. Competition
Operations Capability - Snapshot
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Market Share (Outbound Billed Revenue)

Billed Onshore Revenues of Key IE Players, 2007/2006
TDI + DDI
Share of Relevant billed Onshore International Express Market, 2007 (INR Millions)
DHL
(13.5%) (13.2%) (8.9%) (9.1%) (11.1%) (11.4%) (7.3%) (6.9%) (21.7%) (22.5%)
(37.5%) (36.9%)
+0.6%
FedEx
+0.3%
( -0.8%)
UPS
-0.2%
( +0.4%)
( +0.6%)
TNT
-0.3%
( -0.3%)
EMS
+0.4%
( +0.3%) (x%) = Market share 2007 2006 ( -0.2%)
Others
-0.8%
Source:
DHL internal data; Internal interviews; Industry experts and competitors interviews
Page
100
Market Share (Inbound Billed Revenue)

Player Shares in Inbound Market, 2007/2006
100% = 2,105 (up ~40% from 2006)
TDI + DDI
DHL
+41.4%
(88.8%) (87.9%) +0.9% (3.2%)
Key Observations While Inbound contribution to DHL revenue was only 25%2 in 2007, it contributed to ~43% to overall DHL growth No strategic plans observed of FedEx or UPS to introduce any Inbound products. Facility available to only a few large customers for special requirements. No revenue recognition in India for the Inbound sales TNTs inbound product is stable now and grew at ~50% albeit on a smaller base
FedEx
+19.3%
(3.8%) -0.6%
(2.7%) (3.3%)
UPS
+14%
-0.6%
TNT
+49.3%
(5.3%) (5.0%) +0.3%
EMS
(x%) = Market share 2007 2006
Others
Source:
DHL internal data; Internal interviews; Industry experts and competitors interviews
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101
Market Share Weights & Shipments

Relevant Billed Onshore Weight Share of Key Players, 2007 (Tons) Relevant billed Onshore Shipment Share of Key Players, 2007 (Shipments) 1)
TDI + DDI
DHL
(23%)
DHL
(22%)
FedEx
(21%)
FedEx
(4%)
UPS
(12%)
UPS
(5%)
TNT
(6%)
TNT
(10%)
EMS
(9%)
EMS
(17%)
Others
(29%)
Others
(43%)
(x%) = Market share Sources : DHL internal data; Internal interviews; Industry experts and competitors interviews
2007 2006
102
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Perceived Usage Share of Total Shipments

DHL strengthen leading position of perceived overall usage with more than 50% share TNT remains the next best player with stable overall usage share this quarter, along with some slight gains in the express package segment though slight decline is observed in the express document segment across all geographical areas
Base: No. of shipments 48 Week Avg.
100%
Base: No. of shipments (No. of respondents)
Q3'07-Q2'08 3,576 (985)
Q4'07-Q3'08 3,982 (1,082)
90%
Q406
Q107
Q207
Q307
Q407
Q108
Q208
Q308
80%
70%
60%
DHL
50%
40%
30%
20%
10%
TNT Blue Dart FedEx UPS First Flight EMS Elbee

9/18/2006 10/9/2006 10/30/2006 11/20/2006 12/11/2006 1/1/2007 1/22/2007 2/12/2007 3/5/2007 3/26/2007 4/16/2007 5/7/2007 5/28/2007 6/18/2007 7/9/2007 7/30/2007 8/20/2007 9/10/2007 10/1/2007 10/22/2007 11/12/2007 12/3/2007 12/24/2007 1/14/2008 2/4/2008 2/25/2008 3/17/2008 4/7/2008 4/28/2008 5/19/2008 6/9/2008 6/30/2008 7/21/2008 8/11/2008 9/1/2008
Based on all express shipments sent in the past 7 days.
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Brand Awareness - Total Unaided and Aided Mentions

Base: All respondents 12 Week Avg.
100%
90%
DHL First Flight Blue Dart FedEx TNT EMS UPS Elbee
80%
Base:
Q208 (325) %
Q308 (350) %
70%
DHL
98 98 96 82 58 91 95 86
100 97 96 89 70 91 98 91
60%
Blue Dart
FedEx UPS
Q406 Q107 Q207 Q307 Q407 Q108 Q208 Q308
50%
40%
30%
Elbee TNT First Flight
20%
10%
%
1/8/2007 2/5/2007 3/5/2007 4/2/2007 1/7/2008 2/4/2008 10/16/2006 11/13/2006 12/11/2006 10/15/2007 11/12/2007 12/10/2007 9/18/2006 4/30/2007 5/28/2007 6/25/2007 7/23/2007 8/20/2007 9/17/2007 3/3/2008 3/31/2008 4/28/2008 5/26/2008 6/23/2008 7/21/2008 8/18/2008
EMS
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Company Image: Comparison

DHL continues to have the strongest associations across all imageries
Likeable Has low prices Fast 80% Value for money Has local strength, worldwide An environmentally aware company Locally present
20% 60%
Has specific know-how of my business sector Easy to use Reliable
40%
Good within AP Has a can do attitude Trustworthy Genuinely worldwide service Good to the US Best overall service
Has high service quality

%
Has friendly people Takes the initiative Has great flexibility Makes me feel confident and in control
Market leader Offers a broad service and product portfolio Good to Europe Innovative Strong customer relationship
DHL
Source: India MRM Report Q3 2008
Blue Dart
FedEx
UPS
TNT
First Flight
EMS
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DHL India Customer Responsiveness

Being the first choice of our customers
Page 106
DHL Indian Capability Customer Responsiveness

At DHL, our emphasis has always been on ensuring that we know what our customers think of us. Using a mix of independent research we are always aware of what is expected of us by our customers
Customer
Satisfaction Study (CSS): The study acts as a dipstick of the satisfaction of air express services as perceived by a robust sample of customers of DHL and competition. The CSS results help us identify areas for improvement in our offerings to customers Mystery Shopper Study (MSS) : Conducted by external agencies these are aimed at measuring not only the satisfaction of a random sample of customers, but also the delivery of the service by Express Centre executives, Customer Service agents and couriers or, in other words, the quality of service offered at key customer touch points
Page
DHL India Capability Customer Responsiveness

Based on the feedback gathered through independent studies all our processes are aligned to enhance the customer experience with us and improve the industry standards on customer responsiveness:
24 X 7 contact centre:
All India toll free lines.

95% calls are answered within 10 sec No IVR. Abandoned calls are at less than 0.1 % of total.
Customer first: First-of-its-kind program in the service industry Deals with Customer Lifecycle Management
Engages with the customer from the first time, DHL sales interacts with the customer,
Continues to engage with them through the life cycle.
90-minute pickup: Shipments picked up within 90 minutes of pick up booking

Track & trace : Through Contact center, Online, Mobile Follow Me Track : Proactive SMS bases shipment status alert solution Express4U: Simplified pricing structure aimed at further providing convenience to the retail customer E-commerce tools : Easy to use shipping management tools aimed at faster, easier, error-free shipping with DHL Payment Gateway : Unique, paperless & secure way of payment through credit card at the time of logging a pick-up, involving zero human intervention. Unique in the international air express business in India, pioneered by DHL. Sunday Delivery: Sunday Delivery at no extra cost so that customers are available to receive their documents and parcels at the time that is most convenient. Key Account Support (KAS) Desk : Dedicated desk for key customers with a dedicated toll free number, among other facilities, for quick access.
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Pro Note: Pro Note is a tool that enables customers to get the account level shipment information on a proactive basis
ezyBill : Online tool through which customers can print and archive their own DHL invoices Quality Shipment Monitoring System (QSMS) : Shipment monitoring system that enables the identification of a breakdown in the shipment process chain at the earliest possible time to activate agreed contingency plans to maintain consistent service levels CS Disaster Recovery Centre : Disaster Recovery Centre in Chennai as a key Business Continuity mechanism in the case of a natural or manmade casualty in Mumbai
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DHL India Capability 2010

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DHL India Capability Presentation

DHL International Presence

India Capability Presentation | Mumbai | May 2009

India Capability Presentation | Mumbai | May 2009

India Capability Presentation | Mumbai | May 2009

DHL Introduction: Main Page

DHL Introduction: Main Page

India Capability Presentation | Mumbai | May 2009

DHL Introduction: Main Page

India Capability Presentation | Mumbai | May 2009

DHL Introduction: Main Page

First to offer Air Express Services in India in 1979

DHL Introduction: Main Page

About Deutsche Post DHL

India Capability Presentation | Mumbai | May 2009

Deutsche Post DHL is the worlds leading logistics group.

India Capability Presentation | Mumbai | May 2009

About Deutsche Post DHL: Main Page

Deutsche Post DHL

MAIL Corporate Divisions

Global Forwarding, Freight

Supply Chain, Corp. Inf. Sol.

Global Customer Solutions

Global Business Services About Deutsche Post DHL: Main Page

India Capability Presentation | Mumbai | May 2009

Deutsche Post DHL Business Units

India Capability Presentation | Mumbai | May 2009

About Deutsche Post DHL: Main Page

Deutsche Post DHL Business Units

India Capability Presentation | Mumbai | May 2009

About Deutsche Post DHL: Main Page

Deutsche Post DHL Business Units

India Capability Presentation | Mumbai | May 2009

About Deutsche Post DHL: Main Page

DHL Facts and Figures

India Capability Presentation | Mumbai | May 2009

DHL Global Facts and Figures

Head Office: Bonn, Germany

Vehicles: Approx. 72,000

India Capability Presentation | Mumbai | May 2009

DHL Facts & Figures: Main Page

DHL Asia Pacific Facts and Figures

Revenue of EUR 6.6 billion in 2007

1,500 locations (Hubs, Gateways, Offices, Service Centers, Terminals, Warehouses)

More than 20 dedicated freighter aircraft

India Capability Presentation | Mumbai | May 2009

DHL Facts & Figures: Main Page

DHL India Facts and Figures

million air shipments handled in 2007

17,500 locations serviced

India Capability Presentation | Mumbai | May 2009

DHL Facts & Figures: Main Page

DHL Products and Services

Complete Product Offering

Time Definite Products

Day Definite Products

Export Support Services Import

14 DHL Import Express Worldwide 15 DHL Airport to door Services

India Capability Presentation | Mumbai | May 2009

DHL Products & Services: Main Page

EXPRESS 9:00 & EXPRESS 12:00

India Capability Presentation | Mumbai | May 2009

DHL Products & Services: Main Page