DHL Express extends DMS contract with HP

DHL Express Malaysia has signed a contract on Desktop Management Service (DMS) with Hewlett-Packard (M) Sdn Bhd (HP) for another three years, extending its previous five-year contract.

“The DMS provides for higher service levels that enable shorter and improved resolution times for all service tickets, which includes a higher key performance indicator (KPI) for first-call resolution,” said DHL Express national information services manager Patrick Khoo.

“One of the key successes we’ve seen over the years is that we’ve brought down the number of (service) tickets to about 40 pct of what it was in the previous year. That is a key improvement that shows that there is less downtime among the users,” said Khoo.
A continuous program, which included audits, reviews and technology implementation, would also be introduced to reduce service failures in the country, he added.