In the region and globally , we have a world class IT infrastructure and services that power up our physical network which includes planes , facilities , vehicles and most importantly people and connecting them all . It is our IT platform that helps us deliver a great customer experience at every touchpoint . In fact , our IT platform mirrors our physical network 24 / 7 and works in over 220 countries , that ’ s practically everywhere on the planet . As an innovation leader in our industry , we have successfully implemented numerous digitalisation programmes across all business functions over the past years , despite this we believe Digital Transformation presents even more opportunities and has enormous potential for our industry . In our 2025 company strategy , digitalisation is a key lever to optimise our core business , enhancing both customer and employee experience while also creating new growth opportunities .

What were the main challenges that DHL Express faced prior to undertaking these digitalisation initiatives and what IT technologies did you work with ?

Over the past years a major area of focus has been around modernising our IT backbone across all business functions and countries that we operate in and migrating from legacy applications towards a state-of-the-art global application portfolio . We had numerous digitalisation solutions implemented over the past years , our next phase of digitalisation is about accelerating adoption of new age technologies across the business to achieve better speed , efficiency and flexibility that ’ s needed to keep pace with today ' s demands .

Having looked around for suitable IT solutions currently in the market , how did you settle for the technology and vendors you selected ?

We have a few important checks that go into the evaluation of any new technology . For example , one of the criteria is that any new technology or solution must integrate seamlessly with our IT ecosystem and should be scalable to support our breadth of international operations . We also have a strong governance model and process that greenlights new technologies for implementation . We work with many technology vendors and their expertise , flexibility and ability to deliver is key for a successful partnership when it comes to new technology adoption for a specific use case .

Given that DHL Express is one of the largest logistics and transportation conglomerates in the Middle East and globally , how important is it for the company to have robust and secure IT infrastructure and systems ?

CASE STUDY

A secure , highly reliable and available IT platform is central to our company strategy that consists of four basic pillars which starts with motivated people – so , having the right tools and automation helps our employees stay connected while enabling them to do a great job ( be productive and happy ). Our IT platform mirrors our physical network that ensures critical information is available when needed at all levels within the organisation and that helps deliver a great service quality which links to the second pillar . Adding new IT capabilities reduces customer effort and keeps them loyal . Finally , a highly efficient and resilient IT platform contributes to a profitable network which is contributing to the fourth pillar .

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