From automation to AI: How DHL Express India is powering SME exports

India’s e-commerce boom has brought delivery expectations to the forefront, with speed, flexibility, and visibility becoming non-negotiable for consumers. At the same time, cross-border trade is emerging as a key growth area for Indian SMEs. In an interview, Sandeep Juneja, Vice President – Sales and Marketing, DHL Express India, shared how the company is adapting to evolving shopper preferences, investing in automation, and supporting small businesses with digital tools and global trade partnerships. From advanced sorting facilities and RFID-enabled visibility to SME-focused programmes like GoTrade and MyGTS, DHL Express India is building the infrastructure and intelligence needed to power the next phase of logistics in a digitally connected economy.

The DHL E-Commerce Trends Report 2025 shows that 80% of Indian shoppers abandon carts due to missing preferred delivery options. How is DHL Express India responding to these rising delivery expectations in terms of speed, flexibility, and transparency?
With a network that covers over 220 countries and territories, we can connect people and improve lives with great efficiency. This can only be done with the help of our people and leveraging automation where it counts. For example, our automatic shipment sorting hub in Delhi houses the automatic sorting machines with a capacity to sort 2000 pieces per hour, delivering a 30% improvement in productivity. Our services like 'Clear-in-air' facilitate customs clearance during transit, reducing delivery times. At every touchpoint, we ensure to maintain a high service level.

Security and transparency are crucial to our operations, and we ensure that our customers continue to trust us as their first choice. The integration of RFID chips within the supply chain helps us enhance shipment visibility, accuracy, and security. With the growing reliance on technology, cybersecurity threats remain on the rise. DHL therefore runs an information security management system with data centres and a robust set of objectives, processes, and guidelines underpinning our information security policy. To enhance visibility throughout the shipping process, we offer tools like Track & Trace, which allows shippers to monitor their shipments in real time and prevent delays.

Our ‘On Demand Delivery’ service empowers shippers and recipients to customise delivery preferences, offering them flexibility and reducing the likelihood of undelivered shipments, thereby improving customer satisfaction. DHL Express India has expanded its ODD platform, allowing customers to choose from a range of flexible options, including rescheduling deliveries, changing addresses, and selecting preferred delivery time windows. This has proven particularly effective in serving the needs of the growing e-commerce segment, where convenience and control directly influence purchase decisions.

Together, these efforts reinforce DHL Express India’s commitment to meeting the evolving expectations of modern consumers, strengthening our position as a trusted logistics partner for e-commerce growth in India.

With Indian consumers increasingly prioritising sustainability, how is DHL Express innovating in areas like green logistics, carbon offsetting, or packaging — and are there any notable partnerships driving these efforts?
The most notable progress is that we are one of the few organisations worldwide and the first in logistics to take a stand in reducing our Scope 1, 2, and 3 emissions. We are doing what is technically feasible and commercially viable right now.

We have set milestones to focus our efforts and measure our progress, under Strategy 2030 where we have added ‘Green Logistics of Choice’ as our fourth bottom line. These transparent, time-bound targets and KPIs are integral to our strategic planning and decision-making processes, much like our financial goals. By 2030, over the base of 2021, we aim to achieve the following objectives:

• Reduce greenhouse gas (GHG) emissions to <29m metric tons of carbon* by doubling down and accelerating decarbonisation measures across all operations.
• Target >30% Sustainable Aviation Fuels (SAF) blending in our Express and Global Forwarding businesses.
• Electrify 66% of our last-mile delivery vehicles.
• Leverage a carbon-neutral design for all new buildings.

As of 2024, we are incredibly proud to say that we have made significant headway against these targets. In 2021, GHG emissions stood at 40 million metric tons. Comparatively, in 2024, this was reduced to 33 million metric tons CO2e. In our buildings, we are expanding the use of solar power to generate electricity.

By 2024, as a Group, over half of our 66% last-mile electrification target was already achieved as 41.4% of our pickup and delivery vehicles were electrified.

We consistently advanced the decarbonization of our business activities, leveraging sustainable aviation fuel in our air transport activities. Through insetting, GoGreen Plus offers customers a measurable and certified way to reduce logistics-related emissions without relying on offsetting. The SAF used is sourced through global partnerships with suppliers like bp, Neste, Cosmo Oil Marketing and World Energy, and is produced from sustainable feedstocks such as used cooking oil and other residues. Through these strategic partnerships, we have succeeded in increasing the use of sustainable aviation fuels in our own fleet to 3.5%, despite the continued low availability of such fuels. This puts us well above the average for the logistics industry.

How are drones or autonomous vehicles being evaluated or adopted by DHL Express in the Indian mid-mile or first-mile logistics space? Could such innovations soon be viable at scale in this region?
We are always actively exploring new technology, including drones and autonomous vehicles to enhance the efficiency of our logistics operations.

DHL Express has long supported the global ambitions of Indian SMEs. With evolving trade dynamics, how are you enabling cross-border e-commerce growth for these businesses, especially in key verticals like fashion, electronics, jewellery and personal care?
DHL Express is committed to supporting the government’s active effort to make India an export-led, ‘aatmanirbhar’ (self-dependent) economy. MSME’s play a key role here as the backbone of India's economic landscape, pivotal in employment generation, entrepreneurship promotion, economic development and exports.

DHL’s GoTrade programmes specifically aims to foster international trade and promote sustainable economic growth by empowering MSMEs to engage in cross-border commerce. Leveraging our expertise in logistics, customs, and trade, the programme seeks to educate MSMEs on the strategic advantages of global trade and equip them with the necessary tools to access international markets. As a global trade facilitator with a presence in over 220 markets, our objective with GoTrade is to integrate MSMEs into the larger narrative of globalisation.

In the jewellery segment, for instance, we have signed an MoU with the Gem & Jewellery Export Promotion Council (GJEPC) to enable India-crafted jewellery to be shipped globally via our time-definite international (TDI) courier services. This ensures faster, more secure deliveries with complete shipment visibility. GJEPC members benefit from exclusive pricing and educational seminars that equip them with best practices in international shipping and compliance.

We have also signed an MoU with the Directorate General of Foreign Trade (DGFT) to conduct training and capacity-building workshops across 76 districts in India. These sessions focus on building capabilities in global trade processes, documentation, and e-commerce fulfilment, particularly for sectors like fashion and personal care, where branding and timely delivery are critical.

Furthermore, by partnering with the Open Network for Digital Commerce (ONDC), we have onboarded over 200 SMEs. We are providing them with post-onboarding incubation support, including help with product selection, pricing, order management, and promotions—all of which are essential for success in verticals like electronics and personal care.

Additionally, DHL Express has implemented many digital solutions that help MSMEs and startups kickstart their global sales.

A tool like My Global Trade Services (myGTS) is particularly beneficial to sellers in their business strategy development phase. As a free, online, self-service pre-shipment planner, it allows companies to identify the correct Harmonised System (HS) codes to categorise products for shipping. It also offers preliminary data on existing free trade agreements between the source and target countries. This information gives sellers a transparent understanding of the associated costs, enabling effective product pricing. When the business is prepared to make the leap, they can open a DHL account from anywhere and at any time. The setup is also accessible to startups and individual shippers lacking a credit history.

DHL Express Commerce, integrating DHL Express shipping services with numerous e-commerce platforms, aids businesses in automating shipment creation and managing the fulfilment process. This feature is particularly useful for sellers who need to ship multiple orders efficiently.

The First Time Buyer (FTB) Programme is a dedicated initiative designed to support first-time shippers, including SMEs, especially those who are new to global trade. Recognising that first-time shippers often face uncertainty and complexity, the programme provides a structured, hand-held onboarding experience to build confidence and enable success. Over a 90-day support period, we proactively monitor shipments and conduct regular check-ins, ensuring that first-time shippers feel guided every step of the way.

Through these multi-stakeholder collaborations and targeted interventions, we are not only enabling Indian SMEs to meet global standards but also ensuring they are well-equipped to seize emerging opportunities in cross-border e-commerce.

Are you seeing any shift in demand across international trade lanes due to tariff changes or trade policy uncertainty? How do these developments affect your pricing, transit strategies, or customer communication?
What we have usually noticed is that when there is trade slowdown within one trade lane, we usually see trade picking up on another trade lane. Trade is ever evolving but so are we at DHL and therefore we remain dynamic, constantly keeping an eye on our network and ensuring that we are there for our customers in an uncertain and volatile environment.

DHL Express is often associated with speed and premium service. Are there new service offerings or digital tools being introduced in India that enhance customer control, delivery customisation, or predictive tracking?

Technology helps us remain one step ahead of the curve. Leveraging innovations such as real-time tracking systems, automated sorting facilities, and advanced data analytics to name a few, DHL is streamlining processes, reducing transit times, and offering a far superior customer experience. We have numerous tools that keep our ‘big yellow machine’ moving and more importantly excelling -

• Electronic Shipping Solutions (ESS): This tool supports compliance with Goods and Services Tax (GST) and E-waybill requirements, streamlining the shipping process and reducing the risk of delays due to regulatory issues. It enhances the overall customer experience by ensuring that all necessary documentation is in order.
• Clear-in-air: This service enables customs clearance during transit, significantly reducing delivery times. By processing customs paperwork while shipments are in the air, DHL can expedite the delivery process and minimise waiting times upon arrival.
• DHL Import Easy Tool 2.0 (DIET2.0): This tool enables businesses to download pre-alert and post-shipment documents easily. By improving coordination with clearance teams, DIET2.0 accelerates the processing of shipments and enhances the overall efficiency of import logistics.
• Cloud Solutions: Utilising cloud technology provides flexibility and scalability for DHL's IT infrastructure. This allows for quick adaptation during peak seasons, ensuring that systems can handle increased demand without compromising service quality or accessibility.
• AI-powered Applications: DHL employs AI-driven digital assistant chatbots that assist customers by providing document summarisation and sentiment analysis. These tools enhance customer interactions by offering quick responses and personalised support, improving overall satisfaction.
• Data Analysis Tools: These tools enable DHL to predict shipping volumes, revenue, and sector growth accurately. By analysing historical data and market trends, DHL can make informed decisions and optimize operations to meet customer demands effectively. Our machine learning models enable proactive exception management of shipment movements.
• My Global Trade Services (MyGTS): This platform assists customers in navigating international shipping regulations and provides accurate shipment classification for expedited customs clearance. The "Trade Lane comparison" feature that we added last year offers insights into market regulations, empowering customers to make informed decisions about market expansion.
• MyDHL+ Platform: This platform enables shippers to obtain instant pricing quotations and perform label creation, pickup scheduling, and real-time tracking, making it easier for customers to manage their shipments.
• RFID Technology: The integration of RFID chips within the supply chain enhances shipment visibility, accuracy, and security. This technology enhances inventory management and operational efficiency, particularly during peak periods, enabling more effective tracking and management of shipments.

These technologies collectively reinforce DHL's commitment to operational excellence and customer satisfaction, ensuring that we remain a leader in the logistics industry.