Challenge
DHL was dealing with a familiar problem: limited visibility into its maintenance operations. There was almost no traceability on work being done, and technicians were closing out work orders without proper validation, putting service quality at risk and making it hard to measure team performance.
But the challenges didn’t stop there. DHL also needed better ways to track response times to service tickets, so it could prioritize critical issues and streamline resource allocation. The team lacked reliable data to power dashboards and actionable KPIs. And with technical teams spread across multiple regions, it was tough to maintain consistent structure, efficiency, and alignment on results.
Technology and data security were non-negotiable. As a global operator, DHL had to ensure any platform integrated with its systems met strict IT and compliance standards. Tractian’s secure infrastructure—which authenticates all APIs and ensures encrypted TLS (HTTPS) connections—made it possible to move forward with confidence and scale maintenance digitalization across operations.
Solution
In July 2024, DHL took a major step toward optimizing its maintenance operations by implementing Tractian CMMS. The platform was quickly integrated as the backbone of the company’s operations, enabling the team to work with greater control, visibility, and focus on results. Implementation was significantly faster compared to previous solutions.
With Tractian CMMS, DHL achieved:
- Full traceability of work orders and maintenance logs
- Field task tracking via mobile devices
- Reliable dashboards powered by real-time operational data
- Individual performance visibility for each technician, enabling efficiency and response time tracking
Impact
DHL strengthened its maintenance management by streamlining key processes and setting a new standard for efficiency, traceability, and operational control—and it yielded remarkable results:
- Significant improvement in technician productivity metrics
- Notable reduction in monthly maintenance costs
- Productivity-based bonus plans, backed by accurate, auditable data
The real game changer? Visibility. Instead of operating in the dark, DHL teams now make decisions based on real-time data, anticipate maintenance needs, and carry out tasks with full traceability.
What's Next
After seeing the impact of the CMMS on its operations, DHL is moving forward with the next phase of maintenance transformation:
- Evaluating and implementing the Maintenance Planning & Scheduling Module
- Rolling out the Supply Chain Module, integrated with SAP to connect inventory and maintenance in one unified platform
- Presenting the project for local and global expansion, aiming to standardize operations across regions
With these next steps, DHL continues its shift toward a smarter, more connected and scalable industrial operation.
