How should one take care of one’s clients in a competent and responsible manner? Hermes does so using a system known as the “Customer information and control system”, or “Kiss” for short (based on its German name). It provides customer service employees with an internet platform which supplies them all with the same level of information. The nucleus of Kiss is the centralised call centre in Hamburg. Its 200 – 220 employees – this number is doubled in peak periods such as Christmas – deal round the clock with up to 25,000 customer contacts a day. Kiss and the customer relationship management (CRM) systems are based on the same technical platform. This is designed so that both systems can be used by a number of Hermes companies, including Hermes Logistik Gruppe Deutschland, Hermes-Otto International and Hermes Fulfilment, with different access rights.
Like HLGD, Hermes Transport Logistics offers its clients an efficient GPS tracking system enabling the current position of every transport unit to be monitored constantly around the globe. Customs clearance for the import and export of all goods is part of its standard programme. Hermes Fulfilment offers detailed reporting of all goods movements. If goods have to be tested at the point of production, Hermes Hansecontrol is ready and waiting. If problem products are discovered, the company gives tips on how the manufacturing process can be modified. Even at the end of the chain, when goods are being delivered, the Hermes Einrichtungs Service offers a half-day delivery slot, assembles furniture and disposes of the packaging.

This shows how service is integral to the company’s success.