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 nonnegotiable for consumers. At the same time, cross-border trade is emerging as a key area for Indian SMEs. Sandeep Juneja, VP - Sales & Marketing, DHL Express India, spoke to Rajarshi Chatterjee about how the company is adapting—investing in automation, digital tools, and global trade programmes like GoTrade and MyGTS to support growing demand and power the next phase of logistics.

- Sandeep Juneja

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?

With a network spanning over 220 countries and territories, DHL Express India is committed to connecting people and enabling businesses with precision and efficiency. This mission is powered by our people and the strategic application of automation. Our automated shipment sorting hub in Delhi, for instance, processes up to 2,000 shipments per hour, delivering a 30% improvement in productivity.

To ensure speed and reliability, we offer services like 'Clear-in-air' which enable customs clearance while shipments are still in transit, significantly reducing delivery times. Maintaining high service levels at every touchpoint is fundamental to our operations.

Security and transparency are critical pillars of our service. The integration of RFID technology enhances visibility, accuracy, and security throughout the supply chain. With cybersecurity risks increasing, our information security management system—supported by dedicated data centres and robust global protocols—safeguards sensitive data and operational integrity.

Tools like Track & Trace allow customers to monitor shipments in real time, helping prevent delays. Our expanded 'On Demand Delivery' (ODD) platform provides flexible delivery options, enabling recipients to choose delivery times or redirect shipments as needed. This is especially impactful for e-commerce, where customer convenience drives purchase decisions.

Together, these innovations reinforce our commitment to reliable, customer-focused logistics in a digitally evolving marketplace.

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?