31/03/2022

DHL, a global leader in logistics, has rolled out what3words location technology to its UK Parcel App. From today, customers can add and save their what3words address to their profile in the DHL Parcel App, enabling them to specify deliveries to a very precise location – be it the front door, specific apartment complex entrance, or a tucked-away side passage. The DHL Parcel App gives customers power and flexibility over their delivery – and the addition of what3words will make the process even more efficient.

what3words is reimagining the way we communicate location. It has divided the world into a grid of 3m x 3m squares and given each square a unique combination of three words: a what3words address. For example, ///chemistry.cloth.woke points to the precise entrance of Brighton Palace Pier.  It’s an easy way to find, share and navigate to precise locations, anywhere in the world. DHL customers can discover their what3words address via the free what3words app – available for iOS and Android – or the online map at what3words.com. They can then save their what3words address in the DHL Parcel App, under ‘Delivery Addresses’. Their future orders fulfilled by DHL UK will be dropped off at that exact location. 

The e-commerce boom has led to a rise in deliveries, and today as many as 85% of UK internet users place orders online.1 However, 74% of the UK population say guests, deliveries or services struggle to find their homes on a daily basis.2 Inaccurate addresses cost businesses time and money, and damage customer satisfaction. In fact, 56% say that they won’t shop with a retailer following a poor delivery experience.3 

The last mile accounts for up to 55% of the delivery cost4, largely because street addresses and postcodes guide delivery drivers to a street or broad area, but often not to the exact door the order needs to be delivered to. By using a what3words address, DHL drivers can find delivery locations at the first attempt so routes can be better optimised, helping DHL cut out the inefficiencies that create surplus emissions in the last mile.

New technology plays an important role in improving operations, reducing costs and enhancing customer service,’ says Chris Sheldrick, Co-founder and CEO of what3words, ‘DHL continues to innovate in its approach, and we’re looking forward to helping their drivers find and make deliveries with ease, giving customers the peace of mind that their parcel will arrive exactly where it needs to go.

Around the world, what3words is being used by logistics companies and at e-commerce checkouts to deliver goods exactly where they’re needed, and companies such as Premier Inn and Lonely Planet use what3words to help travellers find the right hotel entrance or hard-to-find restaurant. The technology has also been built into in-car navigation systems including Mercedes-Benz and Mitsubishi, enabling drivers to enter any destination with just three words. Emergency call centres are also embracing what3words at a rapid pace, with control rooms in the UK, US, Australia, Germany, Belgium, Austria, Singapore, Canada, India, and South Africa all utilising the innovative technology. And every day, people are using what3words to meet up with friends at parks and on beaches and to share running, hiking, and sports match locations with their teams.

1. UNCTAD, “UNCTAD B2C E-COMMERCE INDEX 2016.” LINK.
2.  Based on a survey of 1,000 motorists across the UK aged 18+.
3. Accenture, ‘Holiday research 2020—A retail season like no other’ LINK.
4.  Apex Insight, ‘Global parcel delivery market approaches $350bn.’ LINK.

To find out how you can improve customer experience with what3words, visit our website or get in touch.