Best Practice DHL Express

Area of application Worldwide document archiving.
Industry Logistics
Employees 77,000
Turnover In the region of €11.8 billion
Headquarters Bonn
Integration Customer portals, internal DHL Express applications
Project scope Worldwide

Our hunt for an ideal document management solution has reached global proportions, but it turns out that the answer was right in front of us all along – just across the River Rhine at SER.

Martin Treder Global IT, DHL Express


  • The old, decentralised systems did not offer consistent access to electronic documents
  • High, uncertain operating costs
  • Limited functional extendibility
  • No guaranteed performance or response times
  • Different solutions for long-term and short-term archiving


  • Scalability: Central management of a growing number of documents and document types
  • Standardisation: Alignment of document management processes
  • Costs: Improved archiving costs through synergy and SaaS models
  • Compliance: Conformity with all legal requirements worldwide


  • DHL “Global Imaging Archive (GIA)” based on Doxis4
  • High-availability solution
  • Long-term archiving for documents with retention obligations
  • Scalable document volumes, functionality and number of users
  • Global availability for users throughout the world

Project overview

Initial situation

For quite some time now, DHL has relied on the use of electronic document filing processes, with its main focus on the ability to access information in real time all over the world. However, the old archive currently in place did not offer consistent access to the electronic documents and only had limited functional extendibility. Not only this, but different solutions were required for long-term and short-term archiving. It is for such reasons that DHL made the decision in 2010 to introduce a uniform, company-wide DMS solution. After carrying out a detailed analysis, DHL entered into a partnership with Hewlett-Packard to create one of the largest commercial document archives in the world. The software of choice was the Doxis4 iECM Suite from SER. The objectives of this venture included establishing conformity with all legal requirements worldwide (compliance), a higher degree of flexibility as a result of processing many different document types through uniform interfaces, and an increase in speed thanks to the immediate access to documents on the archive.

Reasons for SER

It was important for DHL that the new solution met not only existing functional requirements, but also those that may arise in the future. The decision to adopt the HP SaaS concept, which is based on Doxis4, was the result of a comprehensive selection process.


A multifunctional, high availability, extendible document management system based on the Doxis4 iECM Suite


With customer portals – such as delivery confirmations in Track & Trace – as well as with internal DHL Express applications, such as customer service, operations and customs handling

Volume of documents

Current volume of documents stored: 3.1 billion; growth/month: 130 million


In the region of 32,000 active users


The electronic archive currently includes 66 different document types, from the operations, customer service and finance industries, right through to aircraft maintenance. Even documents from the invoicing and shipment recording systems are added to the archive. The stored documents are available around the clock. The system is hosted by the HP Data Centre in Frankfurt am Main. Plans are underway to introduce electronic records and workflow-managed processes.


  • DHL employees: Direct, worldwide access to all documents relating to DHL applications; ability to download documents to send to customers
  • Customs and tax authorities: Proforma invoices and hazardous goods documents are available quickly
  • Customers: Instant access to proof of delivery including recipient signature; access to transport packages in the form of unforgeable documentation

How can we help you?

+49 (0) 30 498582-0
Please add 5 and 2.

Your message has reached us!

We appreciate your interest and will get back to you shortly.

Contact us