MYMALLS

DELIVERING PREMIUM E-COMMERCE TO THE CARIBBEAN’S DOORSTEPS

“I never considered anyone else but DHL.” Chris Quast, Founder of MyMalls

THE CHALLENGEThe growth of e-commerce is making it possible for

businesses of any size to reach customers anywhere in the

world. But the flip side of that comes with its own set of

challenges: where you as a customer are located can

significantly impact your experience as an online shopper.

In the Caribbean, it means that shoppers using U.S.

e-commerce sites are sometimes shut out—the company

simply doesn’t deliver to the customer’s international

address. Even when companies do, deliveries can be

lengthy and unreliable.

This is particularly frustrating given that online shops are

often the only way customers in the Caribbean can buy

certain products, or purchase them without paying a king’s

ransom.

Chris Quast, the

entrepreneurial owner of

a database marketing

company in Curaçao,

experienced just such a

shopping brick wall in the

fall of 2015. He realized

that it was going to take

up to two weeks to

receive a purchase from

an online U.S. retailer

that he badly wanted.

“I decided there had to be a better way,” he said, and

promptly created it: MyMalls.

THE SOLUTION “From the U.S. to your doorstep in 24-48 hours” is the

delivery promise that MyMalls makes shoppers in the

Caribbean on its inviting and user-friendly website.

The first step is, as the website says, for customers to “shop

like a local.” To do this, MyMalls provides every customer, at

no charge, with a unique and specially coded U.S. address to

use when ordering online from a U.S.-based retailer.

The retailer ships to this address, which is actually the

MyMalls fulfillment center in a suburb of Miami. There the

order is readied for shipment to the customer’s address in

the Caribbean. This can be either a home or business.

Then comes a critical part of the MyMalls promise:

delivering the goods within 48 hours.

“I never even spoke to anyone else except DHL,” Chris said.

“I approached them because I know their reputation on

the island and in the Caribbean.”

With one of its U.S. hubs in Miami, DHL is ideally positioned

to provide MyMalls with the infrastructure it needs to

deliver the quality service the company has quickly become

known for.

Delivering orders placed with U.S. online retailers to homes and businesses in the Caribbean is the mission of MyMalls, which worked with DHL to make the service fast, reliable, and highly customer-focused.

“For DHL, both the U.S. and the Caribbean are part of the

same internal structure—our Americas Region. This helps

us provide a seamless service from departure to delivery,”

said Pablo Castellon, Commercial Director of the Caribbean

for DHL Express Americas.

Part of MyMalls’ service includes checking each package

that comes into its fulfillment center to ensure the contents

weren’t damaged en route from the retailer. (If they were,

MyMalls sends the customer a photo.)

DHL systems then add another protective layer. “We use

our scanners and X-ray machines to filter any products that

are either illegal to ship or classified as Dangerous Goods,”

said Taylor Hines, Field Sales Executive, DHL Express

Curacao. “We also have expertise in Customs requirements

for all the countries.”

DHL provided MyMalls with IT support to ensure a smooth

integration of software. One result is the ease with which

customers can track their purchases. Another is that

customers can do an easy DIY estimate of shipping costs.

MyMalls identifies DHL by name throughout its site and

periodically mentions the company on its Facebook page.

Providing this type of transparency is part of the

personalized service that MyMalls uses to differentiate

itself. The company will also consolidate up to three

packages for customers as a way to minimize shipping

costs, and will store customers’ purchases in its fulfillment

center for up to 60 days at no cost.

“We are very involved with our customers,” said Chris.

That approach dovetails with the “Insanely Customer

Centric Culture” that DHL employees live by.

“Our two companies are closely aligned in how we treat

our customers,” said Pablo. “We both appreciate the level

of trust customers put in us.”

THE RESULTSLess than a year after it launched, MyMalls has achieved a

response time of eight minutes in its Live Chat and, most

significantly, a 98 percent success rate in meeting its 24- to

48-hour delivery promise.

“We’re now working toward a goal of 100,000 shipments

a month,” Chris reported. “We’re ready,” said Taylor.

All services may not be available in all areas and are subject to the DHL Terms and Conditions as published at www.dhl.com.©2016 DHL International GmbH. All rights reserved.

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“WE ARE VERY INVOLVED WITH OUR CUSTOMERS,” SAID CHRIS. THAT APPROACH DOVETAILS WITH THE “INSANELY CUSTOMER CENTRIC CULTURE” THAT DHL EMPLOYEES LIVE BY.