How carriers are diversifying their offer
Today, carriers must provide on-demand or “à la carte” solutions. When it comes to delivery windows, we now talk in terms of half-day slots and some specialists are even looking at a third slot with an evening option (6 p.m. to 9 p.m., for example) or weekend option.
In the realm of “track and trace”, there are several innovations to more closely track one’s package in real time. Tracking is more and more detailed. On the morning of an express delivery, a parcel’s recipient can get a text message that indicates a shorter delivery window of just two hours. Since January, GEODIS text messages have offered a third tier of information for express deliveries with an additional message sent one hour before indicating the package’s ETA (estimated time of arrival). The customer can then see the driver’s geo-positioning on a map with real-time updates.
While this is clearly a boon to the end customer, the carrier and the company that contracted with it are also winners. The service prevents the recipient from being absent and reduces the rate of unsuccessful deliveries, which create dissatisfaction all around. The recipient absentee rate drops from 6% to less than 2% thanks to these tools, which are constantly evolving.
As for the quality of service, how can you be sure that the interaction was positive? At GEODIS, recipients now receive an email after their delivery, which contains a link to a customer satisfaction survey. This allows you to evaluate the interaction and verify that everything went as planned. The response rate is close to 30%, indicating recipients’ interest in providing feedback about their delivery experience.
Delivery beyond the doorstep and extended take-back guarantee
This survey is all the more important as delivery people are taking on more and more tasks. The package is no longer just moved from the truck to the front door. It may be carried upstairs, or even installed in the room of use (a bed in a bedroom, a refrigerator in the kitchen, etc.). Taking back packaging, picking up old equipment or managing parcel returns also raise issues. In France, the AGEC Act (a law to prevent waste and promote the circular economy) has required any merchant selling household appliances to take back old appliances from its customers. This take-back guarantee was recently extended to other categories such as furniture, which, it should be remembered, is one of the growing e-commerce sectors.
Parcel returns must also be taken into account, in terms of the volume and quantity of goods. By relying on a company that specializes in e-commerce transport and logistics, businesses and retailers can benefit from a solution that ensures they meet their regulatory obligations.
Also read: Build customer loyalty with an effective return policy
As we have seen, the emergence and the ensuing explosion of e-commerce have turned the world of logistics and transport upside down. Consumers want increasingly precise and scheduled deliveries. They want to be able to choose between different options and have their packages taken upstairs, right into their home to the room of their choice (sometimes with the removal of the property being replaced) by the most professional and friendly carriers possible who, ideally, have eco-friendly delivery fleets.
While this obviously generates new challenges, such as managing returns and collecting old objects, offering an efficient delivery solution from A to Z is not mission impossible. You just need to be well informed… and to partner with the right service providers!