asendia presentatie safeshops.be café de halve maan - 5/09/2017
TRANSCRIPT
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The worldis youraddress
Optimisation of Customer experience in cross border delivery
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Who are we?
Combining the strengths of two postal operators
B2C- cross border distribution
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Your international buyer is looking for:
Convenience
Trustful delivery
Information during the whole process
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Convenience
Transittime – not always next day or within 3 hours..
Delivery on appointment
Do I need to stay at home?
Can I pick-up in the retail store nearby?
How far is my nearest pick-up location?
Easy returns
He wants choice in the check-out
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Trustful delivery
Certainty
No damage
Knowledgable deliverer (B2C – last mile)
A correct delivery – correct delivery in B2C more important than a fastdelivery
Can I easily return my parcel?
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Information during the whole process
Connectivity with his retailer and with the delivery company
Mobile
Easy track and trace
Messaging upfront and during delivery
Change delivery moment when necessary
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1- Check-out
2- Communication
3- Upon delivery
4- Return-process – if any
Local postal deliveries France, when do we meet your buyer? With Colissimo:
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Check out
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Home delivery in France
83% offrenchpeoplepreferhomedelivery70% ofColissimoflowisdelivereddirectlyinletter-box
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EXPERTISE IN A MULTI-SERVICESOLUTION FOR INDIVIDUALS
Order pick up and returns drop off
PROXIMITY• 18 000 delivery points• 95% of the population of France
lives within 15 minutes of a point• 72% less than 5 minutes away
ACCESSIBILITY• Open 6/7 days• 100% open on Saturdays• 91% until 19.00
PUDO Service –
8000 Convenience stores & 10 000 Post Offices for your customers & 800 lockers
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PUDO Service France – La Poste offers 19.000 points
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Delivery notification
If Destinee not available àhe can choose another
delivery day or local PO for picking up
Innovation
D - 1 D DAY
Parcel delivered (in letter box or in hand)
D - 1 D DAY
Delivery + notification
Parcel delivered on scheduled time slot on chosen day
Parcel delivered in letter boxDELIVERY +
Messaging with information on delivery time slot (2 hours) for
parcels upon signature and oversized
Today
S2 2017
Parcel delivered in chosen post office from 3pm
Delivery notification
Smart Delivery
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Home Delivery D-1 Delivery +
Messaging
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Pudo availabilityDelivered in letter box
Messaging
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Delivery + Benefits
Colissimo keeps ensuring the best customer experience
q Better information for recipient customerso E-mail information on each key delivery step
q E-buyer customer relationship preservedo Co-branding messageo Data used only for delivery information
q Optimized deliveryo Increase the succesfull delivery level on the 1st attempto Decrease the non-deliver parcel returned
q Helpfull in business managemento Improve the loyalty level of customers satisfied by a positive delivery
experienceo Decrease the direct contact to the customer service
Messaging
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Deliver your customers from everywhere in 3 steps
Collection at store in France à on a regular basis or on-demand
Colissimo labels printed in stores via an API request to our server
Delivery on your customers expectations à Home delivery / Pudo or collect in Store
Omnichannel
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Delivery on the same day is on project. We’ll keep you updated on a possible go live
Ship from Store same day ----à future
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Check-out
Communication
Upon delivery
Local postal delivery Switzerland, touchpoints e-buyer:
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Choice in Checkout
PickPost point at train station3.
Office deliveryaddress
4.
My Post 24terminal2.
Home deliveryaddress
1.
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Returns -According to your customers’ needs
3.
4.
2.
1.
Drop-off in a post office or agency
Drop-off at Mypost 24-
terminalPickPost point at train station
Pick@home
Free pickup- From mailbox- At normal delivery place- Left by the door- Handed over personally
With 99% the drop-off options 1., 2. and 3. are the favorite way of Swiss customers to return their parcels. • They do not need be at home.• They have confidence that the parcel is registered for returning.
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Just launched
4 time-slots per day, offered in check-out
Time-slot Home delivery
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1. Home DeliveryOptions in case of failed first delivery
Option 3 - Forward the parcel• Selection of any other
address incl. PickPost and my24.
• Selection of a day within next 30 days.
• Selection of delivery timeframe optional.
Option 4 - Issue a single authorizationAny authorised person can pickup the parcel in the name of the recipient.
free
Homedelivery options
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• Full flexibility to pickup the parcel
• 79 My Post 24 terminals
• 24/7 accessible
• Max locker size 74,5 × 44 × 61 cm
• Full flexibility to pickup the parcel
• 79 My Post 24 terminals
• 24/7 accessible
• Max locker size 74,5 × 44 × 61 cm
Free SMS/E-Mail notification
Over 17’000 persons were registered and used the My Post 24 service in 2015.Over 19’000 parcels were delivered directly to such an address in 2015.
Locker stations
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• 2400 PickPost points:
~ 200 train stations and petrol stations
~ 1’450 conveniently located post offices and around 740 post agencies
• Easy pickup of the parcel on the
way to work
• Extended opening hours
• PickPost point can differ per order
• All parcel sizes
Over 200’000 persons were registered and used the PickPost service in 2015.Over 250’000 parcels were delivered directly to such an address in 2015.
Locker stations
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Interactive Delivery in SwitzerlandNotification services for the sender – SMS* or E-Mail
D - x D DAY D+1/2 D +2/3 D +5/6
Parcel preparation
Parcel sorting Parcel delivery Parcel pickup Parcel pickup
”Confirmation ofmailing”
• Sent automatically after your data has been received.
• Standard text or an individual free text.
”Delivery information”
• This service tells the recipient when a parcel will be delivered to them.
• Sent based on sorting information at center where date can be calculated.
• Standard text or a personal free text.
”Mailing status to sender”
• Delivery or attempted delivery message
• Immediate and proactive message about the (attempted) delivery.
• In case of attempted delivery a second delivery message if delivered within 10 days.
• Standard text.
”Collection information”
• Information about availability of the parcel at the post office in case of failed 1. delivery.
• Standard text.
”Reminder torecipient”
• Reminder after 3 days to pickup the parcel at the post office.
• Standard text.
Messaging
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Interactive Delivery in SwitzerlandFull flexibility of receiving parcels in 2017
New functionalities will give a wide range of flexibility users of “my consignment”.
• Route proactively the parcel online.• Change settings per parcel and
permanently.
• Choose preferred delivery days.• Choose delivery options:
- Standard- Deposit at dedicated place- Delivery to specified neighbour- Delivery to upper floor
• Choose morning or evening delivery• Choose different delivery address PickPost /
My Post 24 or any other address• Delivery acceptance for signed items
My Consignment
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• eCIP• Tracked-untracked• Mailbox-delivery or personal delivery• Dense network of postoffices• Available in 26 countries today
E-commerce solutions in postal systems
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TrackingTrackingTracking
Information to the recipient
Tracking
Response / resolution time
Lost in transit / delivery delay
Asendia Tracking
Will contribute tosolve 3 of them
TRACKING
RESOLUTION TIME
DELIVERY DELAY
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Become part of best-in-class tracking systems
Asendia advantage is to:
• Provide end-to-end, complete and accurate tracking information for its customers • Make it easy for its customers to access “all in one”• Monitor tracking quality and delivery times in Asendia and anticipate quality issues
Customer relation excellence
• reduce the number of claims related to tracking issues
• have one single point for tracking, search and analysis
• optimize response and resolution time• manage proactively quality & incidents• Improve the resolution of after-sales
issues for customer service
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Convenience √
Trustful delivery √
Delivery adapted to his local habits √
Information during the whole process √
Have we met the buyer´s expectations?
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Thank you for your attention