wmx 2016 - customer experience: pick up points vs. automated parcel lockers
TRANSCRIPT
WMX 2016, 16.06.2016, Warsaw Pawel Babut | Click & Collect Manager | Poczta Polska
Customer experience: pick up points vs. automated parcel lockers.
POLAND IN BRIEF
What form of delivery drives you to transaction? Source: Gemius 2015, E-commerce in Poland
38,6 mln citizens
78% (30 mln) internet users
58% (17,5 mln) internet buyers
23% transaction
growth
0 10 20 30 40 50 60 70 80 90
100
Courier delivery
to home \ work
Poczta Polska
delivery to home \
work
Parcel lockers delivery
Collect in store \
shopping mall
Collect in Post
Office
Collect in press kiosk
(Ruch)
Collect on the way (metro, railway station)
Collect in petrol
stations
POCZTA POLSKA – CLICK & COLLECT NETWORK
Own Post Offices Over 4 000
NOW OVER 5 000
POINTS
Parcel Lockers 24/7 Currently: 38
Planned development of Click & Collect network:
Till 2020 y. – 10 000 points
Partner’s pick up points 24/7 Over 1 000
Access Points - 1 300
DPD - 1 100
DHL Servicepoint - 1200 + 100 Parcel lockers
Parcel Lockers - 1 900
Kolporter, Małpka ekspres - 500
GLS ParcelShops - 1 500
RUCH – press kiosks - 2200
Orlen petrol stations - 1 000
Empik - 200
Żabka, FreshMarket - 4000
Poczta Polska - 5 000
Source: Apex Insight „European Parcel Shop and Locker Networks” 2015. Own information.
POLAND – CLICK & COLLECT MARKET (20 000 points)
POLAND – PARCEL LOCKERS
Automat DHL 100
Indoor
Poczta Polska – 24/7 Zone „Post Automats” – 38 „Sending kiosks” – 38
Indoor
InPost Parcel Lockers
1 900 Outdoor
Click & Collect users are users of courier services, who are not satisfied about standard profile of the service.
Most important for them is the possibility to collect parcel anywhere, anytime.
CLICK & COLLECT IN END USER EYES
Advantages: 1. Close to home, optionally job, or on the way. 2. Price - cheaper than in standard courier service. 3. Delivery speed – shorter than in traditional courier service (80% D+1, 20% in D+2). 4. Notification about status and collect code via SMS (TXT) and optionally by e-mail. 5. Possibility to pass collect code to another person. 6. Tracking
.
Disadvantages: 1. Lack of Safety –
potential risk of theft or assault (evening or night).
2. Lack of standard of working hours.
.
PICK UP POINTS: - ”Human interface” - ID or collect code (soon) - Indoor - Access in limited hours for 80% points, 24/7 for 20% (mainly petrol stations) - Risk of queue - Various working hours - Safety - Possibility to check the parcel and reject - Cash on Delivery (only Post office, only cash)
PICK UP POINTS vs PARCEL LOCKERS
PARCEL LOCKERS: - Screen interface or even no screen. - Collection by code. ID is not needed - Pass the code to other person. - Indoor (possible outdoor) - Access 24/7 (limited hours in shopping malls) - Quick and easy collect process (code in SMS and e-mail, optional Qrcode, and mobile app). - Anonymity (gifts, erotic gadgets) - Cash on Delivery (only electronic methods of payment)
Perspective of end user- 300m (4 minutes walk) from my home are: - 2 Post Offices open till 8 P.M. - 1 Orlen petrol station 24/7 - 1 Parcel Locker 24/7
Perspective of company (Courier and E-commerce): Total over 5 000 pickup points, petrol stations, parcel lockers.
DIFFERENT PERSPECTIVES OF BUSINESS AND END USER
„Parcel lockers and click-and-collect are not mutually exclusive - they complement each other.”
Ian Kerr, Eyefortransport, Post Office Click-And-Collect, http://www.eft.com/hi-tech/post-office-click-and-collect
SUMMARY
Today's customer expects variety of choices, he wants in a particular place to decide what is most appropriate for him. On the brand he expects to make his life easier.
Marta Gozdyra, Everbe, Customer Experience Expert
NEXT STEPS?
Robot + autonomous (driverless) electric vehicle?
NEAR FUTURE? PARCEL LOCKER ON WHEELS?
+ More about Home Delivery Logistics Networks using Driverless Delivery Vehicles http://www.ise.ncsu.edu/kay/hdln/
NEAR FUTURE?
