Commuter Solutions

When Will Delivery Companies Respect the Needs of Customers Again?

In today’s world of business, the customer is everything. They decide when and where they want their products. But when dealing with parcel delivery services, it feels the opposite way. With significant developments in parcel delivery innovations, there is a distinct possibility for delivery companies to make the customer feel like a king again.

People are usually frustrated knowing that their parcel has not arrived on time. Due to working hours and being unable to be at home – they end up receiving a delivery notice card saying that it can be picked up from the parcel station. The problem is well-known but no major carrier seems to care.

Hence, the customer service sure feels different as delivery companies cannot meet customer’s needs.

Precise delivery time window is an expensive solution. Delivery routes will have to be cut into smaller fractions, leading to an increase of vehicles needed and the distance covered. Despite increase in costs, this seems to be the emerging trend as more and more companies are introducing real-time solutions.

One of the top most global courier companies introduced a service where customers can receive a one-hour delivery window and reschedule the parcel while the delivery is on the move. Real-time tracking follows the delivery with a 15 minute countdown. This innovation was made possible through the GPS satellite tracking systems.

Every parcel today has its own tracking number. So, when the parcel reaches the last delivery hub, smart systems may enhance the notification mail by a simple web interface including a date picker. Some larger companies are just about to implement this methodology.

Connected communication is the key to improve customer satisfaction

For example, if a person chooses the delivery date in the next two days, the company can identify the parcel by its tracking number and just keep it inside the storage. Scheduling the delivery to a day chosen by the customer will improve their satisfaction significantly and will also save costs. And some of the larger companies are just starting to roll out such services.

Now the next step towards customer satisfaction is just to offer an evening delivery. It does not need to be an expensive 20 min time window. Sometime between 19:00h and 22:00h would be well suited for most working people.

And to make this complete, the delivery portfolio needs to be upgraded by some kind of same-day and Sunday deliveries. Customers expect faster deliveries and in the near future that will mean not only on the same day but for an exact hour. The customer needs of fast, time-specific and same-day deliveries could be satisfied by using a mix of improved ordering, picking and GPS technology.

The technology is available but the question that remains is: which company is the first to make it happen that the customer feels like a king again?

Share your experiences with parcel delivery companies


Please note that this article expresses the opinions of the author and does not reflect the views of Move Forward.

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