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Why Multi Carrier?. Wide range of customer experience to call on.

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Presentation on theme: "Why Multi Carrier?. Wide range of customer experience to call on."— Presentation transcript:

1 Why Multi Carrier?

2 Wide range of customer experience to call on

3 What the customer wants: Carrier perspective Lower costs New services Later cut-off times More flexibility Better quality Higher reliability Better account management Innovate Control costs Increase drop density Manage price Sweat assets Implications for service

4 What the customer also wants: Customer perspective Range of delivery options Best in class across a broad range of services a wide range of product types and sizes Range of cut-off times Good geographic coverage Avoid punitive surcharges Consistent performance Integration with own fleet options Contingency Integrated customer care Pro-active customer management Integrated returns Control over supplier home delivery Multi-carrier.solution one system,....not many Control Visibility Flexible and comprehensive Implications for service

5 Avoid the single carrier trap New ITT New carrier selected Poor carrier management Carrier under performs Weve tried all the carriers before and none of them seem to be able to cope with our business OLD SCHOOLMETAPACK MODEL Use technology and the information obtained from the technology to achieve best in class financial and operational performance from a range of carrier partners Use specialist carriers for niche capabilities Joint continuous improvement programmes improve overall performance Time Performance Select carriers Niche skills utilised Fine Tuning Carrier Management Carrier Management

6 90% of major retailers now use multi-carrier solutions Own Fleet Allocate Label printManifestPro-active & SMSWISMO Carrier Management Tracking and Customer Care Delivery options

7 Naturally there is a market for multi-carrier systems Own Fleet Delivery Management Platform Allocate Label printManifestPro-active & SMSWISMO Carrier Management Tracking and Customer Care Internet Delivery options

8 Better Delivery Options: consumers lifestyles differ Time / Wealth / Segment Value Wealth Time Happy Families Symbols of Success Suburban Comfort Urban Intelligence Rural Isolation Low High Grey Perspectives Blue Collar Enterprise Twilight Subsistence Ties of Community Welfare Borderline Municipal Dependency Consumer classifications

9 Delivery options: consumers have different needs Time / Wealth / Segment Value Wealth Time Happy Families Symbols of Success Suburban Comfort Urban Intelligence Rural Isolation Low High Grey Perspectives Blue Collar Enterprise Twilight Subsistence Ties of Community Welfare Borderline Municipal Dependency Collection Point Premium Services (Named Day, Time slots, Evening, Saturday) Next Day Delivery 2-3 Day Service Consumer classifications

10 Most Retailers are widening their delivery options 75% customers thought a Nominated day was more important than a same day 77% said they would use a text message on day of delivery 78% of customers would use a Doorstep return service 10% customers would pay £20 for same day delivery! If using the nominated day delivery service, respondents would be almost twice as likely to selected an evening delivery slot. 72% of customers wanted an evening or pre 9 am service

11 Leading Retailers offer choice

12 MetaPack automatically allocates to the most suitable carrier Services Constraints Capacity Preference Cost Before 9:30, 12:30 etc Next day Evening 2-man, installation, swap-out Weight and/or dimensions Geography Hazardous, fragile, secure Finite capacity management by trailer, or area (DMS only) Cut off time Charge by weight, area, dims,# parcels, etc. Retailer preferences based on quality, contracts, etc. (DMS only) Cost engine Carrier matrix

13 All labels can be printed from one Pack Bench

14 Multi Carrier Advantages Contingency: immediately replace a carrier that might have service issues Provide appropriate range of services from economy to specialist premium Quickly introduce innovative services Ensure best in class carriers is used against each different service Exploit carrier strengths in particular areas (size, weight, service, geography) Identify best value carrier according to requirements of each consignment

15 Optimise use of own fleet vs third party carriers: DIY Manage capacity allocation to own fleet Compare costs between third party carrier and own fleet Choose most cost effective Print own fleet labels alongside third party carriers Receive own fleet status updates Combine with third party carrier statuses for one view

16 Integrated customer care: Department store A single way of describing status updates for all carriers Comparable statuses for all carriers One point of integration to customer care systems Or one web browser for all carriers Accessible from all parts of the business: web front end; self service; customer care; store, carrier assist team

17 Proactive customer management: Fashion retailer Retailer led communication ( and SMS): Messaging from retailer and not from carriers Branded for the retailer and not the carrier Consistent messaging and formatting across all carriers Ability to chose messaging triggers Include communication where a problem occurs Ability to intervene using SMS Ability to configure

18 Integrated returns: Electrical Call-up original order when customer makes returns enquiry Identify available collection options and allocate to carrier Integrated to all collection carriers for ASN etc Automatic label generation with carrier or customer and SMS to customer and receiving depot Automatic processes for closing transaction Available APIs for integration to back-office systems

19 International expansion: Department store Range of carriers for range of delivery options Automatic management of international documentation Distinguish between EU and non-EU Manage different product and consignment values Distinguish between different carrier requirements Available through single interface, single printer etc Automatic allocation and label print customer care Single point of tracking and customer care

20 Supplier Direct Visibility of supplier despatch Consistent carrier service Consistent customer service All statuses viewed in stores; customer care and carrier management Contract price Enforce carrier preference on supplier

21 One system...not many Supplier WMS Delivery options Carrier Management Multi carrier System Retailer WFE etc Pro-active customer management Integrated customer care Order to Label Order Retailer WMS Returns

22 What the customer wants: MetaPack perspective Customers dont want a one-stop-shop They want carriers who are best-in-class

23 contact Large Accounts: Steve Partners and SME: Steve Delivery Direct


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