This document discusses features of B2C delivery services. It notes that modern customers expect high quality services like those provided by companies like McDonalds and Federal Express. The document then outlines some key customer expectations for deliveries, such as being fast, convenient, safe, inexpensive, and having simple return procedures. It also lists some common customer complaints about couriers, such as late or missed deliveries, lack of communication about delays, and poor customer service from couriers.
2. The bad news is that
modern people have
tasted the quality of
first-class services, such
as McDonalds, Federal
Express. And now, their
needs have grown so
that it is necessary to
offer at least not worse.
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3. quickly
average price
predictable quality
clean WC
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4. alas
to raise quality
to minimize costs
Is it possible to make a delivery service with just
hundredths of 1% undelivered parcels, with financial
guarantees of up in-time delivery and other additional
services for customers?
Yes. But the price will be in few times higher the current
one.
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5. Customers expectations from delivery
Operatively
In a convenient place
Safe and sound
For a minimum price
With a simple return procedure
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6. Main customer complaints to the courier
service:
1. Delivery did not take place seriously hurt. Faults occur in any case. This
Lost orders, the operator use wrong address, should be taken for granted it is necessary to
there was no available goods at the stock. teach the couriers to solve the problems by
Whatever the reason, the customer has not themselves.
received their order. 4. Courier doesnt know the city
2. The courier did not arrive at the appointed When the courier calls and specifies address 1 or
time 2 times, this is normal. Unfortunately there are
Nobody likes to wait. The client, who was forced situations when the address is not found even
to wait an extra hour the next time he spends on after six rings. The ability to find address is a basic
the search for another shop. It is clear that it is skill required from courier.
necessary to plan the route and schedule of 5. The general attitude of the courier to work
delivery. But if cant avoid being late - warn Let me remind, the courier is the face of your
about it as soon as possible. business. If he's untidy, irritable and unable to
3. Reluctance to solve "controversial" issues communicate with people, all these qualities
There are situations when in the order is missed client will transfer to the whole shop.
some detail, it is in the wrong color," or simply
has small defect. If the courier is not ready to
bring the missing stuff, replace the product or
make a discount - reputation of shop will be
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7. 2 ways
in-house
logistic
department
outside
courier
service or
outsourcing
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8. Own delivery service OUTSOURCING
Flexibility an opportunity of prompt
Within the scope of standard
BUSINESS PROCESS transformation according to market
service package
changes
High costs on creation Permanent cost due to agreed
FINANCE
and permanent maintain tariffs
ATTITUDE TO THE END Opportunity to rank customers (and the
All consumers are similar
CONSUMER attitude to them) by type / level
Difficulties in selecting, constant control, Minimal risk (the correct choice of
HUMAN FACTOR
the risk of theft, ... the contractor)
Regulated by additional (often
Planned and controlled under
PEAK PERIODS increased because of emergency
the agreed tariffs
situations) costs
Risks absenteeism and not in-time
GUARANTEE OF DELIVERY contractor's responsibility
delivery
Refund the theft or loss of the
FINANCIAL GUARANTEE At their own expense goods (financial responsibility of
contractor under the contract)
CASH RECEIPT FROM
Every day From 1 up to 5 days
CUSTOMERS
9. At what stage is beneficial to outsource
logistics?
1. There are more than 1 order for delivery to another region
2. There is no possibility / desire / time to attract investments in
the logistics business.
Information:
min for delivery across Ukraine should be:
26 warehouses branches
specialized soft and equipment
50 cars
storage facilities and equipment
recruitment of experienced managers (hunting)
more than 350 trained employees
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10. Types of courier delivery & business processes
Express delivery (1-
2 3 days Next day To a day
2 hours)
Available goods at
not necessarily not necessarily preferably obligatorily
the stock
Available free
not necessarily not necessarily preferably obligatorily
courier
Qualification of
weak weak average high
dispatcher
Cash discipline
CC costs above normal above normal ordinary below normal
Price for delivery extra low low average high
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11. Reliable contractor, who is he?
Quality of
delivery
Quality of
client
service
List of
provided
services
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12. Reliable contractor, who is he?
percent deliverability first time (a good
indicator from 93%)
the overall percentage of deliverability
(good indicator : from 97%) Quality of
percentage of cancellations / transfers delivery
caused by the contractor
(a good indicator: up to 1%)
company's response to complaints
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13. Reliable contractor, who is he?
The method of application for the delivery
(Excel, XML, by integration API, My Account)
Response time for incoming requests
Method of receiving requests (phone, e-mail)
Quality Speed of providing delivery report
of client Availability of e-mail and SMS notifications to
service change the status of delivery and / or other
important events for the store
Terms of return of goods and money
Time and days of receiving goods from
customers
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14. Reliable contractor, who is he?
The possibility of a partial return, fitting,
return of documents
The possibility of taking orders from the
suppliers stock and / or shop
Secure storage
Cash on delivery
List of
Cash service provided
... services
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15. Contractors selection
Don't put all your eggs in one basket!
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16. Outsourcing?!
++++ ----
reduce the dependence of
your business from one contractor
more org. Questions and
allow you to compare the
administration / coordination
quality of work and to redistribute
volumes
may increase the final cost of
delivery
give access to a wide
geography and "range" of
services
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17. NB the price of services
'Hidden' payments :
charge for the return of goods
charge for returns storage
charge for taking orders from the client
commission for accepting funds
payment in case of cancellation of
delivery
separate fee for extra services (labeling,
kitting, SMS alerts, ...)
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18. NB points of self-delivery
20-25% of consumers are willing to pick up an order on
their own to pay less, but:
rate of return using the self-delivery points higher than
standard delivery.
if the goods are not paid in advance and it is not
delivered to the door, the buyer rarely makes an
effort to pick up the order himself.
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19. NB delivery to regions
When you send the goods to the regions without
prepayment of 20 to 50% of the orders may come
back.
And the more expensive the product, the greater the
percentage of refusal. Reasons: as the buyer waited
goods, money has been already spent; he changed
his mind to buy, bought in the own city, friends
advised not to buy this model, etc.
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20. "Own" Logistics: stumbling blocks
Courier is not that kind of profession where people go for
self-realization, but for the purpose of feed themselves.
Software. You can ignore this issue, but only when you
have ten deliveries a day ...
The structure of the delivery service should be always with
a margin of safety, should minimize Couriers negotiations
with customers (delivery service should be limited to a
discussion of the nuances of delivery and not to discuss
details of the sale itself or the object of the sale).
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21. "Own" Logistics: stumbling blocks
Reserve for development - all business processes should
be designed initially with the possibility of scaling
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22. Prospects of delivery market
Annual market growth of 30 - 50%
Increased competition
The introduction of technology
Creation and improving quality standards
Cost optimization
Improving the quality of
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23. Questions?
Evgeniy Glazov
director
POSTMAN (PGK Groupe)
+38 067 517 60 30
eglazov@postman.ua
www.postman.ua
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