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Hermes’ Mark Pettit explains the how the company’s new service will help shoppers fit home delivery into their increasingly hectic lifestyles.
As online shopping volumes continue to rise so do the expectations of the millions of UK consumers who buy products over the internet.
I have always believed that the delivery of a parcel is an extension of the overall brand experience, so we have an ongoing responsibility to our retail clients to continually improve our portfolio of services.
“The delivery of a parcel is an extension of the overall brand experience, so we have an ongoing responsibility to our retail clients to continually improve our services”
Mark Pettit, Hermes
Our most recent International Shopping Survey showed that over three quarters of consumers believe delivery services are improving, stating an increase in new services, timescales and communication as reasons for this.
In addition, the study revealed that home delivery remains the most popular option for those ordering online with over 70% preferring this method.
Increasing visibility
This research was a key reason behind our decision to develop and launch a new and convenient service that provides online shoppers with an estimated time of arrival (ETA) for next-day and standard delivery purchases as well as returns.
Hermes has launched a new service to ensure that final-mile deliveries can better fit within the consumer’s increasingly hectic lifestyle
Following a successful trial with a selection of our clients, we will initially provide customers with a four-hour time window on the morning of their parcel delivery or collection, which we will reduce to just two hours by the end of the year.
By launching this new service, it is our objective to increase visibility across the supply chain, further improve our first time delivery rate and reduce the amount of enquiries our clients receive from online shoppers, who will no longer need to wait at home all day for their deliveries.
We have ensured that those retailers deploying the new service can select which parcels they would like to apply an ETA to, and can choose how they want to communicate the time-window from a choice of Hermes parcel manager SMS, email or mobile app push.
Technology push
The launch of this new service follows the recent announcement that we have invested £18m in 20,000 state-of-the-art handheld scanners, as previously discussed on this blog.
“The customer journey begins when the online shopper first visits the retailer’s website and only ends when they satisfied with the goods they have received”
Mark Pettit, Hermes
The 4G devices will support the ETA service and also boast geo-fencing technology and a built-in camera, and we can’t wait to see them in action.
The customer journey begins when the online shopper first visits the retailer’s website and only ends when they satisfied with the goods they have received.
There are a number of factors that determine whether this journey is retrospectively viewed as either a positive or negative experience, and by launching this new solution we are ensuring that final-mile deliveries can better fit within the consumer’s increasingly hectic lifestyle.
- Mark Pettit is sales and marketing director at Hermes
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