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#TDC18 - In Post - In Post making collection and returns easy

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Olivier talk covers InPost's automated lockers with specific focus on how they are making collections and returns easier for online shoppers, enabling retailers to offer pick up and drop off services 24/7, 365 days a year across the UK. Can automation that takes just seconds combined with next day service be the key to providing the ultimate in convenience?


Learn more about MetaPack's The Delivery Conference 2018 (#TDC18) at the event website https://www.thedeliveryconference.com.

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#TDC18 - In Post - In Post making collection and returns easy

  1. 1. Leaders & Heroes THE DELIVERY CONFERENCE OLIVIER BINET Head of International Markets InPost making collection and returns easy Solutions Theatre
  2. 2. 1 Making Collections & Returns Easy Olivier Binet – Head of International Markets, InPost
  3. 3. 2 Who Are We? Urban customers are on average less than 2 miles from an InPost locker. Census 2011 All InPost lockers are accessible 24 hours a day, 365 days a year InPost has a nationwide locker network of nearly 1,200 locations
  4. 4. 3 The Last Mile Delivery Challenge – People & Places 48% of consumers do not have safe place for parcels to be left when they are not home2 68% of consumers say they are not able to receive items at their place of work1 Source: 1 IMRG UK Click & Collect Review, 2015. 2 IMRG UK Click & Collect Review, 2014. 3 IMRG: Consumer Home Delivery Review 2015. 4 IMRG UK Consumer Home Delivery Review 2016. 5 MetaPack report 2015 – Returns: The New Battle Ground for Retail. 6 MetaPack: Delivering Consumer Choice 2015 7 JDA & Centiro Christmas Pulse 2017 37% of customers missed deliveries despite being at home7 55% of households are typically unattended during normal working hours4
  5. 5. 4 78% consider a good returns experience as important or very important when deciding which retailers to shop with3 41% of consumers will pay more for a more convenient returns option6 The First Mile back Challenge - Returns 83% of consumers would shop more at a retailer that made the returns process easier5 74% of consumers prefer to have access to a convenient drop- off point for returns4 Source: 1 IMRG UK Click & Collect Review, 2015. 2 IMRG UK Click & Collect Review, 2014. 3 IMRG: Consumer Home Delivery Review 2015. 4 IMRG UK Consumer Home Delivery Review 2016. 5 MetaPack report 2015 – Returns: The New Battle Ground for Retail. 6 MetaPack: Delivering Consumer Choice 2015 7 JDA & Centiro Christmas Pulse 2017
  6. 6. 5 In-store Click & Collect Challenge Source: 1JDA & Centrino Christmas Pulse Report 2017 65% said they would switch retailer next shopping due to a poor Click & Collect experience 43% of customers experienced an issue with a Click & Collect order 26% of customers experienced long waiting times due to lack of staff 16% said that retailers didn’t have a dedicated Click & Collect area 39% of UK shoppers used Click & Collect over the Christmas period 18% of customers said staff were unable to locate their items
  7. 7. 6 The Customer Experience 24/7 ▪ Customers can collect or return their parcels at a time that suits them, day or night SAFE & SECURE ▪ Unique opening PINs ▪ Multiple CCTV cameras operating 24/7 CONVENIENT ▪ No queuing ▪ Located en route in high footfall, well-lit areas with ample parking QUICK ▪ Save time by linking multiple trips into one ▪ Scan and collect in just 7 seconds CHOICE ▪ Better suits the busy lifestyle of today’s modern customer AUTOMATION ▪ Quick and simple parcel collection ▪ Consistent customer experience
  8. 8. 7 Lockers Guarantee First Time Delivery Success REDUCE COSTS REDUCE BASKET ABANDONMENT INCREASE CUSTOMER LOYALTY Source: 1 Delivering Consumer Choice: MetaPack: 2016 State of eCommerce Delivery. 2 IMRG UK Click & Collect Review, 2015. 3JDA & Centrino Christmas Pulse Report 2017. 4Temando The State of Shipping in Commerce 2017. 45% of consumers have abandoned a basket due to lack of convenient delivery options1 100% first time delivery success, reduces queries & customer service contact 90% of locker users found it easy & 84% would use a locker again2 87% of consumers will buy again from a retailer after a positive delivery experience1 58% of shoppers want locker collection available as a shipping option4
  9. 9. 8 ▪ Looking to expand click and collect options ▪ Launched with InPost – Joint campaign ▪ Products available for collection from a locker outside normal click & collect and home delivery times ▪ Decathlon’s first ever service based campaign ▪ Homepage carousel, social media, press release etc. ▪ Positive customer feedback-choice/convenience Our aim is to make sport accessible to the many by providing all year round low prices, convenience and excellent customer service. InPost lockers will provide our customers a safe, quick and simple way to access our products in nearly 1,200 new locations. As the lockers are accessible 24/7 it means that our products will be available for collection outside our normal Click and Collect and home delivery times. Chris Baggaley, Head of Omni-Channel Operations at Decathlon UK Decathlon Offer Collection Outside Opening Hours
  10. 10. 9 Decathlon’s Customer Engagement Homepage carousel Facebook cover photo Facebook post Tweet Email
  11. 11. 10 ▪ Looking to enhance shipping options with collection ▪ Launched with InPost Next Day Locker Collection ▪ Customers able to collect outside home delivery times ▪ InPost also part of Boohoo Premier, FREE unlimited Next Day delivery for a year and Next Day promotions ▪ Joint press release, online, social media ▪ Positive customer feedback-choice Our customers want fast fashion delivered with speed and convenience, and InPost’s proposition allows us to meet both of those needs. By offering next day, round-the-clock parcel collection that isn’t confined to normal home delivery times or opening hours, we are able provide a service that fits seamlessly into the lifestyles of our customers. Andrew Thomson, e-Commerce Director at Boohoo Millennials Offered Next Day Collection by Boohoo
  12. 12. 11 H&B Offer Collection & Returns 24/7 ▪ Looking to expand collection options ▪ Launched with InPost – Joint campaign ▪ Customers able to collect orders at a time that suits them 24/7 outside normal click & collect ▪ Customer communication via email, social media, press release, homepage banner ▪ Positive customer feedback-choice/convenience Many customers can’t receive any items at work, but would rather pick up their purchases in a location and at a time that’s convenient for them, e.g. on their way home from the office. The partnership with InPost UK is the perfect solution for us, as it makes failed deliveries a thing of the past and increases customer satisfaction. Emma Mead, Director of E-Commerce at Holland & Barrett
  13. 13. 12 THANK YOU RETAIL WEEK AWARDS SUPPLY CHAIN INITIATIVE FINALIST VISIT US ON STAND 8
  14. 14. 13 Appendix RETAIL WEEK AWARDS SUPPLY CHAIN INITIATIVE FINALIST
  15. 15. 14 The InPost Locker Dimensions: 2.98m x 2.22m x 0.95m (with roof) 2.98m x 2.45m x 1.88m Accessible 24/7/365 Safe & Secure with 3 CCTV cameras Located in well lit areas with ample parking 3 Different Box Sizes: Small 80 x 380 x 640mm Medium 190 x 380 x 640mm Large 380 x 380 x 640mm LED lighting over each module Typical layout Small boxes (24), Medium boxes (13), Large boxes (10)
  16. 16. 15 Locker Network Source: 1 Based on the combined populations of Greater London, Birmingham and Manchester of 12m – 2011 Census Almost 1,200 locations now installed Average urban customers less than 2 miles from an InPost locker1 Locker network to grow to 1,600 during 2018
  17. 17. 16 Network Partners Locations Couriers/Other Partners petrol stations independent newsagents
  18. 18. 17 The Customer Outbound Journey Item is purchased Order is consolidated Item is picked and packed Carrier collects the parcel Parcel is brought to the depot and sorted Item is collected – normally within 6hrs Consumer Retailer Carrier Parcel is delivered to the chosen InPost Locker “Your parcel is ready for collection at *locker name*. Pick it up at your convenience, you have 3 days to collect your parcel, don’t miss it!”
  19. 19. 18 The Customer Return Journey Consumer Retailer Carrier Consumer goes to retailers InPost Returns page Consumer fills in information and prints labels Consumer deposits their parcel in the InPost Locker Carrier collects the parcel Parcel is brought to the depot and sorted Parcel is delivered to the retailers chosen address

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