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Why Multi Carrier?
Wide range of customer experience to call on
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
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
Avoid the single carrier trap
New ITT
New carrierselected
Poor carrier management
Carrier underperforms
“We’ve tried all the carriers before and none of them seem to be able to cope with our business”
OLD SCHOOL METAPACK 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
Perf
orm
ance
Selectcarriers
Niche skillsutilised
FineTuning
CarrierManagement
CarrierManagement
90% of major retailers now use multi-carrier solutions
Own Fleet
Allocate Label print Manifest Pro-active Email & SMSWISMOCarrier Management Tracking and Customer CareDelivery
options
Naturally there is a market for multi-carrier systems
Own Fleet
Delivery Management Platform
Allocate Label print Manifest Pro-active Email & SMSWISMOCarrier Management Tracking and Customer Care
Internet
Delivery options
Better Delivery Options: consumers’ lifestyles differ
Time / Wealth / Segment Value
Wealth
Tim
e
Happy Families
Symbols of Success
Suburban Comfort
Urban Intelligence
RuralIsolation
Low
Low
High
High
Grey Perspectives
Blue CollarEnterprise
TwilightSubsistence
Ties ofCommunity
WelfareBorderline Municipal
Dependency
Consumer classifications
Delivery options: consumers have different needs
Time / Wealth / Segment Value
Wealth
Tim
e
Happy Families
Symbols of Success
Suburban Comfort
Urban Intelligence
RuralIsolation
Low
Low
High
High
Grey Perspectives
Blue CollarEnterprise
TwilightSubsistence
Ties ofCommunity
WelfareBorderline Municipal
Dependency
Collection Point
Premium Services
(Named Day, Time slots, Evening,
Saturday)
Next Day Delivery2-3 Day Service
Consumer classifications
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
Leading Retailers offer choice
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)
Costengine
Carriermatrix
All labels can be printed from one Pack Bench
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
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
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
Proactive customer management: Fashion retailer
Retailer led communication (email 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
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
Email and SMS to customer and receiving depot
Automatic processes for closing transaction
Available APIs for integration to back-office systems
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
Email customer care
Single point of tracking and customer care
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
One system...not many
Supplier WMS
Delivery options
Carrier Management
Multi carrier System
Retailer WFE etc
Pro-active customer management
Integrated customer
careOrder to Label
Order
Retailer WMS
Returns
What the customer wants: MetaPack perspective
Customers............
don’t wanta one-stop-shop
They want carriers who are best-in-class
contact
Large Accounts: Steve Vass email:[email protected]
Partners and SME: Steve McEvoy email:[email protected]
Delivery Direct
www.metapack.com