I want my item delivered to the office next Tuesday before 5pm.
We need our delivery service to differentiate us from the competition.
My shift has changed and I need to change my delivery to Wednesday at 11am.
The product is now available. I will call the customer to agree the delivery date.
The product isn’t right. I need to return it but it’s such a hassle!
I want to finish on time tonight so I can see my kids.
I want my company to be known for delivering exceptional service to our customers.
Consumers want to engage through multiple channels. But they also expect a choice of delivery methods. Whether they opt for home delivery, or click & collect, a choice of date and time windows is also important.
Providing all of these choices to your customers at the point of order positively influences the purchasing decision.
But balancing customer choice and omni-channel fulfilment costs is not easy. With the right tools in place, you can offer choice while lowering abandonment rates and reducing costs.
The delivery or returns choices you offer must be realistic. Customers have to be certain that you can deliver on the service promised.
Teams across your business also need to be certain that your organisation can fulfil choices offered. Will the required driver and vehicle resources be available? Will the allocated time for delivery and installation be correct? Do you have the capacity to scale up to accommodate your peak period?
By continuously optimising your plan as orders are placed, you can ensure your operation is able to deliver on its promise.
Today’s consumer is used to receiving order confirmations by email, using SMS to confirm or change a delivery slot, and tracking a driver’s progress online.
Good communication throughout the order lifecycle increases customer confidence and reduces inbound call volumes. But your customer communication tools need to be integrated with your supply chain systems.
Key points in the order process that require customer communication might include the product being ready for dispatch or confirmation that the driver is 30 minutes away.
Consumers want to decide how, where and when they receive their goods. They want updates by text or email and to amend their selected delivery slot if plans change.
Providing this level of control requires self-service tools linked with the relevant systems in your supply chain to ensure information is accurate and up to date.
An end to end fulfilment system removes operational silos, providing visibility of how an order is progressing through the supply chain for customers and customer service agents alike. It also reduces the growing cost of providing customers with choice and control.
Consumers need to believe in your ability to deliver goods at a time and place that is convenient.
The act of returning items needs to be as convenient as the initial ordering process to avoid the returns process becoming a barrier to purchase. However, returns need to be profitable for the retailer too.
Getting the right processes and systems in place simplifies the delivery and returns process for consumers and makes it more profitable for the retailer.
Irrespective of their chosen channel, consumers need to be confident in your ability to deliver. A selection of delivery options at the point of purchase helps instil confidence.
Your order capture process should ensure consistent up to date information about availability and delivery timescales to provide the same level of confidence each time the customer interacts with your brand.
Sharing data gathered throughout the order lifecycle will help your marketing, customer services and logistics teams work together to create a compelling proposition that they can be confident is achievable and profitable.
Balancing costs and customer choice can be difficult to achieve. The ability to continuously optimise your orders at the point of the purchase allows you to provide customers with choices that you can fulfil, as well as optimising your transport operation to make the best use of your drivers and your fleet.An end-to-end omni-channel fulfilment solution allows you to continuously optimise at the point of order, and helps you to provide consumers with a seamless experience across all channels, supporting your service promises in a cost efficient way.
As customer expectations grow, the cost of fulfilling home delivery, returns and click & collect becomes more challenging for retailers.
But as choice and convenience become the norm, you can’t afford to be left behind.
Online share of retail sales will rise to 21.5% by 2018
90% of consumers have used home delivery
38.2% of retailers are expecting Click & Collect to grow more in terms of usage than any other delivery option
83% of consumers want a guaranteed delivery date
81% of consumers will shop more with a retailer who makes returns easier
62% of 18-26 year olds have not completed an online order because of unsatisfactory delivery options
With 12,000 deliveries a week, Dreams uses Paragon HDX to plan all its UK routes and schedules.
Paragon HDX provides a selection of optimised delivery days and customers choose the one that suits them at the point of sale or when they make an online purchase.