See how SwipBox helped DHL Express take their Trustpilot rating from 3 out of 10 to 8.6 in one year.
SMS and parcel lockers are a double win for courier companies.
When it comes to private deliveries, a simple SMS solution and a partnership with SwipBox has proven to be a huge success both for private customers and for DHL Express.
“We are extremely pleased with the initiatives we have undertaken over the past year. And with the Danish cooperation. We are now the highest rated courier company in Denmark on Trustpilot, and it is due in large degree to the changes we have made to meet the Danish population’s desire for a more flexible delivery of their packages,” says Steen Asger Jørgensen, Operations Director of DHL Express.
Jørgensen is responsible for everything that relates to the sending and receiving of mail, whether by air or by delivery vehicle.
DHL Express first began looking for smarter delivery solutions for the Danish public because the number of shipments to private individuals has soared.
In just one year, the number of incoming consignments to private consumers has doubled – a number that continues to grow month by month. But because DHL Express couriers deliver between 8am and 5pm every day, it meant that drivers could not complete a third of all the day’s deliveries on the first attempt.
Those parcels therefore had to be brought back and stored again until another delivery attempt could be made.
DHL Express embarked on an effort to increase first time deliveries. The first step was to introduce an SMS service where recipients are advised there is a package on the way to them.
Customers have the opportunity via SMS to determine another delivery date or place of delivery. The service was an instant hit and quickly became popular, while also increasing first time deliveries.
Today, 3 out of 5 private customers choose to have their parcels delivered at another time or in another place.
Parcel Lockers provide economic benefits
The next step has been working with SwipBox, a company that has about 360 parcel lockers located in every grocery store and supermarket, as well as half of the Netto stores. And it has become popular for Danes to collect their online orders while doing their daily shopping.
In the last quarter of 2014, DHL Express delivered 6-700 parcels daily with SwipBox parcel lockers, and that number is growing. Already DHL Express delivers one in five shipments with a SwipBox.
“It’s gone beyond all expectations. Today we have halved the number of deliveries that aren’t delivered on the first attempt. On top of that, our couriers bring fewer packages back from missed deliveries to private customers, although the volume of these packages has now tripled.
For the year 2014, our total Last Mile Solution distribution cost savings was around 2%. And from January to April this year, the total solution provided us with a savings of approximately 3.5% on our distribution costs. Of this amount, SwipBox is responsible for approximately 2%. We are delighted with the result,” says Steen Asger Jørgensen.
Savings of just a few percent may not sound like much, but it makes a difference in a highly competitive courier market. Here, even small margins help to provide competitive advantage.
Steen Asger Jørgensen is far from the only one who can’t say enough about the favorable experience with SMS notifications and parcel lockers. In just one year, DHL Express received no less than 5,000 positive reviews on Trustpilot.
DHL Express’ customer satisfaction rate has exploded. A year ago it stood at 3 stars out of 10. Today it’s at 8.6 out of 10, and DHL Express has a considerable lead over other courier companies’ ratings.
Steen Asger Jørgensen and his colleagues will soon host an event for a number of the heads of DHL Express in other countries. The aim is to make them aware of the valuable Danish experience with SMS and parcel lockers, so they can begin similar cooperations in their home countries.
Link to original article in danish from lil.dk 2015-09-29