WMX 2016 - Customer Experience: pick up points vs. automated parcel lockers

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  • WMX 2016, 16.06.2016, Warsaw Pawel Babut | Click & Collect Manager | Poczta Polska

    Customer experience: pick up points vs. automated parcel lockers.

  • POLAND IN BRIEF

    What form of delivery drives you to transaction? Source: Gemius 2015, E-commerce in Poland

    38,6 mln citizens

    78% (30 mln) internet users

    58% (17,5 mln) internet buyers

    23% transaction

    growth

    0 10 20 30 40 50 60 70 80 90

    100

    Courier delivery

    to home \ work

    Poczta Polska

    delivery to home \

    work

    Parcel lockers delivery

    Collect in store \

    shopping mall

    Collect in Post

    Office

    Collect in press kiosk

    (Ruch)

    Collect on the way (metro, railway station)

    Collect in petrol

    stations

  • POCZTA POLSKA CLICK & COLLECT NETWORK

    Own Post Offices Over 4 000

    NOW OVER 5 000

    POINTS

    Parcel Lockers 24/7 Currently: 38

    Planned development of Click & Collect network:

    Till 2020 y. 10 000 points

    Partners pick up points 24/7 Over 1 000

  • Access Points - 1 300

    DPD - 1 100

    DHL Servicepoint - 1200 + 100 Parcel lockers

    Parcel Lockers - 1 900

    Kolporter, Mapka ekspres - 500

    GLS ParcelShops - 1 500

    RUCH press kiosks - 2200

    Orlen petrol stations - 1 000

    Empik - 200

    abka, FreshMarket - 4000

    Poczta Polska - 5 000

    Source: Apex Insight European Parcel Shop and Locker Networks 2015. Own information.

    POLAND CLICK & COLLECT MARKET (20 000 points)

    http://www.ecommerce.poczta-polska.pl/

  • POLAND PARCEL LOCKERS

    Automat DHL 100

    Indoor

    Poczta Polska 24/7 Zone Post Automats 38 Sending kiosks 38

    Indoor

    InPost Parcel Lockers

    1 900 Outdoor

  • Click & Collect users are users of courier services, who are not satisfied about standard profile of the service.

    Most important for them is the possibility to collect parcel anywhere, anytime.

    CLICK & COLLECT IN END USER EYES

    Advantages: 1. Close to home, optionally job, or on the way. 2. Price - cheaper than in standard courier service. 3. Delivery speed shorter than in traditional courier service (80% D+1, 20% in D+2). 4. Notification about status and collect code via SMS (TXT) and optionally by e-mail. 5. Possibility to pass collect code to another person. 6. Tracking

    .

    Disadvantages: 1. Lack of Safety

    potential risk of theft or assault (evening or night).

    2. Lack of standard of working hours.

    .

    http://www.ecommerce.poczta-polska.pl/

  • PICK UP POINTS: - Human interface - ID or collect code (soon) - Indoor - Access in limited hours for 80% points, 24/7 for 20% (mainly petrol stations) - Risk of queue - Various working hours - Safety - Possibility to check the parcel and reject - Cash on Delivery (only Post office, only cash)

    PICK UP POINTS vs PARCEL LOCKERS

    PARCEL LOCKERS: - Screen interface or even no screen. - Collection by code. ID is not needed - Pass the code to other person. - Indoor (possible outdoor) - Access 24/7 (limited hours in shopping malls) - Quick and easy collect process (code in SMS and e-mail, optional Qrcode, and mobile app). - Anonymity (gifts, erotic gadgets) - Cash on Delivery (only electronic methods of payment)

    http://www.ecommerce.poczta-polska.pl/

  • Perspective of end user- 300m (4 minutes walk) from my home are: - 2 Post Offices open till 8 P.M. - 1 Orlen petrol station 24/7 - 1 Parcel Locker 24/7

    Perspective of company (Courier and E-commerce): Total over 5 000 pickup points, petrol stations, parcel lockers.

    DIFFERENT PERSPECTIVES OF BUSINESS AND END USER

  • Parcel lockers and click-and-collect are not mutually exclusive - they complement each other.

    Ian Kerr, Eyefortransport, Post Office Click-And-Collect, http://www.eft.com/hi-tech/post-office-click-and-collect

    SUMMARY

    Today's customer expects variety of choices, he wants in a particular place to decide what is most appropriate for him. On the brand he expects to make his life easier.

    Marta Gozdyra, Everbe, Customer Experience Expert

  • NEXT STEPS?

  • Robot + autonomous (driverless) electric vehicle?

    NEAR FUTURE? PARCEL LOCKER ON WHEELS?

    + More about Home Delivery Logistics Networks using Driverless Delivery Vehicles http://www.ise.ncsu.edu/kay/hdln/

  • NEAR FUTURE?

  • Dzikuj Thank you

    Pawel.Babut@poczta-polska.pl