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
0 10 20 30 40 50 60 70 80 90
to home \ work
delivery to home \
Parcel lockers delivery
Collect in store \
Collect in Post
Collect in press kiosk
Collect on the way (metro, railway station)
Collect in petrol
POCZTA POLSKA CLICK & COLLECT NETWORK
Own Post Offices Over 4 000
NOW OVER 5 000
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)
POLAND PARCEL LOCKERS
Automat DHL 100
Poczta Polska 24/7 Zone Post Automats 38 Sending kiosks 38
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.
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)
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
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
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/
Dzikuj Thank you