THE DELIVERY EXPERIENCE

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THE DELIVERY EXPERIENCE As e-commerce continues to grow, the need to manage consumer expectations for parcel delivery becomes more critical than ever. Consumers will no longer accept long waiting times, inaccurate information and failed delivery attempts. They are demanding flexible, transparent services and quickly – essentially they want control of their deliveries on their terms. Carriers therefore, need to discover ways to own the relationship and enable consumer control, before they lose out to the plethora of rising alternative delivery services in the market. Understanding the unique requirements of this converging market and the complexity, in comparison to previous delivery models geared towards business-tobusiness (B2B) deliveries, is vital to meet this new world of delivery. There is a growing concern that carriers and retailers do not understand the needs of their consumer, in regards to home delivery in particular, with 45% of consumers abandoning shopping carts due to concerns with delivery. Blackbay’s latest research on the home delivery market highlights the key needs of the consumer and reinforces the need to truly understand the consumer in order to meet expectations. The consumer has moved from a relationship with a physical retailer to an online retail entity, altering the buying dynamic, allowing online retailers to build a very strong and knowledgeable relationship with consumers. However, the carrier is still held responsible for poor delivery performance, regardless of the role the retailer plays in ensuring information is available to the carrier for first time delivery. Without a direct relationship with the end consumer, carriers cannot change this trend or offer extra services. To rise to these challenges means carriers need to respond by finding ways to own the relationship and have face to face interactions with the consumer without compromising first time delivery effectiveness, and impacting the consumer’s lifestyle. We have yet to see an industry approach to capturing insight on the consumer, beyond just addresses, to personalise the delivery experience not just for customer experience but for improved first time delivery rates. Once we have that shared information on preferences we can challenge the consumer to be accountable in their role for successful delivery also. Carriers to find out more on how your delivery operations can be transformed to drive the new standard of delivery expected by consumers visit www.blackbay.com. For Retailers contact MeeMeep to learn how to create joyful delivery Experiences – www.meemeep.com.
ABOUT BLACKBAY Blackbay is the leading provider of mobility enabled-solutions for the Transport and Logistics Industry. The Company’s configurable end-toend mobile workforce management solutions ensure first time, on time, every time delivery. Connecting the shipper, operations, management, the driver and crucially the customer with real-time data and automated workflows to create smarter Delivery Companies. Blackbay’s flagship product, Delivery Connect, provides an end-to-end delivery solution for today’s delivery company. Delivery Connect is designed to manage the movement of freight from the shipper to the end receiver, including scanning, proof of delivery (PoD), exception management, cross dock and in-depot activities through to job dispatch, customer service and reporting. Delivery Connect is built on Blackbay's logistics application framework. The framework makes it easy for customers to hit the ground running with the deployment of pre-configured applications. Blackbay’s logistics platform has been developed so that screens, process flows and logic are driven by configuration and can be deployed at runtime. Another important ease of use capability allows users quickly and seamlessly to switch between applications. This allows the use of hand held devices by employees carrying out different tasks, helping to lower the total cost of ownership (TCO) and increase the return on investment (ROI) driving overall benefit realisation. To ensure customers can deploy Delivery Connect applications on the mobile device of their choice, Blackbay’s new platform is mobile device agnostic. It delivers platform specific user interfaces (UIs) so applications can run on iOS, Android and Windows Phone platforms delivering the same user experience, regardless of OS or device and irrespective of whether the device has been supplied by Blackbay’s customer, or is part of a BYOD approach. VISIT WWW.BLACKBAY.COM TO FIND OUT MORE. However, Blackbay understands that one size does not always fit all. The new Mobile Workforce Management platform allows Blackbay’s customers quickly, within hours rather than days, to configure changes to Delivery Connect’s T&L applications ensuring that they meet specific business processes.
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Page 3 and 4: EXECUTIVE SUMMARY The Online Delive
Page 5 and 6: METHODOLOGY For over 6 years, in pa
Page 7 and 8: 0% 10% 20% 30% 40% 50% 60% 70% Cost
Page 9 and 10: HOW DO CONSUMERS WANT THEIR PURCHAS
Page 11 and 12: 0% 20% 40% 60% 80% 100% WHAT DELIVE
Page 13 and 14: Appeal of delivery progress informa
Page 15 and 16: DELIVERY OPTIONS +WHAT OPTIONS DO C
Page 17 and 18: HOW DO CONSUMERS WANT TO SPECIFY TH
Page 19 and 20: COST OF DELIVERY +HOW MUCH ARE CONS
Page 21 and 22: WHAT WILL THEY PAY IF THEY CAN SPEC
Page 23 and 24: DELIVERY PERFORMANCE 41% of online
Page 25 and 26: THE RETURNS EXPERIENCE +WHAT DO CON
Page 27 and 28: THE CLICK & COLLECT EXPERIENCE +WHA
Page 29 and 30: Travel time to collection location
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THE DELIVERY EXPERIENCE

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