Expert advice to improve delivery quality | RAJA

It’s

a certainty: a successful delivery is one of the best ways to build customer loyalty and get positive reviews.

On the

other hand, a late or postponed delivery represents additional costs: after-sales service management, return logistics, etc. Not to mention the impact on your company’s image, which can ultimately cost you dearly

discover here some expert advice on how to improve the quality of your deliveries, and take care of your customer experience

• Adopt direct delivery to letterboxes
• Improve the quality of the delivery process
• Create a successful customer experience when opening the parcel
• Think about the after opening and waste management

Adopt letter

box delivery

When the size and value of their goods allow it, e-retailers try to get postage paid.

To keep costs to a minimum, letterbox delivery remains the Holy Grail. It is

• More convenient for the customer, who doesn’t have to go to a relay point or wait for the deliveryman
• More economical for the merchant, who doesn’t have to deal with after-sales service or order returns for non-delivery

So how do you switch to a letterbox?

The standard letterbox allows you to deliver small parcels directly to customers, with dimensions of 260 x 260 x 260 mm

• Opt for padded envelopes and pockets to protect your items
• Or try our slimmer cross-body cases and extra-flat boxes.
• Our search engine will help you find all suitable boxes and postboxes.

For the still numerous rebel mailboxes, the postman has to pass the precious item through the slot. Depending on the items available, the dimensions of the slot are at least 33 mm high and 220 mm wide.

However, remember that a well-designed, custom-made package can go anywhere. This is the choice of some e-tailers who have recurring orders that have the capacity to go through the letterbox. Some have made this investment to improve their loyalty rate and repeat business – essential to make the cost of acquiring a new customer profitable.

The extra tip: A complementary solution to the already popular traditional delivery processes is emerging: consignment delivery.

Improving the quality of the delivery process

Let’s put aside the case of oversized packages (too long, too bulky, too heavy). For standard packages, you are unfortunately dependent on the reliability of the delivery person, a virtue over which you have no direct control. Your contribution remains important, as the quality of the packaging is still often questioned.

Interviewed in 2015, Yann Carron de la Carrière, then marketing director of Boxtal (100,000+ shipments/month at the time) already explained:

“I have in my teams the customer service department, most of the problems we deal with are related to the quality of the packaging.

You must therefore carry out an audit at each stage. Field measurements must be taken in order to understand the actions of your operators, to understand the obstacles, to improve what exists. Continuous improvement and lean logistics are the basis of this common sense methodology.

The RAJA tip: What if you were to look at delivery by private individuals, known as collaborative delivery? This is a delivery process that is gaining in importance and has many advantages.

Creating a successful customer experience when opening the package

The unboxing stage is key to a delightful customer experience from A to Z. To make this moment a success, think of two key words: “ease” and “wow”.

Make it easy to open the package

There’s nothing more frustrating than a parcel you’ve waited so long for… and it turns out to be difficult to open.

So frustrating, in fact, that the Anglo-Saxons call it the unwrap rage phenomenon. And that this frustration is at the origin of Amazon’s Frustration Free Packaging programme in 2009. A RAJA – Deliver 2017 survey showed that easy opening is one of the priorities of European retailers.

To improve this experience at the opening, and avoid putting your customers in an unwrap rage, the easiest way is the tear strip.

Producing a “wow” effect

Unboxing is a powerful phenomenon, generating millions of views on YouTube every month, and it influences consumer expectations, with more and more consumers wanting a sense of wonder when they open their packages.

And the attention paid to parcels is not limited to BtoC. BtoB e-tailers are also getting involved, regardless of the sector.

To enchant the customer and produce that famous “wow” effect, there is nothing like personalised packaging, which is an integral part of the experience. It can be :

• Customised with your brand colours;
• Designed by your marketing department to match your corporate image;
• Original, to really make an impression on the consumer.

If you are interested in this unboxing issue, we also recommend you to watch the conference that our experts Etane Derhy and Gael Oizel gave at Print & Progress: “Can personalised packaging be a business lever?

Thinking about the post-opening and waste management

Packaging to improve its CSR record? An idea that both e-tailers and retailers are excited about. As early as 2017, helping the end customer to dispose of packaging easily was among the top 5 priorities of retailers, as shown in the RAJA – Deliver survey.

As for e-tailers, a majority say that this is their number one priority in our most recent survey.

• Eco-packaging;
• Recyclable cushioning solutions;
• Packaging removal services that don’t go to the traditional bin, that are provided on the same day or the day after delivery.

And now you have a delivery process that is optimised from A to Z, for a finely tuned customer experience.