Tamebay Interview: Roger Morris Head of Royal Mail Parcels

[TrueBlueTerrier]

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At the MetaPack Delivery Conference I sat down with Roger Morris, Head of Royal Mail Parcels to find out about their latest innovations and plans for 2018.

Royal Mail have been making huge investments in recent years with their roll out of hand held PDAs and this is going to power their new system of Track and Trace with new retailer branded notifications – 7 retailers are already on the programme for nationwide branded notifications meaning that you won’t be just told a parcel is on it’s way but that your purchase from a particular retailer is out for delivery.

Royal Mail Parcels – Tracked & Tracked Returns
Royal Mail are seeing massive growth for their Tracked and Tracked Returns services, 31% growth year on year so it’s no surprise to see a focus around these services. They are also adding barcodes to all Large Letters sent through business accounts so you’ll be seeing robust delivery confirmations for these too.

Royal Mail Parcels to get more specific notifications
Notifications to consumers will get more specific as Royal Mail start to focus in on the customer experience. Time and time again we heard at The Delivery Conference that the carrier industry as a whole are zeroing in on the customer rather than the traditional focus on the parcel.

Royal Mail will start issuing notifications the day before delivery to inform the consumer that a parcel is due for delivery. They’ll initially then notify customers of an expected delivery window on the day and aim to narrow this time slot down as the service rolls out and becomes established.

In addition Royal Mail will offer easier ways to perform deliveries first time including deliver to neighbour or safe places and will capture details and pass the information to the customer through the use of their hand held PDAs. Expect pictures of the parcel in the safe place or the name as well as the house number of the neighbour your parcel has been left with.

Personalisation of Royal Mail Parcels delivery experience
Deliveries in 2018 across the board are going to become a personalised experience and carriers who fail to adapt and innovate will become less popular with consumers and eventually retailers. Everyone would love an ideal world where every single parcel was personally handed over to the recipient at a time and place convenient to them, but second best has to be the ability for the consumer to choose how the delivery is performed and without question consumers want to be kept informed as to where their parcel is, when they can expect it and if they’re not home some certainty of how they can retrieve it.

As the national postal service, Royal Mail are in the unique position of delivering to every household in the country every working day of the week so it’s no surprise that they are stepping up their efforts to personalise deliveries and tailor the experience around the customer. It follows that the benefits for retailers will be fewer failed deliveries, fewer ‘lost’ parcels and fewer parcels returned because they were not collected. That’s good news for everyone.

[Nigel1505]

"In addition Royal Mail will offer easier ways to perform deliveries first time including deliver to neighbour or safe places and will capture details and pass the information to the customer through the use of their hand held PDAs. Expect pictures of the parcel in the safe place or the name as well as the house number of the neighbour your parcel has been left with". We all have plenty of time to do this, don't we.

Comments.

[redneck]

Ain't gonna happen. Not enough time in our 'SWW'

[Phantom]

No time to deliver to a neighbour