Royal Mail enhanced parcel tracking experience

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Following the roll out of enhancements to parcel tracking, Royal Mail is keen to promote the benefits for consumers and online retailers who use their services.

CCO Nick Landon and Postman Lee Miller discuss the recent enhancements to our Parcel services in a video posted to twitter. Whilst Lee is obviously a carefully selected Postie and the filming is staged, it’s still interesting to see it from the point of a real Postie with real customers and see how the parcel tracking can improve the customer experience.

No one really enjoys going to their local Royal Mail Delivery Office to collect their parcels – so delivery to neighbour and electronic notifications, enabling the customer to collect parcels without having to go home first are welcome. If a safe place is specified, then Royal Mail will scan the parcel and take a photo with which to update the parcel tracking.

For smaller retailers who want to drop off parcels, acceptance scans to start the parcel tracking journey are now available when dropping parcels off at Delivery Offices.

Royal Mail Key parcel tracking enhancements
The main changes, which were announced on the 1st of August, are:

Delivery to Neighbour
Delivery to Neighbour enhancements for tracked services will enable retailers to give online shoppers even more information on the delivery progress of their item. It lets retailers send customers proactive email and SMS notifications confirming when their item(s) have been delivered to a neighbour. Notifications will specify the neighbour’s house number, house name or first line of address if they live in a different street. This will make it even easier for online shoppers to know which neighbour their parcel has been left with if they are not at home at the time of delivery.

Acceptance Scans
Parcel Acceptance at all Royal Mail Customer Service Points will offer earlier acceptance scans. Customers taking pre-paid, barcoded items to Royal Mail Customer Service Points/ Delivery Offices will now be able to obtain an acceptance scan on drop off. This follows the introduction of new scanning technology at Customer Service Points across the UK, offering greater peace of mind. Shoppers will be able to take their pre-paid, barcoded items including returns to the Customer Service Points. As well as giving greater convenience to shoppers, retailers will receive earlier notice about items being returned, enabling them to better manage their inventories.

Electronic Notifications
Electronic “Something For You” notifications will provide online shoppers with email and SMS notifications about their items if they are not at home when the item is delivered.

The notifications will advise when their undelivered parcel has been returned to a Customer Service Point and is ready for collection. The service is available at around 450 of Royal Mail’s largest and busiest Customer Service Points. On receipt of the SMS/email notification, customers can either re-arrange their parcel delivery for another day or collect their item from their local Customer Service Point by presenting the electronic “Something For You” with relevant identification.

The electronic “Something for You” notification will help online shoppers to make collection or redelivery arrangements sooner without having to go home to collect the physical “Something for You” card. The physical card will continue to be posted through letterboxes.

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Whilst Lee is obviously a carefully selected Postie

Knowing Royal Mail I would be surprised if he is a postie at all