On Demand Delivery has been developed in response to significant growth in premium cross-border e-commerce volumes. This offers flexible shipping options designed to enhance the customer experience for online shoppers.
Kiwi exporters are tapping into the explosion of online commerce like never before. The ease of buying products online and having them delivered to your door has enticed buyers from around the world.
Today, approximately 60% of the shipments coming into New Zealand on DHL Express go to consumers – a portion that has risen sharpley over the recent years. This increase in residential deliveries has inspired DHL Express to create On Demand Delivery, a new technology platform.
With On Demand Delivery, shippers can choose to activate specific delivery options and have DHL Express proactively notify their customers via email or SMS about a shipment’s progress. Customers can then select the delivery option that best suits their requirements via the On Demand Delivery website.
The service is specifically tailored to the demands of international e-commerce deliveries, where the majority of shipments are addressed to residential addresses and customers place considerable emphasis on flexibility and convenience.
“The increase of e-commerce deliveries has primarily been driven by the strong demand for high-value and premium goods in the global marketplace, as well as the emergence of start-up retailers who are expanding opportunistically to new overseas markets and therefore require a worldwide door-to-door delivery service,” commented Gary Edstein, CEO, DHL Express Oceania. “In response to the dynamic growth and to ensure that our services continue to exceed customer expectations, we have launched On Demand Delivery.”
On Demand Delivery was first rolled out in New Zealand in October 2015. During 2016, more than 220,000 shipments utilised On Demand Delivery technology, allowing Kiwi consumers to choose their delivery preference.
The most popular option was ‘Collect from Service Point’ whereby receivers can specify a location where a parcel can be left without signature, which was chosen by 35% of consignees. The next most popular option was to ‘Reschedule Your Delivery’, selected by 32% of NZ consumers. Coming in third was ‘Signature Release’ chosen by 26%.
On Demand Delivery is easy to use and benefits both shippers and receivers. The site is accessed from any smartphone, tablet or PC, and offers receivers up to six delivery options. Shippers can incorporate their own branding into customer notifications. Receivers can schedule a delivery, arrange delivery to a nearby DHL Service Point or their own alternate address, and even request that a shipment is put on hold during a vacation. On Demand Delivery further improves first-time delivery performance, increases customer satisfaction, and makes the overall delivery process more efficient.
Gary added: “On Demand Delivery isn’t just a new customer interface – it also represents an enhancement of our worldwide network, as we have tailored our last-mile operations to meet the specific demands of cross-border e-commerce deliveries. Thanks to On Demand Delivery, we can support the service offering of online shippers and improve the delivery experience for their customers, while improving our own efficiency, particularly for last-mile deliveries.”
On Demand Delivery will be deployed to more than 100 countries through 2016 and 2017, accounting for the majority of global trade and online retail activity, and is available in over 45 languages.