DPD is improving its B2C services in Germany with new scanners for its parcel shops and newsocial media communications with consumers.
The international parcel and express service provider will equip all of its parcel shops inGermany with electronic manual scanners by October 2013. This investment will improve servicequality and enable efficient management of the more than 4,500 DPD outlets across the country. Inaddition a central Operations Centre has been set up for the purpose of ensuring high qualitystandards at the parcel shops and managing their capacities.
DPD, the long-standing B2B parcels market leader in Germany, has been steadily expanding its B2Cservices in recent years. It is introducing more flexible delivery options, including itsinnovative three-hour delivery time-slot service, and plans to increase the number of parcel shopsto 8,000 by the end of 2014. Consumers can use these as alternative delivery addresses as well asfor returns.
“For customers e-commerce doesn’t end with a click on the ‘Buy’ button. Collecting the parcelfrom a DPD parcel shop or conveniently arranging a return shipment there are also very much part ofthe online shopping experience,” explained Michael Knaupe, Head of B2C Products & Services atDPD GeoPost (Germany) GmbH. “This is why we are investing continuously in our parcel shop networkfor the purpose of winning further market shares in the B2C segment.”
The new electronic manual scanners will speed up parcel drop-off and collection at a parcel shopdramatically to just 30 seconds. Moreover, every time a parcel is scanned at a DPD parcel shop thisis also displayed in the online tracking system, meaning that consignors and consignees can be keptup-to-date about the status of their parcels even better.
Shop operators are receiving on-the-spot training in the use of the equipment from DPD staff toensure that technology introduction goes smoothly. The new technology also provides a direct linkto DPD’s international IT network.
The new Operations Centre uses centrally recorded data to efficiently administer pickup anddelivery operations for the parcel shop network. For example, any capacity bottlenecks at aspecific shop are identified in good time and the affected parcels are redirected to a differentoutlet, DPD said. “Central data recording enables effective quality management and raises our DPDparcel shop network to the next level,” Knaupe commented. In addition, the Operations Centre staffprovide support to the shop operators whenever they have questions.
In a parallel move, DPD Germany is intensifying its direct dialogue with customers, consigneesand other interested parties via Facebook and Twitter with the launch of an official Facebook siteand a customer service channel on Twitter earlier this month.
“As part of our B2C strategy we are increasingly aiming at direct communication with consigneesand putting them in charge of the delivery of their parcels,” explained Boris Winkelmann, COO ofDPD GeoPost (Deutschland) GmbH. “With our presence on Facebook and Twitter we are highlighting ourefforts to integrate parcel shipping as simply as possible in the everyday lives ofconsignees.”
On its Facebook page DPD Germany provides relevant information, news and entertaining contentrelating to the company and gives all Facebook users the possibility of contacting DPD directly.“We are looking forward to the dialogue with other Facebook users,” said Frank Rickert, SocialMedia Coordinator at DPD. “Questions, comments and ideas are welcome to us – and we will also dealwith criticism constructively. As a dialogue instrument Facebook offers tremendous potential, whichDPD as a service-oriented company intends to use to the full.”
On Twitter, DPD’s aim is to intensify its contacts with customers and consignees, focusing onservice in particular. “Simple, fast and effective – this is what communication is like on Twitter.And it’s exactly how we wish to support our customers on Twitter,” Rickert added.
