Hermes UK has selected Cognito iQ, a leading provider of mobile workforce management solutions, to equip its rapidly-growing network of couriers and 4,500 parcel shops with Cognito iQ’s Electronic Proof of Delivery (ePOD) solution to improve its parcel delivery service.
The strategic service platform Cognito iQ Mobile provided on hand-held devices will be implemented by Hermes in a 20,000-licence deal which is “one of the largest ePOD implementations in Europe”, Cognito said. “It will enable Hermes to improve the customer experience it provides on behalf of the UK’s leading retailers.”
The company explained that it will use information provided by geo-fencing technology to confirm to Hermes and its clients where and when parcels are delivered. In addition, the software enables Hermes to retain high quality images, taken using the camera, on the new hand held devices.
“We aspire to achieve 100% first time delivery success and this new technology will assist us to reach this goal,” Carole Woodhead, CEO of Hermes UK, said. “Our focus is on providing an outstanding delivery experience, so we have invested in the software to increase the choice and convenience to our clients.
“The Cognito iQ partnership gives us the flexibility we require, will allow us to enable navigation routing and become the first company in the market to offer time window deliveries to customers for standard parcels,” she added.
Cognito iQ was selected as part of a competitive tender for its cloud-based cross-platform solution which supports the scalability required by Hermes. In addition, the Cognito iQ OPM (Operational Performance Management), when combined with Hermes’ parcel tracking, will provide real-time delivery insights for Hermes and its clients with powerful Management Information delivered through online dashboards. “This allows the early identification of network problems at regional, round or courier level so that any issues regarding customer delivery can be proactively dealt with,” Cognito said.
“This is the latest example of a major business choosing Cognito iQ to help evolve its most important processes to deliver an outstanding experience,” Laurent Othacéhé, CEO of Cognito iQ, said. “Working with Cognito iQ, Hermes is well-placed to optimise its service and systemically drive continual performance improvement, while giving customers the preferences they want, the couriers the experience and technology they require, and delivering innovation for Hermes overall.”
