Hermes, the consumer delivery specialist, has launched a new and convenient service that provides online shoppers with an Estimated Time of Arrival (ETA) for next day and standard delivery purchases as well as returns. The ETA service will allow Hermes to deliver an enhanced customer experience on behalf of the UK’s leading retailers.
Following a successful trial with major retailers, Hermes will initially provide customers with a four-hour time window on the morning of their parcel delivery or collection, a timeframe that will be reduced to two hours by the end of the year.
The service has been designed to increase visibility across the supply chain, boost first time delivery rates and reduce the amount of enquiries retailers receive from online shoppers. By removing the need for customers to wait in all day for a courier, ETA helps improve the overall customer experience.
Retailers deploying the new service will be able to select which parcels they would like to apply the new ETA service to and can choose how they want to communicate the time-window from a choice of Hermes Parcel Manager SMS, Email or Mobile app push.
The launch of this new service follows the recent announcement that Hermes has invested £18m in 20,000 state-of-the-art handheld scanners which will be in place by peak 2016. The 4G devices which support the ETA service will boast Geo-fencing technology and a built-in camera and will bring the Hermes Home Delivery and ParcelShop network closer together to give increased future benefits for clients and their customers.
Carole Woodhead, CEO of Hermes, said: “Recent research from Metapack revealed that two thirds of consumers are anxious about leaving their homes when they are expecting a delivery. In addition, a Retail Week study said 91% of end customers view time windows as the most important feature when selecting a delivery service. Therefore it is clear that the vast majority of consumers want the convenience of an ETA for all of their deliveries, and not just when opting for a premium service.
“Our ETA solution provides additional choice and convenience to those online shoppers, which will reduce queries for retailers and boost their brand loyalty. This innovative new service, together with our substantial investment in our final mile delivery network, illustrates our ongoing commitment to providing the UK’s leading retailers with premium delivery features for a standard price and helps us move towards our goal of 100% first time delivery success.
“After a successful and record peak, this is Hermes third major announcement this year, with the investment in our new Super Hub in Rugby, scanner technology and now the new ETA service for collection and delivery in the standard market.”
Ian Carr, logistics director, JD Williams, said: “JD Williams sees ETA messaging as a welcome service development in line with our drive towards a digital-first business model. It has been well received by our customers, especially those who use mobile technology. This complements our efforts to provide customers with proactive updates at critical stages of the parcel journey, which keeps them fully informed without the need to enquire further.
“We will continue to work with Hermes to widen the reach of this and other services that will be offered on the Hermes Parcel Manager App.
“We will also encourage those customers who are not yet users to try these services at every opportunity.”