E-commerce logistics specialist ITinSell has launched its UK operations in London. The French company was established in 2008 and has expanded quickly across Europe with offices in Paris, Lille, Lyon and Barcelona. ITinSell has more than 1,500 customers including Toys R Us, M&M’s and La Redoute.
ITInSell’s solution enables logistics companies and online retailers to improve customer service and loyalty allowing the customer to track the entire delivery process from a single page. Retailers are able to communicate with their customers via a branded tracking page which provides information about the progress of the order in real time. The tracking page keeps customers in the retailer’s domain rather than re-routing them to a carrier’s website.
Customers can receive notifications via email and/or SMS at various stages of the delivery process, such as “ready at pick up point” or “waiting at customs.” They are also provided with up to date information about any anomalies with the delivery. This level of service continues right up to the delivery itself, at which point the customer is provided with instructions about how to make a return and is given the opportunity to report any issues such as damaged goods, and to rate the carrier. By keeping customers fully informed throughout the process, the number of inbound calls to the retailer is reduced significantly.
The ITinSell solution also allows e-logistics companies and online retailers to improve their supply chain management by providing a centralised international tracking system for multiple carriers. From a single interface, the delivery performance of different carriers can be tracked, analysed and compared, making it possible to identify the most efficient carrier for deliveries to specific areas. The solution is Saas (Software as a Service) based, is fully secure, and can be accessed via any device.
Organisations often invest more money in acquiring new customers than in building the loyalty of existing ones, even though it is well known that acquiring a new customer costs far more than keeping an existing one’, said Florian Cimetière, co-founder and CMO of ITinsell. ‘Most online retailers consider deliveries and logistics to be the responsibility of the carrier, but in order to build customer loyalty and satisfaction you need to keep control of the entire delivery process. Letting the customer have a full view of where their parcel is, without having to leave your website, helps to build their trust and increase their loyalty.’
On 13 October 2015, ITinsell will be presenting at the eDelivery Conference. The presentation, entitled Improve the Quality of the Information Provided to the End-Customer During the Delivery Process, will focus on building the customer relationship beyond the payment process and into delivery. This will be presented by UK account mManager Florent Aonon at 11.55am-12.25pm.