Chronopost achieves a competitive advantage while delivering parcels
Full traceability and driver accountability, real-time online information, improved data reliability and ease of use via a flexible proof of delivery solution
Paulo Rosa, Director of Chronopost’s Information Systems explains how the system has benefited their business.
How has the postal sector changed in recent years?
Paulo Rosa: As the postal industry adjusts to deregulation, introducing new and improved services that add customer value is a priority for the Portuguese branch of Chronopost. In a service-based business, improving customer satisfaction levels depends on real-time accurate information.
How does the ePOD solution help you achieve this?
Paulo Rosa: We deliver close to 8.5 million packages each year and the system helps us by significantly improving quality, internal process control and reducing costs. It has also helped transfer some of our organisational efficiency onto our clients, which means we are competitive, innovative and can increase market share. Our operational systems have become more environmentally friendly. As a sector, postal companies are very paper-intensive and although this is still a legislative prerequisite, because the ePOD solution captures data at source using mobile PDAs, we can minimise our reliance on paper-based procedures.
What are the main drivers behind your investments?
Paulo Rosa: When we invest in IT, although we look for a direct payback and a certain level of return on our investments, we also regard customer satisfaction as a key metric. The higher our customers’ satisfaction, the higher our growth rates. We are also innovators rather than followers, so our investment projects need to set us apart from the competition.
What is your relationship with Zetes?
Paulo Rosa: Zetes has been our data capture partner for 15 years and it is fair to say this Proof of Delivery system has become a pillar of our IT systems. Our clients want services based on information, innovation, flexibility, integration, quality, efficiency and reliability – all of which depend on auto-ID solutions.
How have things changed?
Paulo Rosa: Deliveries and work processes are now recorded through the system, giving visibility and traceability of packages and field employees at any time. Service quality has improved because warning messages are sent to drivers to ensure deliveries are made on time. In addition, time to complete individual tasks has been cut. Communication has improved as drivers are linked to the central traffic control system, which makes it possible to share knowledge and access GPS data in real time throughout the day. As part of daily procedures, the system checks the accuracy of data scanned and entered into each PDA, to eliminate errors which create quality problems and mean lower customer service.
Has the system improved driver accountability?
Paulo Rosa: Daily workflow is indeed more organised and accurate. Each morning, operators receive clear instructions regarding tasks to execute and during the day, data for each process, from order pickup to shipping and final delivery, is captured from 2D barcodes. In addition, because the system monitors each journey completed, operators are accountable for performance levels and benefit from improved safety. A built-in receiver optimises driver delivery routes and means that service quality, total cash collection levels and fuel consumption can be monitored.
What do your customers think of ePOD?
Paulo Rosa: The benefits of Chronopost’s Proof of Delivery solution for the end customers are clear and we know they appreciate the investment we’ve made. 99.2% of parcels now have a complete delivery record and we can offer greater visibility and traceability of the parcels in transit. The system is also more flexible and customers can change the original point of delivery, allowing packages to be collected at a convenient time or place. In the end, next day delivery is now a commodity and we are well aware of that fact; it is what drives us to continue innovating and improving.