创造客户选择和解锁效率：多运营商交付管理的力量

The power of multi-carrierdelivery management Introduction:a world of possibilities “Every day we’re saying, ‘How can we keep this customerhappy? How can we get ahead in innovation by doingthis?’ Because if we don’t, somebody else will.” – Bill Gates, founder of Microsoft Too often, retailers dismiss deliveries as a purely logistical feat. A world ofboring boxes that someone must ship from A to B. But when they fall intothis trap, they turn their back on a world of opportunities. Deliveries hold the keys to helping retailers stand out from the crowd,keeping customers happy and unlocking efficiencies. They matter morethan loyalty perks or “buy now, pay later” (BNPL) schemes. If the deliveryand returns experience doesn’t live up to a consumer’s high standards,they will shop around for a better one. Getting deliveries right requires a joined-up experience from checkoutto doorstep. It requires retailers to provide the right range of deliveryoptions. It’s essential that vendors communicate with customers ateach stage of the delivery journey. Retailers must keep their promise bydelivering on time. And if a customer wants to send something back, it’svital that they understand how they can and on what terms. When a retailer is shackled to the restrictions of a single carrier ortransport provider, creating the right delivery experience is fraught withfrustration. In many cases, it simply won’t be possible. By working witha variety of carriers, retailers can offer real choice to shoppers, gain theagility to adapt to shifting consumer demand, and grow their business. Finally, this guide demonstrates how Delivery & Experience Management(DMXM), a new category of software designed to meet these challenges,can help. DMXM turns shipping and deliveries into customer experienceswhich surprise and delight shoppers, while reducing costs and unlockingefficiencies across warehouses and delivery teams. Unlocking the delivery experiencewith multi-carrier capability More carriers equal more opportunities. Workingwith a variety of transport providers helpsretailers release the potential of the deliveryexperience. If this is done well, some two out ofthree customers will shop again.1 Specifically, a multi-carrier delivery capabilitymakes it possible to: 1. Offer a range of delivery options Shoppers expect to find the shipping solutionthey seek. For some, price is paramount. Otherswould prefer to collect their delivery from apick up/drop off (PUDO) locker. In many cases,shoppers will pay extra for a speedy shipment orto have their items delivered more sustainably. A Retail Week / nShift study found that morethan 70% of customers deem a range of deliveryoptions important when shopping online. Incontrast less than half (49%) thought thatalternative payment plans such as BNPL to be atop priority.2 Retailers that rely on just one carrier companyare restricted to what that partner can provide.But when they team-up with a range of carriers,they can pick and choose which specific shippingsolutions suit the customer. 3. Improve delivery quality andefficiency A delivery marks the first “real world” engagementbetween an ecom company and their customer.If the shipment is late, delivered to the wrongaddress or the package damaged, the retailer getsthe blame. Almost three quarters of shoppers areless likely to recommend a retailer after a poordelivery experience.4 If a retailer uses just one carrier company,they are effectively outsourcing a key part oftheir brand experience to a third party. Shouldthe carrier let the retailer down, it suffers theconsequences. But when deploying a range of carriers,businesses can compare performance acrossthe board. They can quickly see which carriersare performing best for which customers. Thisgives the retailer real data to negotiate rates andidentify the best options for customers. 2. Boost delivery capacity Countless retailers make their peak profits duringthe busy “golden quarter” at the end of theyear. But as demand increases, so do fulfilmentpressures. A third of shoppers have experienced problemswith deliveries during peak season, including lateand missed deliveries.3 Working with just one carrier, or maintaining adirectly-owned delivery fleet, restricts deliverycapacity and makes these problems more likely.It makes it more difficult to scale up and downas demand requires. Working with a range oftransport partners makes it easier to respond toshifting patterns of behavior. 4. Grow beyond borders Countless retailers make their peak profits duringthe busy “golden quarter” at the end of theyear. But as demand increases, so do fulfilmentpressures. A third of shoppers have experienced problemswith deliveries during peak season, including lateand missed deliveries.3 Working with just one carrier, or maintaining adirectly-owned delivery fleet, restricts deliverycapacity and makes these problems more likely.It makes it more difficult to scale up and downas demand requires. Working with a