Contact us on
retailsolutions@citysprint.co.uk
Our Customer Care Team is available on 0845 266 8778, 8am - 8pm Monday to Friday, 8am - 2pm Saturday
Q - Do customers really "want it now" or is it more of a "I want it securely delivered at a designated time" scenario?
A - The simplest answer to that question is that customers want it when they want it. Therefore the emphasis is on the retailer to offer a range of flexible delivery options which suit all manner of buyer's needs. There has been a definite shift whereby customers are expecting to be able to receive their goods faster; essentially this is what is driving the requirement for same day services. However, customers also want the option of being able to receive the parcel within a pre-defined time window or on a day of their choice for example.
For all CitySprint deliveries, your customers can track in real-time that important purchase, via our CourierLocator technology, leaving them are safe in the knowledge that their goods will be securely delivered at a convenient time for them.
Q - Faster will inevitably mean higher delivery charges. Will customers find this acceptable in this economic climate?
A - Once again the emphasis is on choice. Whilst many customers would prefer free delivery, they openly accept that premium services carry an additional charge. In fact, there is often more frustration because of the lack of delivery options which will enable them to receive their goods sooner, than discontent with the prices charged. Interestingly, research shows that consumers are more likely to have a higher basket value when choosing a same day delivery solution, either by ordering more items, or because they are splashing out on that expensive, luxury purchase. We believe that customers are willing to pay a premium in return for a delivery solution which is tailored to their needs.
Q - There are a number of well-known courier companies who currently serve the retail sector. Why aren't they offering these services?
A - The operational differences between the provision of same day and next day / overnight solutions are considerable. A major difference being the time the courier partner has to react to the delivery request. As the UK's largest same day distribution company, CitySprint has extensive experience in this field. Our business focuses on our ability to operate in an ad-hoc environment, delivering many thousands of packages each day. The next day model is significantly different and, therefore, it is not a simple task for the next day carriers to begin offering same day services. Our experience, combined with elements such as our nationwide coverage and investment in technology makes us the ideal partner choice.
Q - Why is CitySprint able to deliver these solutions?
A - CitySprint has a network of service centres which are strategically located throughout the UK. In addition we have a fleet of over 2000 couriers. This infrastructure and resource means that CitySprint has the physical presence necessary to be able to make collections from DCs or warehouses within the required time window and is also able to work flexibly; both elements vital in the delivery of such a service.
Q - Our online booking system is supported by a complex IT solution. Can CitySprint work alongside this?
A - CitySprint's retail solution is tailored to work with the retailer's existing infrastructure and business needs. As part of the process, CitySprint is able to offer IT support to ensure seamless integration. This may require bespoke IT development or integration with existing systems and procedures.
Retail customers can also benefit from CitySprint's investment in market leading technology. Each one of CitySprint's couriers is equipped with hand-held GPS devices, CityTrakkers, which transmit information to and from the CitySprint system in real-time. Essentially, this enables CitySprint to know, and be able to view, the exact location of each of their couriers located throughout the UK.
The customer benefit of this investment is the unrivalled transparency it offers. Once a courier electronically acknowledges acceptance of a delivery this becomes 'live' on the system. From this point forwards the customer can view the real-time location of the courier making their delivery. Retail customers can either use this information themselves or open the system up to their customers, providing added-value levels of customer service. For same day and therefore 'urgent' deliveries, this extra level of customer service provides additional peace of mind and reassurance.
Q - How long does the IT integration take, from conception to delivery?
A - The integration process generally takes around 8 weeks from the initial discussion with our dedicated IT support team to the delivery of an integrated solution. This is however, dependent on the customer's IT Infrastructure and any third-party platforms that are involved. CitySprint already works with key third-party platform suppliers for numerous contracts, including DIA and Metapack. This provides valuable knowledge which can help speed up the process.
Q - Is this service just aimed at the fashion market?
A - No, the retail delivery solution is aimed at any retailer operating an ecommerce site. Any retailer who 'sells' online can benefit from the services CitySprint provides.
Q - So, for example, can CitySprint's fleet deliver temperature controlled items?
A - CitySprint has a range of specialist fleet designed to support a variety of customer's needs. For example, we operate a number of vehicles which are used with customers who have specific temperature controlled requirements. This fleet is used extensively across our healthcare business which regularly delivers temperature controlled pathology samples and blood products on a regular basis. At CitySprint, we work in partnership with our clients to develop solutions which support their needs.
Q - How do customers react to having a delivery from a company other than the brand they purchased from?
A - Online retail customers are familiar with the notion that their package will be delivered by a third-party. They do not expect the retailer to make the delivery themselves. However, to ensure the customer's front-door experience is consistent with the rest of the buying process, the retailer's branding is prominent on the packaging.
In addition, in order to maintain professional standards and protect the integrity of the retailer's brand, CitySprint's couriers are all uniformed and drive branded vehicles. This practice also has added security benefits, as the end-customer knows to expect a CitySprint delivery. This is of particular importance when deliveries are being made to home addresses.
Q - Have you ever had any issues with multiple inventory deliveries?
A - CitySprint manages many thousands of deliveries on a daily basis. The success of our business has been built on our attention to detail and our ability to work in this ad-hoc environment. We have robust practices in place which ensure we are able to flex according to customer demand without compromising quality or customer service. However, we also recognise that sometimes issues arise and, therefore, have a professional customer support team in place which is able to quickly respond in such situations.
Q - Do you pass any deliveries onto Third-Party carriers?
A - No. Due to CitySprint's scale and geographic coverage we do not need to rely on partners. Furthermore, we view this as a high-risk arrangement. Making sure all our couriers have Criminal Reference Checks, vehicle insurance and current driving licences are responsibilities we take very seriously. CitySprint will never rely on a Third-Party to manage these key areas.
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Q - How do you prevent disappointing customers who are not in the catchment area for same day deliveries?
A - The same day delivery option is only displayed to those customers who are within the catchment area.
