News - 2011
15th September : 2TOUCH TEAMS UP WITH HERMES FOR DUVET & PILLOW WAREHOUSE SUPPLY CHAIN CONTRACT
3rd August : SCOTTS & CO EXPANDS DELIVERY PARTNERSHIP WITH HERMES
17th July : GEACH JOINS HERMES IN BUSINESS DEVELOPMENT ROLE
8th July : HERMES IN HUB AND DEPOT NETWORK EXPANSION
14th May : HERMES INTRODUCES LATER CUT-OFF FOR NEXT-DAY DELIVERIES
11th May : HERMES LAUNCHES PIN-PROTECTED HOME DELIVERY
23rd March : HERMES LAUNCHES C2B RETURNS SERVICE
17th Feb : HERMES WARNS FAILED DELIVERIES WILL COST RETAILERS BUSINESS
15th September 2011
2TOUCH TEAMS UP WITH HERMES FOR DUVET & PILLOW WAREHOUSE SUPPLY CHAIN CONTRACT
2Touch, an outsourcing provider specialising in fully integrated contact centre, response handling and fulfilment services, has appointed Hermes to provide a home delivery solution for a new contract with Duvet & Pillow Warehouse (DAPW), an online retailer focused on high quality homeware at unbeatable prices. Under the deal, Hermes will work closely with 2Touch to become an integral part of the online retailer's supply chain, handling 100,000 deliveries per year.
Hermes was selected due to its ability to provide a fully-tracked, 48-hour business-to-consumer delivery solution with sophisticated reporting and proof of delivery capabilities. This will include a 100 per cent signed for service from the delivery address to achieve the necessary levels of security required by DAPW.
Daily collections of bedding products will be made from 2Touch's contact centre and fulfilment facility at Doxford Technology Park in Sunderland and transported to Hermes' national distribution hub in Nuneaton, Warwickshire. Orders will then be distributed to more than 7,500 lifestyle couriers, via the company's regional depot network, for delivery to households across the UK.
Stuart Gray, Managing Director of 2Touch commented: "We understand the importance of good communication, so it was essential to team up with a home delivery specialist that possessed a sophisticated mobile computing infrastructure. This will ensure the delivery process seamlessly integrates with the wider supply chain and provides total visibility of orders."
Carole Woodhead, CEO of Hermes in the UK said: "Our mobile communications infrastructure has enabled us to transform the way we track, trace and report the delivery of parcels on behalf of our customers. This is allowing us to adapt to meet the changing delivery needs of retailers and consumers."
3rd August 2011
SCOTTS & CO EXPANDS DELIVERY PARTNERSHIP WITH HERMES
Scotts & Co, the largest independent specialist catalogue retailer in the UK, has awarded a two-year contract extension to Hermes for the home delivery of 2.2 million items each year. Under the agreement, Scotts & Co will streamline its existing operation for items up to 15 kilograms by consolidating the requirements under a single supplier for the first time.
The new expanded contract is designed to ensure that all deliveries receive full tracking from end to end giving greater control over customer service queries and improved customer satisfaction. Hermes was originally appointed in 2008 to provide a home delivery solution in the UK for Scotts & Co's range of specialist catalogues, handling more than 600,000 consignments annually. This included the company's Scotts of Stow, Original Gift Company and Bloom operations along with nine other group catalogues.
Hermes collects orders either from Scotts & Co's fulfilment centre in Swindon or direct from some 300 suppliers. This direct dispatch stock collection service for up to 80 per cent of daily deliveries minimises the company's central warehousing requirement and streamlines the overall supply chain operation.
Keith Greasley, Logistics Director at Scotts & Co commented: "Hermes has been able to provide a highly efficient and flexible home delivery solution by working closely with our in-house operation and our suppliers. We are excited by the prospect of the new expanded delivery operation that will boost our ability to track all consignments throughout the supply chain." John Tobbell, Commercial Director at Hermes, said: "We have worked closely with Scotts & Co to develop a tailored solution that meets the precise supply needs of their range of catalogue brands and enhances the delivery experience to their customers. Our unrivalled knowledge combined with our effective courier network approach means we can achieve logistics excellence that delivers high levels of customer service, cost efficiency and operational performance."
17th July 2011
GEACH JOINS HERMES IN BUSINESS DEVELOPMENT ROLE
Hermes, the UK's largest home delivery courier network, has expanded its sales team with the appointment of Danny Geach as Head of Business Development. In his new role, he will be tasked with generating profitable and compatible new business in line with the company's growth strategy.
Geach joins Hermes having spent 15 years at TNT Express in a number of roles working within the business-to-business delivery marketplace. Most recently he was Sector General Manager responsible for managing and winning accounts in the media and entertainment sector, such as Game, HMV, Tesco Entertainment, Arvato, CJ Clarks and Morrisons entertainment.
Jon Tobbell, Commercial Director at Hermes commented: "This appointment will further strengthen our business development function and enable the company to take advantage of new opportunities within the marketplace. Danny has considerable experience within the media and entertainment sector, which will support our strategy moving forward."
8th July 2011
HERMES IN HUB AND DEPOT NETWORK EXPANSION
Hermes has opened a new northern distribution hub in Warrington and is enhancing its depot network with an additional location in Crawley, West Sussex, and an expanded site in Rotherham, South Yorkshire. The developments are designed to enable Hermes to deliver key service benefits to customers and support the company's growth strategy moving forward.
The northern distribution hub is located at the Warrington South Distribution Park and provides 100,000 sq ft of warehousing space. The facility replaces an existing site in Bradford and will enable Hermes to better serve the depot network with its strategic location and significantly reduce mileage and journey times for the trunking operation.
The Crawley depot will increase Hermes' network to 20 UK sites when it becomes operational in September this year, creating 34 new jobs. The 45,000 sq ft facility provides excellent access to the M23 and M25 motorways and will handle forecasted parcel volume expansion in the south east of England as a result of increased business from a number of new and existing clients. It is also anticipated that the depot will drive service level improvements and operating efficiencies within the southern region.
Meanwhile, Hermes is relocating to a new site at Vector 31 Business Park in Rotherham as a result of recent business growth. The 35,600 sq ft warehouse will replace an existing smaller depot in the region and was selected due to the facility's quality and layout as well as the ease of access to the motorway network.
Carole Woodhead, CEO of Hermes in the UK commented: "These latest improvements to our hub and depot infrastructure mean we possess the necessary capacity within our network to achieve our future growth plans and are well prepared to handle high volumes during the forthcoming peak period."
14th May 2011
HERMES INTRODUCES LATER CUT-OFF FOR NEXT-DAY DELIVERIES
Hermes, the UK's largest home delivery courier network, has extended the cut-off time for retailers using its next-day delivery service until 9pm. As a result, retailers will gain added flexibility within their multichannel supply chains and the ability to offer a later order deadline for delivery the following day.
The new, later cut-off time will be for parcel traffic entering Hermes' northern and southern hubs that is scheduled for next-day delivery. Using the company's existing nationwide trunking operation, retailers will now be able to send additional volumes up until the 9pm deadline for onward delivery into the Hermes nationwide depot network.
Jon Tobbell, Commercial Director at Hermes commented: "We are continually looking at ways of enhancing our service to retailers to improve the delivery experience to their customers. The later cut-off time is just one of a number of planned service innovations this year that will add real value to our unique delivery proposition."
11th May 2011
HERMES LAUNCHES PIN-PROTECTED HOME DELIVERY
Hermes has introduced a PIN-protected proof of delivery solution to reduce risk and provide added peace of mind to consumers with high value purchases. It is part of an enhanced range of signature options that are now available to retailers and is thought to be the only password-based POD service of its kind currently available in the UK.
The secure four-digit PIN will be generated by the retailer and communicated to the consumer. The encrypted data will then be sent to Hermes' mobile communications system and onto 7,500 couriers via handheld terminals, so the recipient can securely validate the delivery.
There will be three levels of signature service available that are suitable for home delivery solutions requiring a 100 per cent signed for service. In addition to the PIN option, retailers will also be able to select a household only and household or neighbour service, ensuring that all parcels obtain a signature on delivery.
Jon Tobbell, Commercial Director of Hermes in the UK commented: "Around 70 per cent of our deliveries already obtain a signature on delivery with the remainder left in an appropriate safe place. However, there is some demand for a 100 per cent signed for solution, so this latest enhancement to our service will provide the necessary levels of security based on precise customer requirements."
23rd March 2011
HERMES LAUNCHES C2B RETURNS SERVICE
Hermes has launched a service that will enable retailers to offer customers a hassle-free means of returning unwanted purchases direct from their homes. The consumer-to-business (C2B) returns solution is designed to improve the overall shopping experience by offering doorstep collections that can be quickly and easily organised over the Internet.
The service is available via myHermes.co.uk, the consumer-to-consumer delivery solution that was launched in 2009. A dedicated returns area has been created for retailers using the service to enable their customers to arrange a courier collection on a specific day direct from home, a neighbour or a nominated safe place.
A label pre-populated with all address and contact details is printed from the website, simplifying the repackaging and labelling of a package. Meanwhile, online tracking is also available, so that both the retailer and consumer can monitor the progress of a parcel, providing peace of mind that it has reached the returns department.
Hermes has introduced the solution to offer a convenient alternative to using the Royal Mail or a rival services that require a journey to the local Post Office or collection depot, which in many cases can be several miles away. According to last year's Hermes Parcel Deliveries Usage & Attitude Survey, there is strong demand for a new type of C2B returns service with 78 per cent of consumers finding the idea of organising online the collection of unwanted goods from home or a safe place either very or quite appealing.
Jon Tobbell, Commercial Director of Hermes in the UK commented: "An effective returns solution can enhance customer service, resulting in a positive impact on brand loyalty and ultimately contributing to increased sales. A flexible collection from home that can be arranged online removes much of the hassle often associated with returning purchases, whilst streamlining the overall returns process for the retailer."
17th February 2011
HERMES WARNS FAILED DELIVERIES WILL COST RETAILERS BUSINESS
Jon Tobbell, Commercial Director of Hermes, the UK's largest home delivery courier network, has warned retailers that failed deliveries may cost them customers and even ultimately their business. He was commenting on the latest IMRG figures that state that the problem is costing more than £500 million a year. When spread across the 1.1 billion business-to-consumer deliveries in 2010 in the UK, this equates to a cost of 24p to the retailer and 22p to the consumer for every parcel sent.
According to Jon, poor home delivery performance risks heaping added pressure on the bottom line and profitability, at a time when retailers are already facing reduced margins, higher inflation and lower consumer spending power. Not only will failed deliveries contribute to increased supply chain costs, but also test consumer loyalty potentially resulting in a loss of sales.
He went on to say that the key is in achieving first time deliveries through effective communication with the consumer and a flexible approach. Hermes' recent Parcel Deliveries Usage & Attitude Survey found that shoppers are increasingly looking for high levels of convenience from a home delivery service that comes when they are available and provides up to date information on order status.
"Hermes can reduce the average cost that results from failed home deliveries by more than 60 per cent to just 9p and 8p respectively. These savings are due to the high levels of service achieved by the Hermes' courier network and based on impressive first time delivery success rate of up to 94 per cent when compared to an average consumer experience of just 83 per cent."
Hermes' lifestyle courier network provides a flexible, friendly and local service, which means that couriers understand the habits and preferences of individual customers. As a result, they do everything possible to complete a delivery or when a recipient is not at home find an appropriate neighbour or safe place. In addition, Hermes is continually reviewing and developing its delivery capabilities to ensure its service offering meets the precise needs of the consumer.
"Failed deliveries are costly to both the retail sector and the consumer and pose a considerable risk to the profitability of an organisation. We are committed to working closely with our customers to continually improving our first time delivery rates to avoid this unnecessary expense. Our 7,500 UK couriers have an average territory of just 12 sq miles, far below the industry average, so are able to provide a high-quality doorstep service that is local and adopts leading home delivery best practise," Jon concluded.
