MOSAIC FULFILMENT SERVICES TEAMS UP WITH HERMES
Mosaic Fulfilment Services, an outsourced marketing solutions company offering contact centre and web-based order processing, storage and distribution services, has selected Hermes as its preferred home delivery partner within the UK. Under the agreement, Hermes will handle around 350,000 packet and parcel deliveries each year for a wide range of clients including Leeds United Football Club, UNICEF and Gizoo.co.uk.
Mosaic Fulfilment Services selected Hermes having previously worked with an alternative home delivery partner that no longer provided the necessary levels of service and value for its customers. The new solution will use Hermes' fully-tracked next-day and 48-hour services, as well as utilise the company's proof of delivery and SMS messaging capabilities where required.
Daily collections of consignments will be made from Mosaic Fulfilment Services' warehouse in York 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.
Duncan Marrison, Managing Director of Mosaic Fulfilment Services commented: "Hermes has demonstrated its ability to provide a competitive solution that offers impressive first time delivery rates in a flexible, efficient and high quality manner. We look forward to working closely with Hermes to ensure we continue to meet the precise needs of our customers."
Carole Woodhead, CEO of Hermes in the UK said: "Our ongoing commitment to service excellence means we are becoming the home delivery partner of choice for an increasing number of retailers and fulfilment businesses. Companies such as Mosaic Fulfilment Services are recognising the value we can provide in terms of a unrivalled solution that combines quality doorstep delivery, with a friendly and local service."
HERMES VOTED BEST HOME DELIVERY SERVICE
Hermes, the UK's largest courier delivery network, has scooped the Best Home Delivery Service category at the ECMOD Supplier of the Year Awards, against competition from Yodel and Citysprint. The company was amongst thirteen winners recognised at a prestigious awards ceremony held at the Business Design Centre in Islington, London.
Unlike many others awards, the finalists of ECMOD Supplier of the Year Awards are shortlisted from nominations by their actual clients. These retail and e-commerce organisations vote for the suppliers that have contributed the most to their businesses over the past 12 months. In total 39 suppliers were shortlisted across the thirteen award categories.
Carole Woodhead, CEO of Hermes UK commented: "This award recognises our continued hard work to provide home delivery solutions that meet the needs of our retailers and their customers. We work closely with our clients to deliver a quality service, whilst investing wisely in the right technology and people to support new solutions that are wanted by Internet and catalogue shoppers."
HOME DELIVERY CAN PLAY A VITAL ROLE IN DRIVING ONLINE SALES
New research suggests delivery issues prevent more from shopping online
Delivery companies can play a vital role in getting shoppers online by working closely with retailers to overcome considerable concerns regarding the cost and flexibility of the delivery process, according to annual industry research from Hermes, the UK's largest courier delivery network. The 2011 Parcel Deliveries Usage and Attitude Survey found that there was a significant opportunity to convince non-online shoppers to start using the Internet by adopting a simpler returns process (63 per cent), improving the convenience of delivery solutions (56 per cent) and incorporating an effective proof of delivery mechanism (56 per cent).
When asked the primary reason for not buying online, half of the respondents stated a preference for the traditional shopping experience. However, delivery (16 per cent) and security (17 per cent) were the next most common reasons, suggesting there was a significant untapped portion of the consumer population that could boost online sales if these barriers could be removed. In particular, 49 per cent of non-online shoppers felt that the cost of delivery made online purchasing more expensive than buying on the high street, whilst 42 per cent were worried they could lose out if deliveries went astray.
Elsewhere in the findings, regular online shoppers continue to want services that make home deliveries more convenient, especially for those not at home during the day. For example, 85 per cent of respondents thought evening deliveries were appealing, increasing to 93 per cent for those in full-time employment, whilst 75 per cent were in favour of going online to organise a collection from home or a safe place in order to return unwanted purchases.
There was also a definite preference stated for deliveries to be left with a neighbour (61 per cent) or in a safe place (51 per cent) instead of receiving a card asking to rearrange delivery or collect from a depot (30 per cent). Meanwhile, in urban areas there is widespread appeal for parcel shops that are open from early morning to late evening that could handle deliveries (66 per cent) and returns (75 per cent).
However, receiving a delivery at work does not seem to be a universal solution for online shopping. The findings suggest considerable variation in employers' internal policies, with only 33 per cent of respondents stating they were allowed to receive deliveries at their place of work, whilst 33 per cent said they did not have permission and 36 per cent did not know. Of those that could, 67 per cent had received a delivery at work.
The importance of next-day delivery for online shoppers has dropped since last year with 41 per cent claiming this is quite or very important compared to 51 per cent last year. In contrast, those respondents claiming cost to be very important when selecting a delivery service grew from 63 to 73 per cent. This may point toward consumers looking for the most cost effective delivery solution as household income is squeezed in preference to the fastest option.
Jon Tobbell Commercial Director of Hermes in the UK commented: "Our research gives useful insight into buying habits, delivery requirements and attitudes of online shoppers, as well as a better understanding of the sentiments and needs of those that currently do not shop online. We have an ongoing commitment to working closely with our retail customers to create a home delivery solution that meets the precise needs of the consumer and support the continued uptake of Internet shopping."
The 2011 Parcel Deliveries Usage and Attitude Survey was conducted amongst 1,000 online shoppers who had taken deliveries from e-retailers at least three times in the preceding three months and 500 non-online shoppers who never shop online for non-food items that require delivery.
HERMES OPENS NEW BRADFORD DEPOT
Hermes has opened a new Bradford depot in the Low Moor area to increase warehouse capacity and support its continued growth strategy. The 54,724 sq ft facility replaces a previous warehouse near the centre of the city and becomes the largest depot within the Hermes UK network.
The depot is situated on a 3.5 acre site on Dealburn Road, a popular location for storage and distribution businesses because of its excellent access to the M606 and M62 motorways. The facility includes four double-deck and three drive-in doors, as well as providing accommodation for the Hermes Driving School.
Hermes is experiencing considerable growth this year, which has led to the opening of a number of new depots during recent months including a 100,000 sq ft northern distribution hub in Warrington, Cheshire, a 35,600 sq ft depot in Rotherham, South Yorkshire, and 45,000 sq ft depot in Crawley, West Sussex.
Carole Woodhead, CEO of Hermes in the UK commented: "We are committed to creating a network that best meets the needs of our customers now and in the future. These recent developments will provide the added capacity to handle growth and support our commitment to providing a high quality home delivery service."
CLOGGS SELECTS HERMES AS HOME DELIVERY PARTNER
Cloggs, the multi-channel retailer of footwear and associated products, has awarded a home delivery contract to Hermes. Under the agreement, Hermes will handle around 60,000 parcels and packets each year and was selected due to its ability to provide high levels of service during the company's peak trading period.
Hermes will collect ecommerce traffic generated via the cloggs.co.uk website, including branded footwear for men, women and children, from the retailer's central warehouse on a daily basis and deliver to customers using its 48-hour standard service.
Consignments will be transported from the Birmingham site to Hermes' national distribution hub in Nuneaton, Warwickshire for sorting and onward delivery to the company's regional depot network. From there, orders will be distributed to more than 7,500 lifestyle couriers for delivery to households across the UK.
Melanie Cross, Head of Customer Experience at Cloggs commented: "We are committed to offering branded footwear at low prices, so we needed a delivery partner that could provide a high quality service especially during our peak period. Working with Hermes, we are confident of meeting the needs of our customers by making the shopping experience as convenient and rewarding as possible."
Carole Woodhead, CEO of Hermes in the UK said: "Our courier network approach means we can provide an unrivalled solution that combines quality doorstep delivery, with a friendly and local service. Cloggs is a leading footwear retailer in the UK and we look forward to working closely with the company to support the continued growth of its online solution."
FIND ME A GIFT APPOINTS HERMES
Find Me A Gift, the online retailer with unique gifts for men, women and children, has awarded a two-year contract to Hermes to consolidate its home delivery requirements. As a result, Hermes will handle the delivery of more than 100,000 parcels and packets on behalf of the retailer using its next-day and 48-hour tracked services.
Hermes was selected because of its ability to meet the precise delivery needs of Find Me A Gift customers across all seasonal peaks. The added flexibility provided by offering the standard and next-day options in combination with the company's six-day delivery service will enable shoppers to receive their purchases in time for any celebration, even when they are last minute buys.
Gift items, purchased from http://www.find-me-a-gift.co.uk will be collected on a daily basis from the retailer's central warehouse in Southam, Warwickshire and transported to Hermes' national hub in nearby Nuneaton. Orders will then be distributed to more than 7,500 lifestyle couriers, through the company's regional depot network, for delivery to households across the UK.
Lena Gore, Marketing Director from Find Me A Gift commented: "After undertaking a thorough review of the home delivery sector, we found that Hermes offered a high quality solution that would ultimately enhance the shopping experience for our customers. Their business model gives us confidence that our customers' orders will arrive on time which is crucial to our business."
Carole Woodhead, CEO of Hermes in the UK said: "Using our courier network approach, we are able to create effective delivery solutions that meet the requirements of retailers and their customers. This means we are able to provide an unrivalled solution that combines quality doorstep delivery, with a friendly and local service."
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."
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."
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."
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."
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."
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."
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."
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.