Why Multi Carrier?

Wide range of customer experience to call on

What the customer wants: Carrier perspective

Lower costs New services Later cut-off times More flexibility Better quality Higher reliability Better account management

•Innovate

•Control costs

•Increase drop

density

•Manage price

•Sweat assets

Implications for service

What the customer also wants: Customer perspective

Range of delivery options Best in class across

a broad range of services a wide range of product types and sizes

Range of cut-off times Good geographic coverage Avoid punitive surcharges Consistent performance Integration with own fleet options Contingency Integrated customer care Pro-active customer management Integrated returns Control over supplier home delivery

“Multi-

carrier .solution”

“one system,

....not many”

“Control”

“Visibility”

“Flexible and

comprehensive”

Implications for service

Avoid the single carrier trap

New ITT

New carrierselected

Poor carrier management

Carrier underperforms

“We’ve tried all the carriers before and none of them seem to be able to cope with our business”

OLD SCHOOL METAPACK MODEL

Use technology and the information obtained from the technology to achieve best in class financial and operational performance from a range of carrier partners

•Use specialist carriers for niche capabilities•Joint continuous improvement programmes improve overall performance

Time

Perf

orm

ance

Selectcarriers

Niche skillsutilised

FineTuning

CarrierManagement

CarrierManagement

90% of major retailers now use multi-carrier solutions

Own Fleet

Allocate Label print Manifest Pro-active Email & SMSWISMOCarrier Management Tracking and Customer CareDelivery

options

Naturally there is a market for multi-carrier systems

Own Fleet

Delivery Management Platform

Allocate Label print Manifest Pro-active Email & SMSWISMOCarrier Management Tracking and Customer Care

Internet

Delivery options

Better Delivery Options: consumers’ lifestyles differ

Time / Wealth / Segment Value

Wealth

Tim

e

Happy Families

Symbols of Success

Suburban Comfort

Urban Intelligence

RuralIsolation

Low

Low

High

High

Grey Perspectives

Blue CollarEnterprise

TwilightSubsistence

Ties ofCommunity

WelfareBorderline Municipal

Dependency

Consumer classifications

Delivery options: consumers have different needs

Time / Wealth / Segment Value

Wealth

Tim

e

Happy Families

Symbols of Success

Suburban Comfort

Urban Intelligence

RuralIsolation

Low

Low

High

High

Grey Perspectives

Blue CollarEnterprise

TwilightSubsistence

Ties ofCommunity

WelfareBorderline Municipal

Dependency

Collection Point

Premium Services

(Named Day, Time slots, Evening,

Saturday)

Next Day Delivery2-3 Day Service

Consumer classifications

Most Retailers are widening their delivery options

75% customers thought a

Nominated day was more

important than a same day

77% said they would use a text

message on day of delivery

78% of customers would use a

Doorstep return service

10% customers would pay £20 for same day delivery!

If using the nominated day delivery service,

respondents would be almost twice as likely

to selected an evening delivery slot .

72% of customers wanted an

evening or pre 9 am service

Leading Retailers offer choice

MetaPack automatically allocates to the most suitable carrier

Services

Constraints

Capacity

Preference

Cost

• Before 9:30, 12:30 etc• Next day• Evening•2-man, installation, swap-out

•Weight and/or dimensions•Geography•Hazardous, fragile, secure

• Finite capacity management by trailer, or area (DMS only)•Cut off time

• Charge by weight, area, dims,# parcels, etc.

• Retailer preferences based on quality, contracts, etc. (DMS only)

Costengine

Carriermatrix

All labels can be printed from one Pack Bench

Multi Carrier Advantages

Contingency: immediately replace a carrier that might have service issues

Provide appropriate range of services from economy to specialist premium

Quickly introduce innovative services

Ensure best in class carriers is used against each different service

Exploit carrier strengths in particular areas (size, weight, service, geography)

Identify best value carrier according to requirements of each consignment

Optimise use of own fleet vs third party carriers: DIY

Manage capacity allocation to own fleet

Compare costs between third party carrier and own fleet

Choose most cost effective

Print own fleet labels alongside third party carriers

Receive own fleet status updates

Combine with third party carrier statuses for one view

Integrated customer care: Department store

A single way of describing status updates for all carriers

Comparable statuses for all carriers

One point of integration to customer care systems

Or one web browser for all carriers

Accessible from all parts of the business: web front end; self service; customer care;

store, carrier assist team

Proactive customer management: Fashion retailer

Retailer led communication (email and SMS):

Messaging from retailer and not from carriers

Branded for the retailer and not the carrier

Consistent messaging and formatting across all carriers

Ability to chose messaging triggers

Include communication where a problem occurs

Ability to intervene using SMS

Ability to configure

Integrated returns: Electrical

Call-up original order when customer makes returns enquiry

Identify available collection options and allocate to carrier

Integrated to all collection carriers for ASN etc

Automatic label generation with carrier or customer

Email and SMS to customer and receiving depot

Automatic processes for closing transaction

Available APIs for integration to back-office systems

International expansion: Department store

Range of carriers for range of delivery options

Automatic management of international documentation

Distinguish between EU and non-EU

Manage different product and consignment values

Distinguish between different carrier requirements

Available through single interface, single printer etc

Automatic allocation and label print

Email customer care

Single point of tracking and customer care

Supplier Direct

Visibility of supplier despatch

Consistent carrier service

Consistent customer service

All statuses viewed in stores; customer care and carrier management

Contract price

Enforce carrier preference on supplier

One system...not many

Supplier WMS

Delivery options

Carrier Management

Multi carrier System

Retailer WFE etc

Pro-active customer management

Integrated customer

careOrder to Label

Order

Retailer WMS

Returns

What the customer wants: MetaPack perspective

Customers............

don’t wanta one-stop-shop

They want carriers who are best-in-class

contact

Large Accounts: Steve Vass email:steve.vass@metapack.com

Partners and SME: Steve McEvoy email:steve.mcevoy@metapack.com

Delivery Direct

www.metapack.com