Offering a customer-focused solution is the key to winning in the parcel delivery market, argues Steve Orenstein, CEO and Founder of Zoom2u.
Zoom2u, which first launched in 2014 as on-demand courier service, is now aiming to take a larger share of the parcel delivery market by offering retailers and ecommerce companies an express delivery options.
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“Traditional courier companies have not yet shifted their business models to cope with the substantial growth in B2C orders driven by ecommerce, and with Amazon’s soon arrival, businesses are signing on Zoom2u to make sure they offer more convenience to their customers,” said Orenstein.
The Zoom2u offers three-hour or same day delivery and its platform allows customers to contact drivers directly, track the estimated arrival time and use a tool to rate and review their driver on their smartphone. It’s all designed to reduce the pain points around missed deliveries and traipsing to the Post Office to pick up parcels.
The other key aspect of the customer experience is maintaining high quality drivers, Orenstein said.
“At the end of the day we are still reliant on the people that are doing those deliveries to provide a good service. On every single delivery that goes through our system there’s a rating that takes place. It’s a simple thumbs up or thumbs down on completion of a delivery so we know instantly whether or not the customer has had a good experience with that delivery or not,” Orenstein said.
To keep its drivers happy (and busy) Zoom2u uses a prediction engine to determine the number of drivers it needs to deliver the volume of parcels processed by its system.
“We could say we have thousands of drivers but what we try to do is manage the supply and demand really well. We don’t want too many drivers on our platform because if the driver is only doing one delivery a day then it doesn’t make sense.”
Since launching in September 2014, Zoom2u has grown its own network of delivery drivers to 400 and delivers on average 30,000 parcels a month across Sydney, Melbourne, Brisbane, Gold Coast, Adelaide, Canberra and Perth, seven days a week. The company is currently growing 15 per cent month on month, which is expected to significantly increase following new deals signed with freight forwarder DHL and ecommerce platform BigCommerce.
Zoom2u drivers are now delivering parcels on behalf of DHL’s customers in the evening, when they are most likely to be home, up until 9pm. And BigCommerce has integrated Zoom2u into its core application, so merchants using its commerce platform can enable Zoom2u as a delivery option in the checkout process.