Spring 2009

Text messaging is being introduced by Home Delivery Network to alert consumers to delivery timings and allow them to reschedule their delivery to a different day.

The messaging will include an estimated time of delivery. Chris Airey, HDNL's IT director, says this capability is believed to be unique in the home delivery market.

The launch coincides with the introduction by HDNL of a timed delivery service. Consumers will initially be able to select from AM and PM deliveries, and will also be able to ask for the delivery to fall between morning and afternoon school runs (from 9.30 am to 2.30 pm).

The prime target of the texting service will be retailers who require proof of delivery on their consignments. It is seen as a way of reducing failed deliveries and calls to contact centres, and will therefore be made available to retailers on favourable terms (Chris Airey describes the arrangement as 'negotiable').

 

It will also be available for non-POD deliveries. In this case it is seen as more of a customer satisfaction benefit, so a firmer pricing regime will be applied. HDNL is not quoting the actual rate, but points out that there will usually be a maximum of three messages per customer – which suggests a possible total price of around 12p per consignment.

Consumers will be sent the initial text message on the day the parcel enters the HDNL sortation system, indicating the likely delivery day and giving them the chance to request a different day and time. They can reply by SMS (paying the price of a standard text) or through the HDNL web site (free of charge). The text response simply requires a digit to be selected to indicate the required delivery option.

A further text is sent on the day of delivery to remind the recipient to be at home to receive the goods.

The messaging technology has been developed jointly by HDNL's in-house IT team and Inotec, an Oracle partner. It takes advantage of Oracle Fusion middleware, which HDNL has been installing over the past twelve months to promote easier integration with the systems of its retail customers.

The system includes text 'templates' that allow the wording of messages to be configured readily to the needs of individual retailers. The message handling will be done by selected SMS aggregators, and the system has been written to be provider-neutral.

Two medium-sized retailers will initially use the system, and Chris Airey is confident that others will follow. 'It's a fantastic opportunity for them to improve the customer experience, while at the same time reducing costs.'