A digital platform that grew from an idea to a successful company with 350 employees in just 3 years. Delivery service 'Red je Pakketje' shows it's possible. How? By putting the consumer first and by proactively communicating.
We spoke to CCO and Product Owner Renno Welberg about the success of this young tech platform.
Red je Pakketje originated from a problem that founder Sam Rohn experienced when he still had a webshop of his own. Renno: "With a market of 86 countries, it is safe to say that his powder meals were successful. In order to get his orders delivered on time, he worked together with many international parcel delivery companies. With many complaints about the delivery of those orders as a result. That the customer was at home, but didn't open. Or not being able to change your address when you know you're not at home. Or how about having to wait at home for hours because you don't know what time the delivery person will arrive? That could be done better, Sam thought." And that's how the concept for Red je Pakketje was born.
"The idea was that if you know you're not home when your package is delivered, you can transfer the package to Red je Pakketje. This way, your parcel with evening delivery in Amsterdam could still be 'saved'. That's where our company name comes from", Renno explains. "This model was made scalable. The bike has been exchanged for our own buses with our own deliverymen, and the coverage has been increased."
Meanwhile Red je Pakketje delivers with its 'Same Day Delivery' daily to about 100 webshops in the Netherlands, with national coverage. "We're actually growing faster than we can handle, and every week we hire about 20 new drivers to meet the demand. But what makes the service of Red je Pakketje so unique?
In many industries, the customer is key. This was not yet the case with parcel delivery, Renno explains. "Our customers are the webshops, but in terms of service we focus on the consumer. We see that if we make the consumer very happy, the webshop will also become very happy." They do this with Same Day Delivery, with extra attention for the consumer.
Every day around 5.30 p.m. about 130 minibuses leave on their way to consumers. They drive around until 10 p.m. to deliver orders placed that day. Consumers receive an email in advance with a time frame of only 30 minutes within when the driver will come by. If the driver is almost there, the consumer will receive another notification via SMS.
"This way Red je Pakketje reduces the chance that drivers have to take the package with them again," explains Renno. In addition, delivery personnel are given time to deliver their parcels. No hasty ringing of the doorbell and immediately leaving because the clock is ticking. Our delivery staff has time to call the consumer if they don't open the door. This means that we can actually deliver at least 98% of the registered parcels every day." Good service for the consumer, but what is the advantage for the webshop?
Renno: "Bol.com has already shown that the faster you deliver products, the higher your conversion and retention will be. So it's no wonder that Bol.com is one of the customers of Red je Pakketje for Same Day Delivery. More and more companies are realising what a damaged or missing parcel will cost them. With that information, they are now increasingly opting for Red je Pakketje." But perhaps even more important is the service of Red je Pakketje. Because they put the consumer first in the whole process, they improve the customer experience. And that positive delivery experience is reflected in the webshop.
"Clear and active communication plays an important role in customer satisfaction. With real-time Track and Trace, it's possible to keep track of where the package is. A time frame of only 30 minutes and an SMS message 5 minutes before the driver arrives at the location is unique. Fully automatic. That's good for us because we can deliver more parcels faster. But also for the consumer who likes to change clothes in time to appear at the front door. In addition, we train our drivers ourselves, so that we can guarantee our quality standard. We deliver each package to the front door with a smile. Without exception. And our customer service must always be available. In addition, we also proactively approach consumers and push them to contact us if there are any questions. The experience of the consumer comes first for us."
Renno: "During the delivery process, the parcel is scanned at several moments, so that it can always be determined where the parcel is. Because of the many scanning moments, we have a lot of data and we know exactly where the packages are. That's where we make a difference. But our warehouses, offices or office staff's cars don't have to be very fancy. It's all about a tight, dynamic service. We make this possible with smart IT applications. In that area, we certainly have an advantage over the big boys. We're actually a technology company that also delivers packages."
"Of course, there is nothing more important than our great team that's realising this," adds Renno. Everyone is employed by us. Our closed network is a big advantage: together we grow and share the pride for our company."
Red je Pakketje now sees a growth of at least 100% per year. To continue to grow, Red je Pakketje must continue to respond to the needs of the consumer. This is what Red je Pakketje has in mind. Renno: "It's all about the fact that the consumer has a good experience. So we want to learn from the consumer, and listen to the consumer. This means answering the phone and look at our trustpilot scores to improve our service. If you always send the consumer back to the webshop, you don't learn anything from it.
We want the communication with the consumer to be so good that the experience of receiving a package really adds something to the purchase. That was also the reason for us to start working with CM.com. How we connect in terms of the way of thinking makes this more of a cooperation than a client-supplier relationship. With CM.com we have direct and very easy access to the latest solutions for our customers. It's nice that this company started with young entrepreneurs and that the fast working method is still there.
We see that mobile is going to be big, so we are focusing our processes on that. That means expanding our collaboration with CM.com. Not only for SMS, but we are also busy with pilots for WhatsApp for customer service, and iDIN for age verification at the door. Our philosophy is to really deliver the package where and when the customer wants. This is where we will be going more and more towards the future. That's why we focus solely on what we're good at, and stick to it."
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