It’s no secret that online customers love fast deliveries. However, they’re also looking for maximum convenience, including being able to choose exactly when and where their goods are delivered. Welcome to the world of On Demand Delivery. Let's explore how this service works, and how does offering it translate directly to increased sales for your business:
What is On-Demand Delivery?
Customer expectations in e-commerce are constantly evolving, with a DHL survey revealing that both B2B and B2C respondents highly value time-specific deliveries (44%) and multiple delivery options (B2C: 41%, B2B: 36%)1. This highlights the growing demand for flexibility and control in the delivery process.
On Demand Delivery allows an e-commerce customer to choose exactly when and where their order is delivered, allowing them to tailor their delivery preferences according to their specific needs. For example, they may choose to have their package left with a neighbor if they know they aren’t going to be in.
It’s a fully flexible service that puts customer convenience at its center, and is driven by modern technology like automation and data analytics, meaning it can evolve to keep up with increasing customer demands. Beyond that, DHL’s On Demand Delivery service also keeps receivers informed of shipment progress, allowing them to reschedule, reroute or release delivery, or conveniently collect them from a DHL Service Point.
What does the process of On-Demand Delivery look like?
Typically, an e-commerce customer will make an order online and select all their delivery preferences. This is then picked up by the retailer’s courier partner to fulfil.
Customers using DHL’s On Demand Delivery can specify their preferred delivery location, selecting from options such as delivery to a parcel locker, neighbor or alternate address. They can also provide specific instructions, like leaving the package in a safe place or with a concierge or guard. This ensures maximum flexibility and convenience.
Additionally, they can opt to receive notifications through various channels, including email, SMS, push notifications via the DHL Express Mobile app and even WhatsApp, ensuring they stay informed every step of the way. They can also tailor the type of notifications they receive, choosing from options like delivery exceptions, shipment pickup and out for delivery alerts.
Benefits of On-Demand Delivery for businesses
Creates a competitive service
Your competitors are always just a click away from your customers, but your delivery offerings can give you an edge. In fact, three in five consumers prefer to buy from retailers that offer a range of delivery options to suit their needs2. They want speed, convenience, flexibility and transparency — all of which On Demand Delivery covers, giving you a competitive advantage in customer satisfaction and loyalty.
Enhances customer trust
With On Demand Delivery, customers can receive push notifications about their shipment’s status. By offering a delivery experience that prioritizes customer control and real-time updates, you demonstrate a commitment to customer satisfaction, further solidifying their confidence in your business.
Reduces failed deliveries
Did you know that 8% of last-mile deliveries have a first-time failure rate3? This can become extremely expensive for retailers, who then must pay for re-delivery (not to mention storage costs in the meantime.) With On Demand Delivery, customers can choose to have their goods left with a neighbor or delivered to a parcel locker, which will help you reduce your failed delivery rate.
Furthermore, delivering more goods on their first attempt means you will reduce the carbon emissions associated with your last-mile logistics — which is great news for your sustainability rating!
Leverages automation
Much of DHL’s On Demand Delivery service is automated, which makes it highly flexible. As an example, automated notifications are sent to customers through their preferred channels (email, SMS, app push, WhatsApp) regarding shipment status and delivery options, without manual intervention. This allows customers to quickly and easily manage their deliveries in real-time.
Enables wider audience reach
DHL Express’ On Demand Delivery service is available for international shipments. This means SMEs shipping to cross-border markets can offer their customers maximum flexibility, which in turn reduces the failed delivery rate, increasing customer satisfaction, and saving the business money and stress.
Offers better tracking
With On Demand Delivery, businesses can track their shipments 24/7 and in real-time. This level of precise tracking not only enhances transparency, but also allows businesses to proactively manage potential delivery issues, leading to improved customer satisfaction and reduced shipment status inquiries.
Data analytics
On Demand Delivery collates valuable consumer data which businesses can use to understand their customers’ behavior better. These insights help them to predict demand patterns and ensure their inventory levels and fulfilment processes are prepared.
Cost savings
With much of On Demand Delivery being automated — including the use of data insights to optimize every logistical step – businesses will save money. For example, by being able to forecast demand surges, inventory levels will be more accurately managed, leading to lower warehouse storage costs.
Benefits of On-Demand Delivery for customers
Convenience, convenience, convenience
E-commerce customers can’t always be at home to receive their deliveries, and with On Demand Delivery, they don’t have to. They are given control of where and when their orders arrive, which means a stress-free, seamless experience for them.
This includes the ability to authorize delivery without a signature by selecting "Leave in Safe Place," or choosing to have the shipment delivered to a neighbor, concierge or guard. For extended absences, they can even utilize the "Vacation Hold" option to postpone delivery for up to 30 days.
Full tracking
Customers love to track their deliveries — it gives them peace of mind and builds up the excitement for its arrival. With On Demand Delivery, they can receive status notifications from the moment their shipment leaves the warehouse — including an estimated time of delivery, and updates if the driver has been delayed.
These notifications can be delivered through various channels, including email, SMS, push notifications via the DHL Express Mobile app and WhatsApp, ensuring customers are constantly updated on their shipment's progress.
Easy to manage
With the integration of mobile app technology, On Demand Delivery customers can manage and track their shipments in real-time with the push of a button — it doesn’t get easier than that!
Customers also have the flexibility to customize their notification preferences, choosing which types of updates they receive such as delivery exceptions, shipment pickups or delivery confirmations.
Unlock seamless delivery - get started with On Demand Delivery shipping today!
With DHL Express’ On Demand Delivery services, you can offer your customers full delivery flexibility and convenience, including:
DHL Express service point collection: Your customer can collect their parcel(s) at any DHL Express Service point located in the receiving country.
Signature release: The goods can be delivered without the need for the customer’s signature.
Schedule a new delivery date: Your customer can change their delivery date and time up to seven days from the original.
Leave package with a neighbor: Your customer can nominate a trusted neighbor to receive the delivery in the event they are not at home.
Deliver to another address: Your customer can request to change the delivery address at a later point.
30 day vacation hold: Customers on vacation can ask the courier to hold their delivery for 30 days, and put in a request for a new date and time.
Regardless of which service or pricing option your customer chooses, they will also receive notifications of their shipment’s status via email or text message. All of which means the best experience with your business — crucial if you want them to return.
Ready to integrate On Demand Delivery into your business? Click the button below and apply for a DHL Express business account today!
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