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Follow on Google News | DPD and Blackbay First to Deliver Revenue Increasing Opportunities for e-Retailers at the DoorstepDPD Ireland, using Blackbay's enteprise mobility software, will be the first parcel delivery provider to enable its drivers to carry out real-time customised questionnaires with consumers at the doorstep.
By: Blackbay "The appetite for access to real-time data is growing in both the B2B and the B2C markets. The B2B sector remains very important to us, but the weakening economy has shifted consumer buying habits. So we have worked with Blackbay to develop new B2C solutions to meet a demand from our customers for services which provide business benefits at the doorstep, and the demand for more flexible delivery options from consumers," explained Brendan O’Neill, DPD Ireland's CEO. Using Blackbay's new Survey Module, DPD will be the first parcel delivery provider to enable its drivers to carry out real-time customised questionnaires with consumers at the doorstep. "The real-time data captured as consumers take delivery of their goods, will help e-retailers improve their customer service by checking whether drivers have complied with specific delivery instructions, such as delivering goods to a designated 'safe place' or that all the components of the goods ordered have been delivered," added O'Neill. "Any discrepancies are passed back to the e-retailer who is then able to deal with them immediately." The ability to check delivery compliance plays a key role in helping DPD overcome the biggest challenge to both the carrier and e-retailer – the last mile. The transfer of data between the e-retailer and the carrier ensures that individual drivers have full visibility of consumers' intentions regarding delivery when placing their orders. "Complying with consumers' delivery requirements at all levels helps us meet our key objective of delivering first time, right time, every time," said O'Neill. "Blackbay's solution has enabled DPD to achieve a 98.6% delivery success rate, which is considerably higher than the industry average. Our aim is to improve this." The Survey module will help e-retailers increase revenue through up-sell and cross-selling opportunities. The Survey module is triggered by the delivery scan and a questionnaire will then prompt the driver to ask the consumer questions relating to additional services or product offerings for the product delivered. If the consumer is interested then the data collected by the driver is automatically sent to the e-retailer and a 'warm lead' call can be made almost immediately. "One of our customers estimates that a 60% conversion rate is possible for warm lead opportunities which are identified during a doorstep delivery and followed up within an hour," continued O'Neill. "This statistic perfectly highlights the power of Blackbay's Survey module and the benefits it can deliver to our customers." DPD has been deploying Blackbay's enterprise mobility solution for the last three years and has recently extended its contract for another five until 2016. Blackbay's solution has already allowed DPD to increase market share by increasing volume by 19% since 2009, despite the fragile state of the Irish economy. "We have been able to make operational and driver efficiencies which in turn has enabled DPD to make our own business more cost efficient," said O'Neill. "We continue to offer very price competitive services which have filtered back down to our customers, benefitting the entire supply chain.” Blackbay's latest software release will enable DPD to build on the concrete business benefits already delivered by further streamlining its business processes, and allowing DPD to provide the highest level of customer service by positioning themselves as an extension to their customers’ business at the doorstep. "We made the decision to renew our contract with Blackbay as the foundations of the initial deployment were extremely strong. Blackbay's team has extensive knowledge and expertise in the parcel delivery marketplace and always brings positive ideas to the table. Its technology has become fundamentally essential to how we deliver quality of service to our customers and importantly, to their customers," stated O'Neill. "The strong partnership between Blackbay and DPD is a great illustration of how companies can, and should, work together to achieve a successful enterprise mobility deployment that is versatile enough to exactly meet, not only the customer's needs but the demands of its customers," added Nigel Doust, Blackbay's CEO. Looking to the future, DPD will be working with Blackbay to aggressively expand its B2B and B2C products and service offerings. There will be a particular focus on enhancing the service around the handling of returns as DPD sees a gap in this sector of the marketplace. "We will work to provide services that deliver more relevant and time sensitive information to customers and consumers. The access to real-time data is the linchpin that holds first time, right time, every time deliveries together," concluded O'Neill. About DPD Ireland Interlink Ireland Ltd was founded in 1986 with 10 depots. Following substantial growth, it is now the premier parcel delivery company in Ireland, with 38 depots handling in excess of 6 million parcels per year. In 2000, Interlink Ireland became part of GeoPost S.A. the parcels and express division of La Poste, the French Post Office. In February 2008, Interlink Ireland changed its name to DPD. Its parent company, La Poste, united its express parcel companies under one single brand - DPD - to provide its customers with one united delivery partner throughout Europe and beyond. For more information visit www.dpd.ie About Blackbay Blackbay delivers real-time enterprise mobility solutions enabling service and productivity improvements to postal, field service and supply chain operations. The company has significant experience in the enterprise mobility market delivering mobile data solutions for over 16 years to a growing list of premium clients. Its core activity is mobile software application development, offering organisations significant return on investment based upon reduced costs, increased sales and improved productivity and service levels. Blackbay, who received funding from Albion Ventures (http://www.albion- For more information visit: http://www.blackbay.com/ Or follow Blackbay on Twitter: http://twitter.com/#!/ For more information contact: Sarah Chidgey Essential Communications sarah@essential- Tel: +44 (0) 1635 43967 End
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