Parcel recipient delivery self-service portal
The receiver selects the proposed change in delivery and receives a response as to whether it has been accepted. Confirmed time, location or instruction is forwarded to the team delivering the shipment.
A recipient requests a different delivery time or location but receives no clear confirmation that the operations team has accepted it. The recipient expects the revised delivery while the courier follows the original instructions.
How the solution works
- The recipient receives a state relevant to the particular shipment and allows options.
- The choice is passed to verify the responsible execution or capacity process.
- The received confirmation, alternative or reason for refusal shall be made clear to the recipient.
- A valid change achieves the courier task and the subsequent communication of the shipment.
Key challenges
- Recipient availability is managed too late
Solution capabilities
Allowed Choices
The options shown correspond to the service of the shipment, the terms of the sender and the current opportunity provided by the operations.
Difference Between Request and Approval
The recipient sees if the change is just made, yet it is assessed whether enforcement has already been accepted.
Transmission of instructions
The supplemented address, entrance, or other permitted information is linked to the shipment and its valid task.
Limits of Amendment
The time limit is based on the actual state of execution; a reasoned follow-up is provided for an unaccepted request.
Relevant Communication
A new response replaces the previous promise only after approval has been received, and the missing pass remains visible.
Business context
- Recipient availability is managed too late
- A recipient requests a different delivery time or location but receives no clear confirmation that the operations team has accepted it. The recipient expects the revised delivery while the courier follows the original instructions.
- The recipient can match the presentation with their own capabilities
- It is important for the recipient of the shipment whether a new time or place to actually accept. The approved choice is passed on for execution, so the self-service does not create a separate agreement from the courier task. This helps to avoid an unsuccessful attempt and maintain a positive buying experience for the sender's customer.
Core features
- Allowed Choices
- Difference Between Request and Approval
- Transmission of instructions
- Limits of Amendment
- Relevant Communication
Key integrations
- Delivery Management System
- Relevant task, permissive change and its acceptance response.
- Post Office and Pick-up Network
- Validation of appropriate alternatives and specific acceptance.
- Consignment Order Source
- Limits set by the sender for service and receiver replacement.
- Message and Service Channels
- The response to the shipment and the employee's decision on an automatically unenforceable replacement.
Potential impact (%)
The ranges indicate an illustrative relative change in the metric under the stated assumptions. Results depend on the starting position and actual use of the solution. Percentages for different metrics must not be added together.
Coordination work for the change of recipient
12–36%Decreasing
This illustrative scenario assumes that 30-60% of manual data entry and handover work can be addressed. That share is assumed to fall by 40-60%. Company data is needed to verify both the addressable workload and the resulting change.
The employee's time and repeated contacts for one comparable change are measured.
Deliveries under non-relevant instructions
12–42%Decreasing
This illustrative scenario assumes that 30-60% of errors can be addressed through the data and rule checks described. That share is assumed to fall by 40-70%. Company data is needed to verify both the addressable share and the resulting change.
Counting tests where the already approved instruction did not reach the courier in time.
Parts of the recipients of the shipment that have changed the delivery hard
8–23%Decreasing
The sample scenario affects 25-45% of customer-specified difficulties with the described service process. This proportion is assumed to be reduced by 30-50%. The company data checks both the volume and the change achieved.
Simplicity of action from 1 (very difficult) to 5 (very easy) is evaluated. Indicator - part of respondents who chose 1 or 2 points. After the change, simplicity of choice is assessed and whether the shipment has been delivered according to the accepted agreement.
Conditional calculation scenarios. The assumptions have not been validated against client measurements.
When this solution is relevant
- The recipient thinks they have changed the delivery, although the courier task has a previous address or time left.
- Several calls are required to resolve the request, as the first contact does not collect the necessary information.
Implementation requirements
The recipient's self-service defines permitted changes to the delivery and their acceptance deadlines. The execution system must confirm the ability to change location or time, and the current tracking page is assessed as a channel to submit these actions.
Further development options
- Additions to the recipient's instructions allowed by the sender
- Use of the communication channel selected by the recipient for the change of shipment