A catalyst for innovation: The Deliver event and the future of last-mile delivery
The recent Deliver event was a hub for retail and supply chain leaders to explore the fast-changing world of last-mile delivery.
This event brought together all kinds of people—from big retailers and startups to top logistics providers and tech companies. One hot topic was how parcel lockers are changing in the omnichannel retail world.
A flawed model: The problems with traditional courier-owned lockers
For many retailers, parcel lockers are tied to courier services. This setup means relying on couriers for the delivery infrastructure, management, and customer experience. While it might seem convenient at first, it actually limits retailers, especially those who want to control and optimise their customer experience.
First, courier-owned lockers lack flexibility. They can’t be customised to fit a retailer’s brand or customer service needs. This restricts retailers in branding, service offerings, and system integration. They can’t personalise the locker experience or tailor it to their customers, which can hurt sales.
Second, relying on couriers for locker management means retailers can’t prioritise their own logistics needs. They have little control over Click & Collect fulfilment within the locker network. Plus, limited data on locker usage makes it hard to optimise operations and find new revenue opportunities.
Let’s frame lockers differently: Lockers 2.0 is a shift in control
Let’s challenge this traditional model. At Deliver, we talked about how retailers can take ownership of the lockers instead and build the entire experience, not just couriers. This shift lets retailers turn lockers into strategic service hubs that boost their brand and improve customer convenience.
Lockers 2.0 represents a new era where retailers are in charge. This approach offers several benefits:
Brand ownership and control: Retailers can use Lockers 2.0 to create a consistent, branded touchpoint. They can control everything from locker design and user interface to pick-up notifications and marketing opportunities, ensuring a seamless brand experience.
Prioritised Click & Collect and In-Store logistics: Lockers 2.0 lets retailers streamline in-store operations by prioritising Click & Collect within their own network. This improves efficiency and drives valuable in-store traffic.
Data-driven insights and optimization: By owning the locker ecosystem, retailers get valuable data on locker usage and pick-up behaviour. This data can be used to optimise locker locations, tailor services, and personalise the customer experience, boosting satisfaction and loyalty.
Capacity and profit optimisation: Instead of installing several different lockers with different service models in retail stores, retailers could launch one big locker and capacity of connected services can dynamically overlap. Holistic profit optimisation becomes possible with the right neutral technology. The user interface could be split into separate environments with adapted user flows for individual couriers.
Unveiling the Power of Lockers 2.0: A Boon for retailers
Lockers 2.0 isn’t just about shifting control from couriers to retailers. It unlocks a host of benefits, empowering retailers to redefine customer experience and find new revenue streams:
Enhanced customer convenience and flexibility: Retailers can offer 24/7 self-service options, meeting busy lifestyles and exceeding customer expectations. Contactless returns through lockers also streamline the return process.
Unlocking revenue streams: Lockers 2.0 can be more than just delivery points. Retailers can charge for locker pick-ups or offer premium services like expedited pick-up options. They can also integrate targeted sales within the lockers, opening up new revenue opportunities.
Driving in-store traffic: Lockers 2.0 bridge online and in-store experiences. Customers picking up from lockers can be exposed to additional products and promotions, potentially boosting in-store sales.
Sparking innovation and collaboration: A catalyst for the future
Lockers 2.0 goes beyond immediate benefits. This approach drives innovation and collaboration in retail:
Embrace emerging technologies: Lockers 2.0 software integrates with cutting-edge technologies management and makes endless innovation an opportunity, keeping retailers ahead of the curve.
Foster collaboration: With Lockers 2.0, retailers can connect with a wide range of partners, including other retailers, delivery providers, and even C2C marketplaces. This fosters collaboration and opens up new service offerings and revenue streams.
The possibilities with Lockers 2.0 are endless. We’re excited about the future and the opportunities it brings for retailers to redefine the customer experience.
What’s next?
We designed our software license to make Lockers 2.0 possible. Want to know how it can transform your retail operations? Reach out to us to discover more about how Lockers 2.0 can help you stay ahead in the ever-evolving retail landscape!
