ASOS comes up with a customer first
Leading online fashion retailer ASOS, which has just picked up two Internet Retailing awards is aiming to transform the home delivery experience by becoming the first retailer to enable customers to track their home delivery in real-time, thanks to a new live-mapping service and provide customers with a 15 minute delivery slot window.
The new service, called Follow My Parcel, will allow customers to effectively watch their delivery driver on his round as he makes his way to their property and will countdown the time to their delivery to give an accurate 15 minute delivery window.
Provided in partnership with DPD, the Follow My Parcel service will send ASOS customers a text or email message on the day of delivery to inform them of their initial one-hour delivery timeslot. Customers will then be invited to live-track their delivery in real-time using the very latest GPS software and online mapping technology via web and mobile-friendly interfaces.
The customer will then be able to watch the progress of their delivery driver on his round and see a real-time countdown to their own delivery to give them an accurate 15 minute delivery slot, so that they know exactly when to expect their parcel.
ASOS customers can, at any stage on the day of delivery, request the parcel is delivered to a neighbour or rescheduled for a different day by simply using their smartphone.
Dwain McDonald, DPD's CEO said; "This is a first in the delivery market. Our one-hour timeslot service Predict remains a market leader but Follow My Parcel is a significant step forward again and it shows the level of commitment we are making to reinvent the delivery phase of online retailing. A really good home delivery experience can add to the retailer's own reputation and drive more traffic back to their website. There is also an important environmental benefit here in terms of reduced mileage from wasted journeys when unsuccessful deliveries are returned to the depot and customers have to collect them.
"DPD is already the fastest growing home delivery company in the UK and we are continuing to invest heavily in our technology, our people and our delivery infrastructure to ensure that we meet the demands of the online retail sector and provide a truly innovative service that outstrips anything else on the market."
Nick Robertson, CEO for ASOS commented; "We're very excited about Follow My Parcel. It is a great innovation and one with real benefits for ASOS customers. Knowing exactly when a parcel is being delivered helps our customers plan their day; to be at home when they need to be for a delivery, or to let them get on with what they need to do by opting to reschedule or choosing the deliver to neighbour option."
"Openness and transparency are an important part of our proposition and ASOS customers will now be able to see exactly where their parcel is at any time. They will know their driver's name, where he or she is on route and exactly how long it will take to get to their delivery.
"We have developed an excellent working relationship with DPD and both parties are dedicated to constantly improving the delivery experience for our customers. A good delivery experience is a key part of keeping our customers happy and encouraging repeat purchases as well as helping to build brand warmth. We want to continue to exceed customer expectations and this is an example of ASOS yet again redefining the online retail experience."