New text and email alert to streamline home delivery by Natasha Wilson 20 June 2010

Skillweb is set to streamline the home delivery process with the launch of a text and email alert tool that can automatically update the consumer on the progress of a parcel including when a consignment is 30 minutes away. This innovative notification system offers post and parcels operators a means of better communicating with consumers to enhance service levels and maximise the number of first time deliveries. In recent trials text messaging has achieved over 50 per cent reduction in missed deliveries and significant improvements in customer satisfaction.

Notify-it is a new module within Skillweb’s Houndit mobile computing solution that allows the automated sending of customised texts or emails to keep the consumer up to date with the progress of a delivery or collection. It uses a route scheduling system combined with real-time feedback of job progress to calculate a courier’s estimated delivery time.

A message can be triggered at any stage of the parcel handling process to notify the consumer of a wide range of information including receipt by the carrier; the predicted delivery time; confirmation that a delivery has been left in a safe place; or that a courier is experiencing difficulties finding an address.

Each message can be configured to include a hyper link, which the consumer can use to view details about their delivery and communicate changes back to the carrier such as updated special instructions, notification they will not be in or confirmation of an alternate delivery date. This not only gives the consumer the opportunity to advise of potential issues, but also allows the carrier to improve operational efficiency by providing valuable delivery updates to the courier in real-time using GPRS technology.

Notify-it can also help to overcome the challenge traditional SMS texting systems have when sending text alerts after a card or notice has been left at an address. Often there is a delay of more than 30 minutes from when a courier reports a failed delivery via a mobile device, meaning that the consumer doesn’t have time to react to a message before the courier is a significant distance away. With Notify-it text messages can be sent within seconds of a card being left, which significantly increasing the likelihood the consignee will receive the message in time to catch the courier in the local vicinity.  

Paul Ridden, Managing Director of Skillweb commented: “Recent research found that 74 per cent of shoppers agreed that they would like to be kept informed regarding the status of their delivery, up 30 per cent from the previous year. Our approach uses an innovative and flexible

mobile solution to enhance the consumer experience by providing important delivery data exactly when it is needed.

“With Notify-it the consumer is no longer ‘held hostage’ in their own home, afraid to take a shower or pop out for a pint of milk in case they miss a planned delivery. What is more, those working close by can simply returning home upon receipt of the appropriate alert to receive a delivery without losing an entire day’s work.”

Notify-it is available either as an integrated part of the Houndit suite or as a standalone piece for integration in to an alternative tracking system.