Six signs your business is ready to move on from couriers

Delivery drivers sacked by SMS
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There is a perception couriers are cheap, and this is probably true for businesses which have few delivery requirements.

But for small businesses with more frequent parcel deliveries, or with difficult-to-handle parcels, couriers may be an expensive option.

There is another factor – customers are now expecting more: A survey by IT firm Localz found 94 per cent of customers would choose a different shop or brand based on different delivery options.

JDA/Centiro’s Customer Pulse 2017 Report, conducted by YouGov and co-sponsored by Honeywell, found 70 per cent of Australian online shoppers would likely switch if they had a poor outcome with ordering an item online – most problems revolved around deliveries, with 50 per cent experiencing late delivery in the last 12 months.

There’s a point where small business must make a call between using couriers, or implementing a more professional system – alternatives include flexible arrangements with specialist transport providers which provide branded vehicles, dedicated drivers in your uniform, and back-up drivers in case of absentees.

But how do you know when it’s time to move on from couriers? Here are some key signs:

  1. Warehouse and dispatch area chaos

More couriers mean more chaos in the warehouse and dispatch area – couriers coming and going at random will interrupt any systemised approach for picking orders in the warehouse. Organising couriers becomes a weak link in the process, causing delivery times to stretch out. Businesses with a dedicated transport solution perform more consistently in their delivery times.

  1. You’re resorting to doing your own deliveries

Small-business owners desperate to get a last-minute delivery out there will often resort to doing the delivery themselves because it’s quicker than arranging a courier – but business owners have better things to do, and if this occurs it’s time to consider a more responsive solution.

  1. Courier costs are mounting

Couriers might be cheap when used occasionally. But on a cost-per-delivery basis couriers are more expensive than many dedicated solutions. If the costs are climbing with couriers, it’s time to consider some other options – you may be surprised to learn some dedicated solutions can be cheaper.

  1. More returns and complaints

Damaged goods or misplaced deliveries must be avoided at all costs. More complaints along these lines is a sure sign it’s time to consider other options.

  1. More customers calling up about the delivery

Customers have no idea where the delivery is at, so they call you. This is because most couriers don’t use a telematics system to track deliveries. If customer service is important to your business it’s probably time to consider more professional alternatives.

  1. Unusual or fragile parcels

If you are transporting expensive, rare or bespoke items, then what are the risks of them being damaged in transit? While a courier may seem cheap at first, if goods are damaged it could be an expensive mistake, not to mention your reputation with customers could take a hit. Couriers are generallyt not set up to deliver anything requiring special treatment including large, unusual or fragile parcels.

Walter Scremin, General Manager, Ontime Group