This parcel peak will be like no other. It will be "make or break" for many posts and carriers alike. Last mile capacity will be a key issue.

This parcel peak will be like no other. It will be “make or break” for many posts and carriers alike. Last mile capacity will be a key issue – so here are some tips on what your peak plan should include to help keep your last mile business afloat, including:

  • Strict FIFO (First In First Out) policy for any parcels left in depot or undelivered and returned to depot
  • Enough people resources, especially to cover PUD (Pick Up & Delivery) operations, and customer service during peak
  • CAP agreements with key accounts on how many parcels (max) they can give and what happens if they seek to break this limit
  • Crisis management plan with clear persons responsible for each type of issue and clear escalation rules

Some other considerations:

  • Plans to protect key account customer service such as temporary staff or, more realistic here, third party call centre support for the most simple calls and automated track and Trace (where IDM, interactive delivery management is not available)
  • Peak staff/subcontractor retention schemes, motivation (to deliver more parcels) and support programme
  • A good communications plan to help get customer co-operation & understanding (expectation that things may take a bit longer and asking for patience before calling etc)
  • Seasonal surcharges plan (especially for the most onerous customers/parcel types)
  • OOH out of home delivery plan/options and process for B2C when you are unable to effectively serve “to door” such as temporary or “pop up” PUDOs and request for current PUDOs to take more parcels
  • “out of the box”, sharing economy type partnerships with third parties who don’t experience the same peak and can help with capacity to help improve peak coverage

Click here to read Marek’s original article on preparing for peak season 2020.

Analysis from Marek Różycki (Last Mile Experts) and Ian Kerr (Postal Hub Podcast).

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Ian, Marek

Marek Różycki and Ian Kerr are the Last Mile Prophets - the delivery world's most dynamic and informative experts.

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