What do I need to do to prepare my delivery capabilities in time for Christmas?
First and foremost, it’s important to plan for the unexpected. With online orders growing exponentially during this period, forecasting volumes is impossible, says Patrick Gallagher, chief executive of delivery company CitySprint.
The most important thing to do at this stage is to plan.
He adds: “Ensure clear communication. It is rather unfortunate that the busiest shopping period of the year falls at a time when the weather can be unpredictable.”
He points to the inclement weather during 2010 when snow prevented many deliveries from getting to shoppers.
Gallagher says: “The number one complaint from consumers during this period in 2010 was not that their parcel had not been delivered, it was the lack of clear communication advising them of the status of their delivery.
“It is therefore imperative that you fully understand how your distribution partners are going to support you with relevant information for this purpose.”
Retailers should consider if they need more distribution partners to spread risk and offer a full suite of delivery options. “Flexible delivery could improve first-time delivery rates and provide convenience for your shoppers,” he says.
Stores could also act as mini distribution centres to help get goods out quickly, but Gallagher adds: “Make sure you have tried and tested new processes well in advance of the Christmas rush to iron out any possible problems.”
Finally, he advises, make sure you talk to delivery providers at an early stage to get plans in place.
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