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– Focus on personalisation, assurance and ‘best in class’ returns –


Hermes UK, the leading consumer delivery company, has announced the next phase of its Digital Futures Strategy. Utilising smart technology, clever use of data, bold innovation and unrivalled industry insight, Digital Futures+ will deliver a range of industry leading services that promote increased personalisation, greater assurance and a ‘best in class’ returns process.


Designed to enable the consumer to take greater control of how they send, receive and return parcels, it is supported by a new app and website. However, in order to ensure that there are no barriers to using Hermes, the company is also introducing ways to access all of its services by phone, for those without access to the internet or a printer.


Key initiatives that will be rolled out this year include: the ability to divert a parcel to a ParcelShop, a locker or another address right up to the time of delivery, in addition to the current options of a safe place or neighbour; the introduction of instant real time notifications about issues such as traffic delays and address queries; and trials for in car delivery. A new ‘My Place’ service will enable customers to upload a photo of where they want their parcel delivered to and geo pin it to a map – particularly useful for hard to locate, large rural properties and/or those with multiple uses and access.


Developing a ‘best in class returns’ solution is also a key focus and Hermes is committed to offering the widest range of convenient and easily accessible options, including collection by courier or return to a ParcelShop or a locker. Hermes’ retail clients will soon have the option of not including a returns label in the parcel but instead the end consumer will be able to easily generate a QR code that can be used to quickly print one at home or at a ParcelShop. Monitoring stock levels and processing refunds will also be made easier and quicker as a result of another initiative that will invite customers to log online which specific items they are returning in real time.


Martijn de Lange, CEO at Hermes UK, said: “Our Digital Futures Strategy is designed to support the company’s mission to become the UK’s carrier of choice by 2021 and builds on our continuing development, which has seen double digit growth for the past six years. It will deliver true value to our retail customers and further enhance the delivery experience for everyone.”



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