JML Retail joins forces with TNT Express
Netherlands headquartered TNT, which has operations in 63 countries, has developed a new order tracking system that monitors the entire process from collection to delivery.
According to TNT, its new Customer Interface Technology system (CIT) integrates with a customer’s unique reference number, allowing every order to be accurately tracked.
The new CIT solution is intended to make it easier for JML’s customer service and accounts teams to track consignments. Incomplete deliveries being shipped out will be a thing of the past thanks to what TNT call “electronic sortation”, loss or damage to orders will be reduced and the process generally sped up.
Managing Director of TNT Express in UK and Ireland, Alistair Cochrane, said: "We see working with JML Retail as a long-term partnership.
“By working closely with its team to really get to the heart of its specific requirements, we are able to develop solutions to meet their requirements more closely.
“This in turn drives improvements in the level of service JML Retail is able to provide its customer base."
A statement from TNT claims that “right from the outset, TNT Express worked closely with JML to understand its specific needs, and created a dedicated multi-discipline team to tailor a solution that crucially includes technical support from its IT section”.
TNT recorded revenue of more than €7 billion in 2012 and employs 69,000 worldwide. According to the company, in coming into partnership with JML it has begun implementing thorough checks from collection to delivery point and has been providing daily and weekly reports.
A large majority of JML’s stock is imported, meaning UK processes and dispatch orders occur daily and TNT claim its new partner has seen an increase of 2.5 percent in “more accurate first-time deliveries” in the first three months as well as fewer delays.
Sara Duncan, Logistics Manager at JML, said: "TNT's tailored delivery solution has enabled us to better service and meet the needs of our customers.
“TNT's dedicated team has worked closely with our retail business and our existing outsourcers to fully integrate itself into our business and improve our delivery process, in turn enhancing our business proposition."
Cainiao Network Launches Customer-Centric Logistics
As the logistics division of the Alibaba Group, Cainiao Smart Logistics Network has decided to provide its Southeast Asian customers with unsurpassed service during its annual shopping festival. Based on customer feedback surveys, the company will expand its real-time customer service support and speed up delivery times. ‘By expanding and deepening our services, we aim to provide a stronger logistics infrastructure that can bolster the booming eCommerce sector, support merchants’ expansion into new markets and diversify retail options for consumers’, said Chris Fan, Head of Cross-Border, Singapore, Cainiao Network.
Who Is Cainiao?
According to TIME Magazine, Cainiao ‘is far from a typical logistics firm’. The company controls an open platform that allows it to collaborate with 3,000 logistics partners and 3 million couriers. This means that merchants can choose the least expensive and most efficient shipping options, based on Cainiao’s real-time logistics analytics. The company’s goal is to ship packages anywhere in the world in under 72 hours—and for less than US$3.00.
For countless small business owners around the world, from coffee-growers to textile-weavers, this could change everything. Usually, it costs about US$100 to ship a DHL envelope from Shanghai to London in five days. Cainiao aims to change that. Said its CEO Wan Lin: ‘The biggest barrier to globalisation is logistics’.
What’s Part of the Upgrade?
Throughout the Tmall festival, Cainiao’s logistics upgrade will be divided into four critical segments:
- Real-time customer service support. Cainiao has launched a direct WhatsApp channel for customers to receive logistics updates and ask questions.
- Expansion of air freight parcel size and weight limits. Packages can now be up to 30 kilograms or 1-metre x 1.6 meters to help ship large items such as furniture.
- Daily air and sea freight connections. Shipping frequency will almost double to seven times weekly to maintain resilience and efficiency.
- Compensation for lost or damaged packages. Customers will be reimbursed up to RMB 2,000 (US$311).
Where is the Company Headed?
From June 1st to June 20th, the finale of Tmall, Cainiao will ensure that its customers feel confident in the company’s ability to deliver their packages. Despite global shipping delays due to COVID, the show will go on. Said Fan: ‘This series of customer-centric logistics upgrades reaffirms our goal of pursuing value-added services to enhance customers’ shopping experience while mitigating challenges posed by external factors’.
Furthermore, Cainiao has recently expanded its Southeast Asian operations, achieving revenue growth of 68% year-over-year. In Malaysia, the logistics operation has partnered with BEST Inc. and Yunda; in Singapore, the company has partnered with Roadbull, Park & Parcel, and the Singapore Post. And if its recent measures help retain and grow its customer base, the company will be well-poised to lead the industry in resilient and customer-centric global logistics. ‘COVID-19 made everyone realise how important the logistics infrastructure backbone is’, said Wan. ‘And it gave us a peek at what Cainiao should look like in three years’.