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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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Delivery firm DPD's mobile website attracts more than 1million users in the first six months, with 55,000 deliveries rearranged using QR codes

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Delivery firm DPD's mobile website attracts more than 1million users in the first six months, with
Delivery firm DPD's mobile website attracts more than 1million users in the first six months, with
UK national delivery firm DPD's mobile website has attracted well over a million unique visitors since its launch in November 2011 and in excess of 55,000 deliveries have been rearranged using the QR codes printed on DPD's calling cards.

DPD was the first UK national carrier to launch a mobile website allowing customers to track their packages or rearrange delivery while on the move. Customers logged onto the site are able to alter the delivery day of their parcel to a more convenient date, arrange for it to be left in a safe place, or collect it from the local depot or an alternative address where they know someone will be in to receive it.

For cases where delivery has been unsuccessful, all DPD's ‘sorry we missed you' calling cards are printed with a QR (quick response) code. Customers simply scan the code using a smartphone which takes them instantly to the relevant DPD webpage to reorganise delivery. DPD is the first carrier to use QR codes to rearrange deliveries.

Dwain McDonald, DPD's CEO explains: "At DPD we recognise the powerful impact technology has in helping us in delivering outstanding customer service - which is central to our business. The rapid adoption of smartphones has led to a dramatic rise in mobile internet use. Home shoppers, in particular, are extremely technology savvy and expect information about their purchases at their fingertips, whenever and wherever they want it. This new generation of shoppers not only want instant information, they also want more control over when and where their good are delivered. Our mobile website is designed to meet these needs by ensuring customers can quickly and easily locate information about their delivery and, if necessary, make changes, while QR codes make life easier for customers who have missed a delivery.

"The figures speak for themselves. Since its launch towards the end of last year, over a million people have used the mobile site to track 2.5 million plus parcels. The feedback from retailers has been overwhelmingly positive."

Dwain McDonald adds: "DPD has an unrivalled reputation for utilising technology to improve deliveries for customers. Predict, our unique one-hour delivery slot service, utilises GPS tracking technology, personalised text messaging and email to give customers a precise one-hour window for their deliveries. We aim to retain the top spot through continued investment in new technologies and the development of services such as the mobile website and use of QR codes."
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