Making sure your parcels get delivered...
Peak Plans 2012
Monday, 15 October 12
✴ The Original Polar Bear
project focussed on
communicating with customers
about delays due to adverse
weather
Monday, 15 October 12
New For Peak
2012
✴ Launch date: Monday 29 October 2012
✴ Building on success of original project
✴ We will now proactively communicate
with customers if a parcel is held or
delayed at any point in our network
✴ We will communicate honestly and
transparently with our customers
Monday, 15 October 12
What does this mean to your customers?
★ Your customers will receive an email and or an SMS message informing
them of the delay and advising of when delivery will now take place
★ Designed to proactively provide customers with updates and options
★ Remember we will need the parcel receivers mobile phone number and
email address so we can provide them with these notifications
Monday, 15 October 12
PROACTIVE NOTIFICATION
Your customer will receive
proactive notifications if the parcel is:
Delayed in collection depot
Delayed in hub
Delayed in transit to delivery depot
Delayed at delivery depot
Out for delivery but delayed
Monday, 15 October 12
SITUATION: PARCEL COLLECTED BUT NOT TRANSFERRED TO HUB
‣ Collection vehicle arrives at depot after the linehaul vehicle has departed for the hub
‣ The depot will be responsible for scanning all affected parcels as ‘held at collection point’
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This is what your custom
will see on their mobile
Monday, 15 October 12
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SITUATION: HELD IN HUB - NOT SENT TO DELIVERY DEPOT
‣ Parcels not sorted and not loaded onto outbound trailer
‣ Hub team responsible for scanning all affected parcels as ‘held in hub’
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Monday, 15 October 12
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This is what your custom
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SITUATION: PARCEL HELD IN TRANSIT
‣ Parcels on outbound trailer but trailer delayed
‣ Depot team updates tracking status to ‘held in transit’
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This is what your custom
will see on their mobile
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SITUATION: ARRIVED AT DEPOT - NOT GOING OUT FOR DELIVERY
‣ Parcels cannot go out for delivery
‣ Depot team responsible for scanning parcels as ‘held in depot’
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Monday, 15 October 12
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This is what your custom
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SITUATION: PARCEL OUT FOR DELIVERY - ETA AFFECTED
‣ Parcel ETA will not be met due to traffic delays or other issues
‣ Depot team updates tracking status to ‘delivery delay encountered’
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This is what your custom
will see on their mobile
Monday, 15 October 12
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WEB VIEW
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This is what your custom
will see on their mobile
Monday, 15 October 12
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This is what your custom
will see in their email
What does this mean to you?
★ Full visibility of any held/delayed parcels via our Exception
Management System (EMS)
★ The reason for the delay is clearly shown
★ Dynamic and fast provision of parcel status data
Monday, 15 October 12
What does this mean to you?
Monday, 15 October 12
Other situations where
Polar Bear will help
Monday, 15 October 12
PROACTIVE NOTIFICATIONS:
MISLABELLED & MISROUTED
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➡ In the event of a parcel being delayed
due to incorrect labelling or a misroute
➡ EMS will be updated
➡ Receiver will be sent a notification
of the delay and a new delivery date
Monday, 15 October 12
Delays to Ireland Next Day Service
➡ Keeps you informed on delayed deliveries by air to Ireland
➡ In the event of a technical issue or a delay to the flight all
parcels will be automatically returned to our Hub
➡ At the Hub they will be resorted and revert to a Two-Day
road service
➡ The parcels affected will be shown on EMS
➡ No notifications will be issued to parcel receiver
Monday, 15 October 12
Deliver to neighbour
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AN EX
Monday, 15 October 12
Deliver to Neighbour
Intended to ensure first time delivery success
When your customers receive their one hour
delivery notification, and they know they will be
out, they now have the option to have their parcel
delivered to a neighbour
This option is now included on all Shipped &
Out For Delivery Notifications
Monday, 15 October 12
SHIPPED NOTIFICATION
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Monday, 15 October 12
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This is what your custom
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OUT FOR DELIVERY NOTIFICATION
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This is what your custom
will see on their mobile
Monday, 15 October 12
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QUESTIONS
If you have any questions about Polar Bear 2 and what it will do for you, contact your
local depot
You can Tweet us too - @Interlink_UK
What’s more, you can contact us on Facebook – www.facebook.com/interlink.express
Monday, 15 October 12