Our parcel services were the fastest of the three tested operators. According to Tommi Kässi, the speed of delivery is the result of developing the pickup point network and listening to the customers.
Kuluttaja journal tested Posti, Matkahuolto and the Ärräpaketti parcel service of R-kioski. The journal sent 24 parcels to different locations in Finland to find out which parcel service is the fastest. Posti was the fastest to deliver the parcels.
- It’s always good to learn about practical experiences from independent sources. Even though the test was a consumer delivery, the same network is used for e-commerce deliveries, says Tommi Kässi, Vice President, Parcel and eCommerce.
Four years ago Helsingin Sanomat carried out a similar test. We proved to be the fastest deliverer of parcels in that test as well. Kässi believes that the extensive network is the reason for our quick deliveries. We have approximately 850 outlets that provide personal service, and by the end of the year will have about 2,200 parcel lockers favored by consumers.
- I’m sure one of the factors is that we operate everywhere in Finland and have extended our network even further. The development of the network must continue so that we can meet the ever-growing e-commerce volumes and be accessible to consumers.
Fast deliveries important to online shoppers
In Kuluttaja’s test, more than 50% of the Posti parcels arrived the day after dispatch. According to Kässi, about 90% of parcels are delivered the next day after sorting. Same-day deliveries are possible in the capital region and in Turku.
Our online shopping survey, published in October, reveals that 85% of respondents found quick deliveries extremely or somewhat important in online shopping. In the recent sustainability survey by Posti and the Finnish Commerce Federation, the delivery speed was particularly important to pioneers of online shopping.
- We’ve identified the increasing importance of speed. If you look at international trends, it also plays a crucial role in expediting the growth of e-commerce, says Kässi.
Speed is at the core of developing the customer experience and data-based management. Pickup points are placed along the everyday routes of consumers. Data helps respond to increases in local parcel volumes and ensure that dispatches are delivered on time.
The e-commerce market has experienced unprecedented growth during the COVID-19 pandemic, and the end of the year is expected to yield the best e-commerce season of all time. We have prepared for an increase in parcel volumes since the spring to ensure quick deliveries even during peak seasons.
- We have added over 500 Parcel Lockers after the previous season, amounting to about 30,000 lockers. In October, we extended our deliveries to Saturday, and as of Black Friday, we will also deliver parcels to our most popular pickup points on Sundays, increasing our deliveries to seven days a week, says Kässi.
Seven-day delivery covers almost half of the entire population. A temporary network, corresponding to the capacity of about 200 pickup points, will be set up alongside the permanent pickup point network. We have also prepared for an increase in demand for home deliveries.
International development under constant monitoring
- The speed from purchase to delivery is growing faster and faster, says Kässi.
That is why it is vitally important to make the entire e-commerce process customer-oriented and transparent from the shopping cart to the delivery of the parcel.
- At the moment, we are happy about our speed from sorting onwards, but there’s still work to do with our partners when it comes what happens between the final click and the arrival at the pickup point. Moving forward, we also plan to invest in various touchpoints and new technology.
In practice, this means being able to schedule pickups optimally or carrying out several pickups per day. So far, the new technology has been evident to consumers in food e-commerce where deliveries can be tracked on a map. In the near future, the same will be possible in parcel services.
We are monitoring the international development of the industry and closely assessing future e-commerce services.
- I believe we need to look a little further and have an open mind about new types of solutions. There’s definitely work to do, and we’re ready to do it, says Kässi.
Still preparing for the peak season? See our checklist for online retailers.