ROHLIG SUUS Logistics is one of the first logistics operators on the Polish TSL market to standardize services for e-commerce shipments. The introduction of uniform service standards for online stores will improve quality and increase the company’s competitiveness.
The decision to implement standardization is driven by the dynamic development of the e-commerce market and the growing customer expectations regarding high-quality additional services that ensure convenience in delivering shipments to the final recipient. Data indicates that 22% of ROHLIG SUUS Logistics’ domestic deliveries are to individual consumers (B2C), and this number is systematically increasing. Moreover, consumers are increasingly willing to buy not only small items online but also larger products that exceed the capabilities of standard couriers. ROHLIG SUUS Logistics possesses the competence and many years of experience in handling such shipments, which gives the operator an advantage in this segment.
As many as 60% of Poles declare purchasing goods such as household appliances or furniture in an e-store. With such heavy and oversized shipments, efficient delivery becomes particularly important, supported by the option to order a carry-in service, which currently accounts for nearly 5% of the operator’s domestic B2C orders. Furthermore, e-consumers pay special attention to the quality of the entire order fulfillment process. In addition to the product price, delivery time, and cost, they also value the aesthetics of the shipment itself, the declared delivery date, and the driver’s behavior. Online stores, wanting to build customer loyalty, take care of positive experiences at every stage of product delivery (from purchase to receipt) in line with the so-called customer experience. ROHLIG SUUS Logistics, as the e-store’s representative to the final recipient, strengthens this process by adopting clearly defined procedures for handling standard B2C customer shipments. At the same time, the company implements dedicated projects for individual client requirements that go beyond typical service frameworks.
Standardization covers deliveries defined in the basic e-commerce offer, for maximum parameters in terms of shipment weight and dimensions. The introduced standards also apply to a specific range of services, such as: standard (11:00-16:00) and non-standard delivery hours, access to proof of delivery documents, cash on delivery, or notification, through which the recipient receives information about the incoming shipment via phone and SMS. This allows for confirmation and potential arrangement with the driver regarding the date and convenient time for receiving the ordered goods. Regulations will also cover the recently introduced service of collecting used RTV/household appliances, which is a novelty on the logistics services market. The customer can individually agree on the day and time of collection, placing such a request along with the delivery order as an additional service complementing the delivery of equipment ordered in the e-store. However, the indicated services do not constitute a closed proposal. The operator is developing a package of standardized additional services to meet the increasing popularity of B2C deliveries and raise the level of final customer satisfaction.
– Standardization ensures the systematization of the entire e-commerce delivery process. When a logistics operator does not have clearly defined procedures for handling B2C shipments, it often acts in an unplanned and sometimes even random manner, which can significantly affect the reduction of service quality. Standardization combines all elements of e-commerce channel service – starting from a single price list model and ending with a specific range of additional services – points out Daniel Franke, member of the board of ROHLIG SUUS Logistics. – Beyond the basic e-commerce offer, we will still carry out our clients’ individual projects, because the goal of introducing standardization is not to limit the range of offered services but to give them appropriate transparency – emphasizes the operator’s representative.
In connection with the introduced service standards for e-commerce shipments, ROHLIG SUUS Logistics also ensures regular training for drivers and employees in the field of direct customer contact. These ensure a uniform and high level of service for shipment recipients and help create a positive image of the e-store.