BEST INNOVATION IN DELIVERY
Evri
Evri is the UK’s largest dedicated parcel delivery company. It currently delivers around 700 million parcels a year and has experienced significant growth over the last few years.
The business’ position as an ecommerce enabler has strengthened in the last 12-18 months. It’s built strategic partnerships and captured growth in C2C deliveries driven by platforms such as eBay, Facebook Marketplace, Etsy and TikTok. In 2023, Amazon made the business an accredited Seller Fulfilled Prime carrier, making Evri a delivery option for many more merchants who use Amazon. Evri has also increased volume in the SME sector. Improved customer service levels and dedicated account management teams have meant it’s been able to win new clients.
Evri supports ecommerce businesses and their customers in many ways, from its network of highly convenient ParcelShops and self-serve Lockers – which has grown in 2023/24 to become the biggest estate of its kind in the UK – to enhanced international and fulfilment services. As a responsible carrier, Evri is strongly focused on becoming an even more sustainable and ethical business, and it actively supports retailers on their own decarbonisation journeys.
Intersoft
Intersoft, a veteran in eCommerce support for over 30 years, offers seamless, scalable carrier management solutions through its API, facilitating over 410 million shipments globally. With a focus on innovation, Intersoft continually adapts to the needs of eCommerce businesses, helping them to grow their shipments and expand globally.
Intersoft has supported eCommerce businesses from various sectors, from third-party logistics providers to online retailers. Companies like Teemill and exporto demonstrate Intersoft’s commitment to business growth through free onboarding and efficient communication, leading to significant sales increases.
Customer satisfaction is key to every action Intersoft takes, evident in a 98.7% retention rate and a Net Promoter Score of 64, well above industry standards. Testimonials from long-term partners such as Harrods attest to Intersoft’s dedication to understanding and meeting client needs.
Intersoft’s ethos of honesty, adaptability, and collaboration distinguishes it in the market, earning numerous industry accolades.
Pro Carrier
Pro Carrier stands out for its dedication to serving thriving eCommerce businesses across Europe. Central to their ethos is a commitment to unparalleled customer service, characterised by transparency, personalised interactions, and proactive communication. Leveraging bespoke technology like the Horizon platform, Pro Carrier ensures clients are informed at every stage, building trust and loyalty.
Their innovative approach extends to strategic partnerships, exemplified by collaborations with Hurricane Commerce and AEB SE, aimed at streamlining customs processes and reducing delays. A recent merger with DG International further enhances their offerings, providing customers with cost-effective multi-carrier solutions. The Horizon platform, witnessing substantial growth, offers enhanced visibility and support, contributing to customer satisfaction.
Behind Pro Carrier’s success is its talented team, with an impressive track record of customer satisfaction, including a remarkably low claims rate. Pro Carrier continues to set new standards in eCommerce logistics, driven by a relentless commitment to customer excellence.
Scurri Track Plus
Scurri Track Plus helps retailers boost loyalty and reduce WISMO queries through branded tracking communications. Combining Track Plus post-purchase experience software with the Scurri delivery management platform gives retailers back control of the last mile experience. Scurri is thus able to assist retailers throughout the order process and beyond from a single, cloud-based platform, with all customer communication white-labelled so brand values and personality are maintained and consistent at each customer touchpoint to ensure enhanced customer experience.
Track Plus enables retailers to gain the visibility, control and efficiency they need to be in the driving seat during the critical period of post-purchase communications. Consumers expect an omnichannel experience, so boosting loyalty and protecting customer acquisition is critical for profitability, and owning the full customer experience is more important than ever for retailers.
Using Scurri’s integrated solutions, retailers can ensure they offer the most suitable delivery option, proactively identify potential issues for quicker resolution, and improve the full customer experience with branded post-purchase tracking updates and personalised offers at high engagement points. Leveraging innovative technology can improve the customer experience, boost loyalty and deliver all-important revenue growth.
ZigZag
With the cost of doing business and inflation skyrocketing alongside some of the highest return rates ever, paid returns are unfortunately becoming a necessity for many retailers. New Look took the decision to move to paid returns for online sales, but they needed a solution that did it seamlessly. ZigZag’s market-leading payment gateway allows consumers to pay anyway they want, including Apple and Google pay, through multiple different currencies. They also wanted to be able to offer a free solution for customers to buy online but return in-store, without creating long queues of frustrated customers at returns check-in desks.
ZigZag’s Technology and Product Teams worked closely with New Look to quickly roll out return kiosks across a selection of their stores this year. For the customers of New Look the returns process is as straightforward as ever. After entering their information online and selecting the returning items and reason for returning, customers can choose ‘Return to Store’ as a return option and receive a QR code.
New Look’s online returns have reduced by 0.5%pt since introducing paid returns, reducing the financial burden and freeing up stock. New Look has seen a reduction in “where is my return?” queries of 20% since implementing ZigZag’s better tracking facility.
DHL eCommerce UK wanted its merchants to experience the same sleek and extensive returns journey as they enjoyed utilising DHL’s unrivalled outbound service. Recognising this imperative and the limitations of its existing solution; DHL Ecommerce UK embarked on a groundbreaking collaboration with ZigZag to revolutionise returns solutions for its hundreds of e-commerce merchants and consumers across the UK and showcase the capabilities of its Service Point PUDO network.
By combining ZigZag’s software expertise with DHL Ecommerce UK’s extensive network, this collaboration enhanced the returns experience for all stakeholders by presenting a fully merchant branded experience alongside fast and efficient reverse logistics services.
ZigZag’s NPS improved by 45% in 2024, impressing world-leading retailers such as Frasers Group, Selfridges, New Look, and more.
