An Post, Ireland’s national postal operator and one of the country’s largest employers, has completed a major project with Zetes to enhance its customer delivery service levels. The contract, which involves supplying an electronic proof of delivery (ePOD) solution to equip all 4,200 of its delivery staff with a 100% paperless track and trace system, is a key element of its development strategy.
In commissioning the solution from Zetes, An Post had four key objectives: to improve the overall customer delivery experience through the provision of real time tracking data; to reduce the manual administration required for proof of delivery (POD) cards; to ensure that An Post has the capability of taking immediate advantage of future developments in mobile technology and finally, to further improve the company’s environmental footprint through lower paper consumption.
An Post is the first national postal operator worldwide to equip its entire postal delivery workforce of 4,200 -foot, bicycle or van based delivery staff- with a handheld scanner to confirm, track and trace deliveries and collections in real time.
Being able to offer a high level of service to all customers: a big differentiator for An Post
As part of An Post’s ongoing change management strategy, Zetes’ in-house-developed proof of delivery system enables An Post to deliver a top quality service for all customers. In addition to providing traceability of consignments and eliminating process inefficiencies, the system enables confirmation via An Post’s website that a parcel or letter has reached the recipient within two hours of delivery.
"As the volume of e-commerce transactions continues to rise, being able to offer this level of service to all our customers for deliveries or returns is a big differentiator for us," says Liam O’Sullivan, Mails Operations Director at An Post. "Together with our unrivalled quality of service record, this makes us 1an even more effective service provider to domestic and international customers.
Zetes developed the final 3-in-1 mobile application for An Post which features In-van scanning, mini track and trace and real-time traceability of consignments.
"Working with Zetes as the software provider and system integrator on this business-critical project has been a very positive experience," says Liam O’Sullivan. "We have been impressed by the project team’s ability to collaborate so effectively between ourselves and Intermec as the hardware manufacturer, and their advice on achieving additional cost savings, such as maximising the battery lifespan, has been invaluable."
Ensuring the quality of operational activities
In addition to developing and implementing the track and trace solution, Zetes will provide a three-year Managed Service to An Post. This includes weekday end user support from the Zetes Service Desk between 6am and 6pm, next day exchange and hardware maintenance of the Intermec CN50 devices, Remote Device Management, Application Support and IT Service Management.
"This project highlights the importance, for postal companies, to invest in highly advanced technological solutions in order to remain competitive. In making this investment, An Post is equipping its business operation to offer a superior service with which they can maintain and enhance their market position," says Alain Wirtz, CEO of Zetes.