Bespoke branded e-commerce and fulfilment system scalable internationally
TNT is an international courier delivery service with HQ based in the Netherlands. They deliver documents, parcels and freight to over 200 countries.
TNT operates a complex logistics service in the UK, France and Benelux, but didn’t have an 24/7 ordering system available to their customer for the business critical documents, labels, bags and other items required to dispatch parcels into TNT's network. Customers had to call a sales representative or customer services to order, a process that required significant resources both at their help desk and depots responsible for dispatching the items. With inadequate controls and reporting there was a lot of waste with customers having multiple half-full boxes of dispatch documents in their offices.
The new system, PEP, put in place by Paragon is branded to match all the TNT corporate standards, so when customers access the PEP site the transfer is seamless. Paragon provides a centralised fulfilment service for all products, including those manufactured by Paragon and those supplied by TNT. All items are stored at a central hub to be picked, packed and shipped, with all individual orders processed within hours and injected into the TNT delivery network.
TNT has access to very detailed management information in real time on ordering patterns by customers in the UK, France and Benelux. Inventory can be monitored and order quantity limits adjusted accordingly. Paragon and TNT have regular reviews to ensure workflow and strategic direction are optimised.
The outcome is hugely successful - the service has provided full traceability of all customer orders and has shown significant savings across multiple areas. There are reduced customer service calls as orders are placed and tracked online. In turn this has created more customer service time to concentrate on core activities. The overall result is an improved customer experience for TNT's customers.
Through the greater efficiency and traceability, there are no wasteful or duplication of orders. In Benelux the PEP catalogue includes chargeable products as well as free-issue items, so the service becomes a revenue generator for TNT. Pre-printed consignment notes are more readable compared to handwriting, so the sorting process is more efficient; an optimised process leads to faster deliveries, fewer missed deliveries, higher customer satisfaction and cost reduction. Finally, a clearer picture with real time information is available to inform TNT and allow them to adapt their services and business development based on the results.