Delivery to the home – or to the place of work – continues to be predominant, before the collection point. ” It represents 80% of our deliveries, compared to 20% for other solutions, delegated to our partners » , says Geoffrey Junior Dimelo, Director of Operational Excellence at DHL Express. The latest key figures from Fevad confirm this: in 2021, 80% of e-buyers (individuals) were delivered without displacement, 67% at a collection point. Deadlines seem stable. ” The default is around 72 hours, ideally 48 hours as long as you find the best equation at the lowest possible cost. »notes Bertrand Chabrier, director of development at C-Log, a logistics and transport company, because ” at the level of the last kilometer, cost remains the sinew of the war » . In France, in this hotly contested market, there are few or no global players. Only Urby (a subsidiary of the La Poste group and the Banque des Territoires) and Star Service seem to have made it their positioning axis. “ Dmany local actors intervene in thecalf of a segment or a metropolis, it will take time for a mature network to structure itself » , says Jérôme Libeskind, specialist in urban e-commerce logistics. Last mile logistics face several challenges: first, offering more and more options to end customers, ” the consumer must be able to find the form of delivery that best suits him, at home, away from home, with a signature to reinforce security, etc.. » , summarizes Benoît Huc, sales and marketing director at Colissimo. other problems, contain financial costs and environmental impactthen support omnichannel commerce in optimizing your inventories.
Real time, the key to first pass success
Successful delivery of the first pass is a key issue. It requires fluid information. Operators are mobilizing. Thus, Colissimo undertakes to send a message to the recipient of the order the day before delivery and to propose rescheduling the date and place of the meeting within six working days. Another service, the postman’s call, which is widespread in the spring throughout the territory, allows the postman to warn the recipient of the imminent delivery of a package that does not fit in the mailbox or requires special treatment. for 18 months, Colissimo introduced the second systematic passage, without the recipients having to take any action. “We earn two to three additional successful delivery points“, welcomes Benoît Huc. At DHL Express, Geoffrey Junior Dimelo talks about on-demand delivery, which offers recipients multiple delivery options and notifications: “As soon as the package is sent, the end customer receives a message and can choose between home delivery, relay point (Relais Colis), neighbor (Pickme), lockers“. Expressisites seek to make the recipient the actor of their delivery. “The retailer and carrier must adapt to your restrictions, not the other way around.“, insists Hervé Courau, director of business development at GLS France. Real time has become the Holy Grail.”With UberEats, the consumer has gotten used to following the path of his meal… the final stretch generates stress, to compensate, the information delivered must be as complete as possible.“, he continues. GLS has just offered Tousfacteurs, a logistics and digital start-up, to implement its “Track & Engage” service, offering interactive parcel tracking (1h30 before delivery, an SMS with a hypertext link offers geolocalize the package.) This paid mobile marketing service is already chosen, according to Hervé Courau, by “7% of the people who open the SMS that offers it”.
Relay point relief instructions
recognized as the most economical solution, delivery to relay points has its limits. Thus, testifies Jean-Sébastien Leridon, general manager of Relais Colis (6,300 points of sale), which fell into the bosom of the Walden group, “we must be able to interact with the consumer when the relay point is saturated so that he can choose an option, we are trying to invent other solutions by testing the relay in private homes, but this remains complicated because this service requires discipline in terms of schedules“. In some areas, the network of relay points is no longer sufficient, in others it is missing. Relais Colis deploys “relay farms“in rural areas and automatic lockers elsewhere. About fifty are active out of several hundred deemed necessary.”We are going to test a hybrid model, equipping certain relay points, because the isolated cabinet presents problems in terms of order management“, says Jean-Sébastien Leridon. Mondial Relay (acquired by Inpost, a specialist in automatic lockers), which has 12,000 Relais Points in France, announced in July that it had reached the milestone of its 1,000th multi-brand automatic locker installed at a Lidl located in Dunkirk. Decathlon, Leroy Merlin or Auchan signed with Quadient France to develop automatic lockers.”Models installed abroad are popular because they preserve the sales area and are not penalized by restrictive hours.“, guarantees Aurélien Simon, marketing product manager at Quadient France. Another solution that is under development, delivery through a network of relay neighbors. Geodis, GLS, DHL, Colissimo, for example, work with Pickme, which claims a potential of 80,000 trusted neighbors. To date, Geoffrey Junier Dimelo has identified “1,500 active relay neighbors with DHL”. This kind of service is taking over the landscape. “Its advancement is dazzling, between November 2021 and June 2022 it took 4% market share with us and it looks like a future because it generates very few failures“, he adds. Colissimo is testing this service in Paris and in a dozen municipalities in the Seine-Saint-Denis. With just a month of retrospective, Benoît Huc is already seeing positive signs: “Customers rate 9.7 out of 10 in terms of satisfaction and already seem comfortable with the idea of having their groceries delivered to a trusted neighbor.“. The offer could be gradually expanded.
The consumer must find the form of delivery that best suits him, at home, away from home, with a signature to reinforce security, etc.”, emphasizes Benoît Huc
57% of online consumers cite home or work delivery as their preferred delivery method (source: Barometer: e-consumer expectations for delivery 2021. Ifop / Star Service).
77% of respondents prefer a timed delivery option that is respected over express delivery on time (source: Barometer: e-consumer expectations in terms of delivery 2021. Ifop / Star Service).
Smooth transport crosses cities
Urban logistics takes on the environmental issue and defends smooth mobility. “Regulations, costs, parking difficulties… shippers no longer want to enter cities, we offer them to entrust the goods to us and consolidate delivery in the city center thanks to smooth modes“, explains Delphine Janicot, director of marketing and communication at Urby. Trucks are kept at a distance and no longer do the last mile. Urban logistics specialists are greening their fleets – from cargo bikes to 19 tonnes – to meet eligibility criteria for low-emission mobility zones (ZFE-m). Urby thus acquired 137 low-emission vehicles (CNG, electric assistance), when Star Service announces the acquisition of 200 new electric vehicles, made up of 90% utility vehicles and 10% electric scooters. And call partners. In big cities, urban logistics startups are flourishing: Stuart (Dpdgroup) present in around sixty cities in France, Vlove Cyclo-logistique (Cogepart) in around ten urban areas, Diligo in Paris, ULS in Strasbourg (river and bicycle ), etc. As a result, in the heart of cities, walkers, cyclists, couriers on electric scooters and clean vehicles meet and re-encounter.
Mass delivery versus inventory optimization
Urban logistics are redefining the landscape. Convenience stores are emerging. The objective is to bring orders closer to their recipients.. “We are developing two types of infrastructure, pooling centers (2,000 to 4,000 m2) located at the entrance of agglomerations, responsible for receiving and reorganizing flows, and urban logistics spaces (200 to 500 m2) in the center“, specifies Delphine Janicot. Urby, present in 23 cities with more than 150,000 inhabitants by 2025.”Our model responds to environmental challenges by decongesting cities and costs by rationalizing deliveries, it is aligned with omnichannel commerce. Retailers more interested in opening showrooms in urban areas than in warehouses” he argues. Basically, the opposition of the price of the commercial square meter versus that of the logistic square meter. However, several models coexist and opinions diverge.”Installing multiple local warehouses reduces transport costs, but beware of fragmentation in some warehouses and shortages in others“, warns Bertrand Chabrier. This specialist prefers the click and collect (collection in the store) to the ship-from-store (the point of sale works as a small warehouse) which he considers too expensive. This practice is intensifying.”We organize visits to points of sale for daily or occasional collectionsthis service is a real success, the number of customers has increased by 50% in one year“, indicates Benoît Huc. Omicality generates both formulas and requires a unified stock. C-Log has opened a logistics site in Poupry, in the Orléans region, dedicated to e-commerce, which guarantees delivery by 10 am for any order placed before 19:00 the previous day. The logistician, in charge of the Beaumanoir group, implemented the software Orfer Management System (OMS) from the publisher krbw for centralized management of remote stocks.”Algorithms calculate according to transport cost, preparation delays and order completeness, which warehouse is best positioned to ship the order“, specifies Bertrand Chabrier. WHO as referee of the last kilometer.