Delivery to the home – or to the workplace – remains dominant, before the pick-up point. ” It represents 80% of our deliveries, compared to 20% for other solutions, assigned to our partners » , said Geoffrey Junior Dimelo, DHL Express Director of Operational Excellence. The latest key figures from Fevad confirm this: in 2021, 80% of e-buyers (individuals) were delivered without traveling, 67% at a collection location. Deadlines seem stable. ” The norm is around 72 hours, ideally 48 hours, as long as you find the best equation with the lowest possible cost. »says Bertrand Chabrier, development director of C-Log, a logistics and transportation company, because ” at the last kilometer level, cost remains the root 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 this their positioning axis. “ Dhe has many local actors interfering withbe it a segment or a metropolis, it will take time for a mature network to develop itself » , said Jérôme Libeskind, expert in urban e-commerce logistics. Last-mile logistics faces several challenges: first, offering more choices to end customers, ” the buyer must find the delivery method that suits him best, at home, away from home, with a signature to increase security, etc.. » , summarizes Benoît Huc, sales and marketing director of Colissimo. other issues, contain financial costs and environmental impactsthen support omnichannel commerce in optimizing its stocks.
Real time, the key to the first pass to success
Successful delivery of the first pass is a key issue. It requires continuous information. The carriers are moving. Thus, Colissimo undertakes to send a message to the recipient of the parcel the day before the delivery and offer to reschedule the meeting date and place within six working days. Another service, the postman’s call, which is universal in the spring throughout the territory, allows the latter to warn the recipient of the imminent delivery of a parcel that does not fit in the letterbox or requires special treatment. . In 18 months, Colissimo introduces the second systematic passage, without requiring the recipients to take any action. “We get two to three additional successful delivery points“, welcomes Benoît Huc. At DHL Express, Geoffrey Junior Dimelo talks about on-demand delivery, which offers recipients several delivery options and notifications: “As soon as the package is sent, the end customer will receive a message and can choose between home delivery, relay point (Relais Colis), neighbor (Pickme), lockers“. Expressisites seek to transform the recipient of his delivery into an actor. “The retailer and the carrier must adapt to its constraints and not the other way around“, insists Hervé Courau, director of business development at GLS France. Real time has become the Holy Grail.”With UberEats, consumers are used to following the journey of their food… the stretch at home causes stress, to compensate for this, the information delivered must be as complete as possible.“, he continued. GLS just offered Tousfacteurs, a logistics and digital start-up, to deploy its “Track & Engage” service, which offers interactive parcel tracking (1h30 before delivery, an SMS with a hypertext link offering to geolocate the package).The paid mobile marketing service has been chosen, according to Hervé Courau, by “7% of the people who open the SMS it will offer.”
Instructions for relief of relay points
Recognized as the most economical solution, transmission at relay points has limitations. Thus, testifies Jean-Sébastien Leridon, General Manager Relais Colis (6,300 points of sale), which fell into the heart of the Walden group, “we need to contact the consumer when the relay point is saturated so he can choose an option, we are trying to invent other solutions by testing the relay in private houses, but it remains tricky 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 deployed “relay farms” in rural areas and automatic lockers elsewhere. About fifty are active out of several hundred considered necessary.”We will try a hybrid model, by providing several relay points, because the isolated locker causes problems in terms of parcel management.“, said Jean-Sébastien Leridon. Mondial Relay (purchased by Inpost, specialist in automatic lockers), which has 12,000 Point Relais in France, announced in July that it had reached the milestone of the 1000th multi-brand its automatic locker installed in a Lidl located in Dunkirk Decathlon, Leroy Merlin or Auchan have signed Quadient France to develop automatic lockers.Outdoor installed models are popular because they preserve the sales area and are not penalized by strict hours“, assures Aurélien Simon, Quadient France marketing product manager. Another solution that is developing, transmission through a network of relay neighbors. Geodis, GLS, DHL, Colissimo, for example, work with Pickme, which claims to have a potential of 80,000 trusted neighbors. So far, Geoffrey Junier Dimelo has identified “1,500 active relay neighbors with DHL”. This type of service takes over the landscape. “Its extraordinary success is dazzling, between November 2021 and June 2022, it reached 4% of the market share in us, and it looks promising because it has few failures.“, he added. Colissimo is testing this service in Paris and in a dozen municipalities in Seine-Saint-Denis. In just one month of looking back, Benoît Huc is already seeing positive signs: “Customers give a rating of 9.7 out of 10 in terms of satisfaction and seem comfortable with the idea of having their purchases delivered to a trusted neighbor“. The offer may be extended gradually.
The consumer must find the delivery method that best suits him, at home, outside the home, with a signature to strengthen security, etc.”, emphasizes Benoît Huc
57% of online consumers mention delivery to their home or work as their preferred delivery method (source: Barometer: e-consumer expectations for delivery 2021. Ifop / Star Service).
77% of respondents prefer the option of delivery by appointment that is respected, rather than the declared delivery within an hour (source: Barometer: expectations of e-consumers in terms of delivery 2021. Ifop / Star Service).
Soft transport crosses cities
Urban logistics addresses the environmental issue and promotes soft mobility. “Regulations, costs, parking difficulties… shippers no longer want to enter the cities, we offer them to entrust us with the goods and combine delivery in the city center thanks to soft modes“, explained Delphine Janicot, marketing and communication director of Urby. Trucks were kept far away and never made it to the last mile. Urban logistics specialists are shadowing their fleets – from cargo bikes to 19 tons – to meet the qualification criteria for low-emission mobility zones (ZFE-m). Thus Urby acquired 137 low-emission vehicles (NGV, electric assistance), when Star Service announced the acquisition of 200 new electric vehicles, consisting of 90% utility vehicles and 10% electric-assisted scooters. And call partners. In large cities, urban logistics start-ups are developing: Stuart (Dpdgroup) in about sixty cities in France, Vlove Cyclo-logistique (Cogepart) in about ten urban areas, Diligo in Paris, ULS in Strasbourg (river and bicycle), etc. As a result, in the middle of cities, pedestrians, cyclists, people delivering people on electric scooters and clean cars meet and meet again.
Massification of deliveries versus stock optimization
Urban logistics is redefining the landscape. Convenience warehouses are booming. The goal is to get the parcels closer to their recipients. “We create two types of infrastructure, pooling centers (2,000 to 4,000 m2) located at the entrance to conurbations, responsible for receiving and organizing flows, and urban logistics spaces (200 to 500 m2) in downtown“, refers to Delphine Janicot. Urby, present in 23 cities of more than 150,000 inhabitants by 2025. “Our model addresses environmental challenges by decongesting cities and costs by rationalizing deliveries, it is in line with omnichannel commerce. Retailers have more interest in opening showrooms in urban areas than warehouse stores” she argues. In the background, the opposition of the price of the commercial square meter compared to the logistics square meter. However, many models coexist and opinions differ.”Installing several local warehouses reduces transportation costs, but beware of fragmentation in some warehouses and shortages in others“, warns Bertrand Chabrier. This expert prefers click and collect (store withdrawal) to ship-from-store (the point of sale acts as a small warehouse) which he considers too expensive. The this skill is intensifying.”We arrange visits to the points of sale for daily or occasional collectionsthis service was a real success, the number of customers increased by 50% in one year“, indicates Benoît Huc. Omicanality combines the two formulas and requires a unified stock. C-Log has inaugurated a logistics site in Poupry, in the Orléans region, dedicated to e-commerce, guaranteeing delivery to 10 a.m. for any order placed before 7 p.m. the day before.The logistician, who manages the Beaumanoir team, implemented an order management system (OMS) software from the publisher krbw for the centralized management of remote stocks.”Algorithms are calculated according to the cost of transportation, the preparation delays and the completeness of the order, which is the warehouse best placed to ship the order“, referred to Bertrand Chabrier. WHO as the referee of the final match in the kilometer.