Chronopost improves customer satisfaction with ePOD solution from Zetes

To stay competitive in an industry adjusting to deregulation, the Portuguese branch of Chronopost has implemented a Zetes ePOD solution to improve parcel traceability and thereby enhance its customer service.

Zetes Burtica, Chronopost's data capture solution partner for the past 15 years, were awarded the contract to design and implement an innovative modular mobility solution using handheld devices (mobile pda's).  As a result of their investment with Zetes, Chronopost now has full visibility of both packages in transit and operators working in the field.  This means collections and deliveries can be managed in the most efficient way whilst ensuring full traceability. More than 350 mobile Chronopost workers are currently using the solution.

Established in Portugal since 1997, Chronopost International processes approximately 8.5 million packages annually. Its core business is the delivery of courier services for small boxes (up to 31.5 kg). The company's new ePOD solution not only helps it to collect and deliver goods at the right place and right time, it also allows them to move away from their former reliance on paper based procedures.

The ePOD solution, which runs on mobile pda's, helps to issue field based operators with clear instructions regarding tasks to execute. Then, as operators go about their daily responsibilities, the system rapidly and accurately captures important data for each process, from order pickup through to shipping and final delivery. The handheld terminals used also read two-dimensional codes, which, because they contain more information than regular barcodes, allows the solution to perform additional data verification functions.

For instance, visual proof of the condition of packages can be captured as images and the GPS receiver provides precise location coordinates for delivery and collection points.  In addition, as the system monitors each journey completed, operators have become more accountable for performance levels and benefit from improved safety.

In addition, the solution offers many other important benefits: real-time on-line information, greater reliability of information plus ease of use for field based workers, who receive clear instructions of tasks to be completed each day.  Combined, these improvements have made a significant contribution to increasing customer satisfaction.

For the end customer, the benefits of Chronopost's ePOD solution are equally apparent.  Apart from offering greater traceability and visibility of parcels in transit, the system brings the additional advantage of flexibility.  Customers can now change the point of delivery originally planned, thus allowing packages to be collected at the most convenient time or place.

Paulo Rosa, Director of Chronopost's Information Systems said, "The many needs of our customers have been taken into account when designing the solution. We now have one tool, which can be used for all the processes which used to be paper-based. At the same time, we have been able to improve all the service levels for the customer."

Alain Wirtz, CEO of Zetes concludes: "In the postal industry, effective customer services are what allow a company to stand out from the competition. Flexible processes and efficient traceability are key elements to achieve this. Zetes' auto-ID solutions enable them to do both. We are now experiencing market growth in postal logistics, where accurate, timely deliveries are a must."