Olivier talk covers InPost's automated lockers with specific focus on how they are making collections and returns easier for online shoppers, enabling retailers to offer pick up and drop off services 24/7, 365 days a year across the UK. Can automation that takes just seconds combined with next day service be the key to providing the ultimate in convenience? Learn more about MetaPack's The Delivery Conference 2018 (#TDC18) at the event website https://www.thedeliveryconference.com.

1. Leaders &
Heroes
THE DELIVERY
CONFERENCE
OLIVIER BINET
Head of International Markets
InPost making collection and returns
easy
Solutions Theatre

2. 1
Making Collections & Returns Easy
Olivier Binet – Head of International Markets, InPost

3. 2
Who Are We?
Urban customers are on average
less than 2 miles from an
InPost locker.
Census 2011
All InPost lockers are accessible
24 hours a day, 365 days a year
InPost has a nationwide locker
network of nearly 1,200
locations

4. 3
The Last Mile Delivery Challenge – People &
Places
48% of
consumers do not
have safe place for
parcels to be left
when they are not
home2
68% of
consumers say
they are not able
to receive items
at their place of
work1
Source: 1 IMRG UK Click & Collect Review, 2015. 2 IMRG UK Click & Collect Review, 2014. 3 IMRG: Consumer Home Delivery Review 2015. 4 IMRG UK Consumer Home Delivery Review 2016. 5 MetaPack report 2015 – Returns: The New Battle Ground for Retail. 6 MetaPack: Delivering Consumer Choice 2015
7 JDA & Centiro Christmas Pulse 2017
37% of
customers missed
deliveries despite
being at home7
55% of
households are
typically
unattended during
normal working
hours4

5. 4
78%
consider a good
returns experience as
important or very
important when
deciding which
retailers to shop
with3
41% of
consumers will pay
more for a more
convenient returns
option6
The First Mile back Challenge - Returns
83% of
consumers would
shop more at a
retailer that made
the returns
process easier5
74% of
consumers prefer
to have access to a
convenient drop-
off point for
returns4
Source: 1 IMRG UK Click & Collect Review, 2015. 2 IMRG UK Click & Collect Review, 2014. 3 IMRG: Consumer Home Delivery Review 2015. 4 IMRG UK Consumer Home Delivery Review 2016. 5 MetaPack report 2015 – Returns: The New Battle Ground for Retail. 6 MetaPack: Delivering Consumer Choice 2015
7 JDA & Centiro Christmas Pulse 2017

6. 5
In-store Click & Collect Challenge
Source: 1JDA & Centrino Christmas Pulse Report 2017
65%
said they would
switch retailer next
shopping due to a
poor Click &
Collect
experience
43% of
customers
experienced an
issue with a
Click & Collect
order
26% of
customers
experienced long
waiting times due
to lack of staff
16%
said that retailers
didn’t have a
dedicated Click &
Collect area
39% of
UK shoppers used
Click & Collect over
the Christmas
period
18% of
customers said
staff were unable
to locate their
items

7. 6
The Customer Experience
24/7
▪ Customers can collect or
return their parcels at a time
that suits them, day or night
SAFE
& SECURE
▪ Unique opening PINs
▪ Multiple CCTV cameras
operating 24/7
CONVENIENT
▪ No queuing
▪ Located en route in high
footfall, well-lit areas with
ample parking
QUICK
▪ Save time by linking multiple
trips into one
▪ Scan and collect in just 7
seconds
CHOICE
▪ Better suits the busy
lifestyle
of today’s modern customer
AUTOMATION
▪ Quick and simple parcel
collection
▪ Consistent customer experience

8. 7
Lockers Guarantee First Time Delivery
Success
REDUCE
COSTS
REDUCE
BASKET
ABANDONMENT
INCREASE
CUSTOMER
LOYALTY
Source: 1 Delivering Consumer Choice: MetaPack: 2016 State of eCommerce Delivery. 2 IMRG UK Click & Collect Review, 2015. 3JDA & Centrino Christmas Pulse Report 2017. 4Temando The State of Shipping in Commerce 2017.
45% of consumers have
abandoned a basket due
to lack of convenient
delivery options1
100% first time delivery
success, reduces queries
& customer service
contact
90% of locker users found
it easy & 84% would use a
locker again2
87% of consumers will
buy again from a retailer
after a positive delivery
experience1
58% of shoppers want
locker collection available
as a shipping option4

9. 8
▪ Looking to expand click and collect options
▪ Launched with InPost – Joint campaign
▪ Products available for collection from a locker outside
normal click & collect and home delivery times
▪ Decathlon’s first ever service based campaign
▪ Homepage carousel, social media, press release etc.
▪ Positive customer feedback-choice/convenience
Our aim is to make sport accessible to the many by providing all year round low prices, convenience and excellent customer
service. InPost lockers will provide our customers a safe, quick and simple way to access our products in nearly 1,200 new
locations. As the lockers are accessible 24/7 it means that our products will be available for collection outside our normal
Click and Collect and home delivery times.
Chris Baggaley, Head of Omni-Channel Operations at
Decathlon UK
Decathlon Offer Collection Outside Opening
Hours

10. 9
Decathlon’s Customer Engagement
Homepage carousel
Facebook cover photo Facebook post
Tweet
Email

11. 10
▪ Looking to enhance shipping options with collection
▪ Launched with InPost Next Day Locker Collection
▪ Customers able to collect outside home delivery times
▪ InPost also part of Boohoo Premier, FREE unlimited Next
Day delivery for a year and Next Day promotions
▪ Joint press release, online, social media
▪ Positive customer feedback-choice
Our customers want fast fashion delivered with speed and convenience, and InPost’s proposition allows us to meet both of
those needs. By offering next day, round-the-clock parcel collection that isn’t confined to normal home delivery times or
opening hours, we are able provide a service that fits seamlessly into the lifestyles of our customers.
Andrew Thomson, e-Commerce Director at
Boohoo
Millennials Offered Next Day Collection by
Boohoo

12. 11
H&B Offer Collection & Returns 24/7
▪ Looking to expand collection options
▪ Launched with InPost – Joint campaign
▪ Customers able to collect orders at a time that suits them
24/7 outside normal click & collect
▪ Customer communication via email, social media, press
release, homepage banner
▪ Positive customer feedback-choice/convenience
Many customers can’t receive any items at work, but would rather pick up their purchases in a location and at a time
that’s convenient for them, e.g. on their way home from the office. The partnership with InPost UK is the perfect solution
for us, as it makes failed deliveries a thing of the past and increases customer satisfaction.
Emma Mead, Director of E-Commerce at Holland &
Barrett

13. 12
THANK YOU
RETAIL WEEK AWARDS SUPPLY CHAIN INITIATIVE FINALIST
VISIT US ON STAND
8

14. 13
Appendix
RETAIL WEEK AWARDS SUPPLY CHAIN INITIATIVE FINALIST

15. 14
The InPost Locker
Dimensions:
2.98m x 2.22m x 0.95m
(with roof)
2.98m x 2.45m x 1.88m
Accessible 24/7/365
Safe & Secure
with 3 CCTV
cameras
Located in well
lit areas with
ample parking
3 Different Box Sizes:
Small 80 x 380 x 640mm
Medium 190 x 380 x
640mm
Large 380 x 380 x 640mm
LED lighting over each
module
Typical layout
Small boxes (24),
Medium boxes (13),
Large boxes (10)

16. 15
Locker Network
Source: 1 Based on the combined populations of Greater London, Birmingham and Manchester of 12m – 2011 Census
Almost 1,200 locations now installed
Average urban customers less than 2 miles
from an InPost locker1
Locker network to grow to 1,600 during
2018

17. 16
Network Partners
Locations
Couriers/Other Partners
petrol
stations
independent
newsagents

18. 17
The Customer Outbound Journey
Item is
purchased
Order is
consolidated
Item is
picked and
packed
Carrier
collects the
parcel
Parcel is
brought to
the depot
and sorted
Item is
collected –
normally
within 6hrs
Consumer Retailer Carrier
Parcel is
delivered to
the chosen
InPost
Locker
“Your parcel is ready for
collection at *locker name*.
Pick it up at your
convenience, you have 3
days to collect your
parcel, don’t miss it!”

19. 18
The Customer Return Journey
Consumer
Retailer
Carrier
Consumer
goes to
retailers
InPost
Returns page
Consumer
fills in
information
and prints
labels
Consumer
deposits
their parcel
in the InPost
Locker
Carrier
collects the
parcel
Parcel is
brought to
the depot
and sorted
Parcel is
delivered to
the retailers
chosen
address