Proactive Tracking Support

At Parcelhub we take care of your delivery performance, so you don’t have to.

At Parcelhub we are dedicated to enhancing your customers’ delivery experience. Our in-house delivery management team take tracking-related queries away from your customer services team, while our ticketing platform provides merchants with full transparency of how we are dealing with your tracking queries, increasing the likelihood of you receiving positive feedback across your sales channels.

Developed in response to customer feedback and market insight, Parcelhub’s Proactive Tracking Support analyses delivery data and identifies non-deliveries and exceptions, helping you:

• Address delivery issues before they escalate
• Reduce ‘Where is my order’ incidents
• Increase your on-time delivery performance
• Enhance overall customer experience

As an add-on to our Multi-Carrier Delivery Solutions, Proactive Tracking Support can be deployed across one or multiple carriers. For each of our carrier partners, we’ve carefully mapped out individual and sequential scan events in the parcel journey to identify deliveries most at risk of failure. Tailored to your business’s requirements, Proactive Tracking Support can identify delivery problems such as address errors, refused or returned parcels, customs problems and repeat delays. Our team of experts then step in to address these issues to prevent failed deliveries, increasing your on-time delivery performance and ensuring a seamless customer experience.

From Parcelhub case study, and customer Andrew Steel,  Company Director at Charles Bentley:

Parcelhub’s Enhanced Delivery Management team proactively deals with over 1,600 tickets raised automatically via its Proactive Tracking Support platform each month. Tickets are raised into the department based on a set of rules configured across all carriers and services on behalf of Charles Bentley including some carriers not directly contracted by Parcelhub. The system is configured to raise an automated ticket based on a set of rules after a certain scan event or a series of scans indicate there may be a problem with the delivery.

Andrew Steel added: “As our business grew we liked the idea of having just one system to monitor and track parcels. Parcelhub provided their software to manage multiple portals to enable this to happen and streamline our customer services operation.” – Read more

How Proactive Tracking Support works for different carriers:

• Each carrier has different tracking patterns and scanning events
• Each service within a carrier has different patterns
• Parcelhub has taken each service by carrier and uniquely mapped them against a ‘Type’ and a ‘Sub Type’, which allows the Parcelhub customer services team to identify and proactively pick up not only problem scans but also sequences of scan events that may result in a parcel being returned

Key benefits of Proactive Tracking Support:

• Allows Parcelhub customer services to proactively monitor your parcels
• Increases success rate of shipments
• Helps avoid Return to Sender incidents
• Reduces tracking queries to customer services
• SMART interceptions can be tailored to your business’s needs
• Increases seller ratings, NPS, customer feedback and carrier experience
• Saves you time, money and resources

Complemented by other Parcelhub benefits:

• Access to ‘pooled volume’ discounted rates from a carefully selected range of carrier partners
• Full use of supplemental features, including address book, pick and pack, manifests and cloned labels
• Label reprinting
• Option to upgrade to Enhanced Delivery Management
• Recipient email and text notifications

Four reasons why you should send your parcels with Parcelhub: