Managing the ‘eCommerce Christmas’ together
Towards the end of a year where online shopping well and truly accelerated, we’re now in the midst of an unprecedented ‘eCommerce Christmas’. This is the moment to deliver on your customer experience promise – and take the opportunity to retain a growing number of online shoppers in the New Year.
Video: In a high-vis vest, a slim bearded man views crates on conveyor belts. Surrounding the belts are rows of full bookshelves.
Seated, the man is interviewed beside bookcases laden with books.
Text: Wayne Baskin, Deputy CEO & CTO, Booktopia.
The Australia Post logo sits in the bottom right-hand corner of the screen.
Audio: Wayne: In the lead-up to Christmas, I think we're gonna see a bigger peak as we, you know, get closer and closer.
Video: Two male workers scan books. Crates move along a conveyor belt. A male worker collects a book from a shelf, places it in a crate, then moves the crate along a belt. Wayne is interviewed. Another male worker sorts books.
Audio: Wayne: We are lucky that we've got some automation that is coming live in October just before the peak hits. And we're going to be relying on that automation to double our output out of the distribution centres.
A good tip in managing these peak periods is just to take every day as it comes, to make sure that you've got your customer promise right, and that you don't try overexceed what your capabilities are.
Making sure that you're only getting the number of sales through the door that you can actually service is very important, not to disappoint your customers.
Video: Australia Post parcel boxes are stacked. A tall warehouse lifting vehicle reverses between a narrow gap flanked by high shelves.
An Australia Post truck leaves a facility. A forklift loads parcels in cages into a truck.
Wayne is interviewed.
Audio: Wayne: Providing Australia Post with our forecasts and our planning is really important, and it allows them to help us during peak periods. Letting them know the number of trucks we need, the number of cages we need, even the number of parcels that will be coming into their facilities, we find really helps them plan for our throughput.
Video: In his vest, Wayne moves through the warehouse. He greets workers. He views crates by an Australia Post box.
Audio: Wayne. It's extremely exciting - I'm looking forward to it and we're looking forward to the challenges that it's gonna throw at us, but hopefully the peaks we've seen through March, April, May, and now August, September, are gonna leave us in good stead for the Christmas peak.
Video: Workers load parcels into an Australia Post van.
Text: Delivering for Business. Delivering for Australia.
The Australia Post logo appears on a red screen above the URL: auspost.com.au/business
Audio: Female voiceover: Delivering for Business. Delivering for Australia. Australia Post.
- A forecast record $4 billion in online spend is expected to make Christmas 2020 Australia’s largest online shopping event ever1
- Australia Post has increased network capacity in anticipation of further volume growth
- How you present your parcels can impact how efficiently they move through our network
Preparing for peaks and surges in online shopping: a strategic toolkit for your business provides practical information on best practice parcel preparation to help get parcels to your customers as quickly as possible.