The Power of Intelligent Mail
The Power of Intelligent Mail
Read MoreTag: North America
DHL's Hickler shares views on shipper service, markets
LM: Much has been made of DHL’s commitment to improving customer service in the U.S. How are things going on that front?
HH: The important thing to note is that we are not claiming victory. We are putting a stake in the ground. Our industry—whether it is 3PLs, supply chains, or broader logistics—does not have a Starbucks- or Ritz-Carlton-type equivalent that says this company really gets the customer and is all about driving a better and unique customer experience. That is what we are targeting.
LM: How are you doing that?
HH: By coming in with the realization that customers in general are not thinking that our industry is about the customer. But we think there is a place for that, and our customers are telling us that. Bain & Company surveyed 360 companies and found that 80 percent of those surveyed said their customers were receiving superior service. That means there is a huge mismatch there, and we want to change that in our industry. It is a bold move, but I think that is what our brand stands for, and we have to do things to stand behind that.
LM: What steps need to be taken for DHL to stand behind that belief?
HH: We believe we need to shift from a performance paradigm to one of service. This industry has been one that is all about incredibly high performance levels, whether it is express, package delivery, or overnight. And it is in relation to how our processes are engineered, its relation to the IT capabilities, or just how we can deliver the product. It is a very performance-oriented discussion, and that is ingrained in the actual fabric of the product that the differentiation lies in the service paradigm. Those are the chips needed to get into the game; we need to be highly reliable across all dimensions, but that doesn’t really define anything that would “wow” the customer. That dimension is service.
LM: A lot of attention has been given to the state of our country’s transportation infrastructure, with congestion hitting maximum capacity and politicians and industry associations calling for a “national transportation policy” to address these issues head-on. What needs to happen to move in the right direction?
HH: The issues are the same as they have been since the West Coast labor strike occurred a few years back. The West Coast can very quickly become a bottleneck to transportation throughput, be that port throughput or road or rail infrastructure. In terms of national policy, understanding what the choke points are in how freight flows [for rail and trucking infrastructure component] is critical. From a customer standpoint, there is a lot of dialogue happening around adjusting the movement of goods and the location of distribution centers. They’re also looking at locations on different coasts to hedge themselves against problems. This is as much about customers looking at their supply chains as it is about legislation.
Read MoreUSPS seeks comment on proposed uses of Intelligent Mail barcodes
The US Postal Service is seeking feedback on proposed rules related to the use of Intelligent Mail barcodes.
The notice is expected to be published in the Federal Register sometime in January. Once published, a 45-day comment period will begin.
The Intelligent Mail barcode was developed by the USPS to encode routing and tracking information on mail. While the PostNet barcode only contains the routing code, the Intelligent Mail barcode includes fields that identify the mailer and class of mail, encode special services, and uniquely number each mailpiece.
According to the notice, mailers will have to use one of two proposed options in order to qualify for automation prices for letters and flats as of January 2009. As of this date, automation prices will no longer be available for PostNet barcode users.
The first option, which the USPS is calling “Full Service,” will require that unique Intelligent Mail barcodes be applied to the following three categories: letter and flat mailpieces, handling units such as trays and sacks, and containers. Postage statements and mailing documentation will also need to be submitted electronically. The second option, referred to as “Basic,” will require mailers to use Intelligent Mail barcodes on mailpieces, but not on trays and containers.
In the future, the USPS plans to issue a separate notice addressing mail characteristics impacting machineability and delivery efficiency for letters and flats.
Read MoreEU raises doubt over US trade deal
The high hopes that greeted a transatlantic trade deal ostensibly ending a dispute over online gambling have been almost immediately dashed by a look at the small print.
The European Union last week hailed an agreement with Washington to open up its warehousing, courier and testing service sector as compensation for closing the online gaming market to foreign companies last year.
The Office of the US Trade Representative (USTR) said the US Postal Service had allowed foreign competitors to handle overseas mail for 20 years. All it was doing was making the decision legally binding so it could not be reversed. Sensitive sectors such as domestic delivery and storage at ports and airports would remain closed.
An official added that this had “real value” and the EU agreed. “It gives the sector legal certainty. There is real value in binding the commitments,” said a spokesman for Peter Mandelson, the EU trade commissioner.
However, company officials and their lobbyists on both sides of the Atlantic are not so sure. “To us, this market was already liberalised and we have been operating in it for many years. It is too early to evaluate what long-term benefits this decision would have,” said a spokesman for the German courier.
World Trade Organisation officials said that it was up to the US and trading partners to agree adequate compensation between them. Washington would then notify the WTO of changes to US services commitments.
Read MoreInitiate Systems Teams with Pitney Bowes Group 1 Software
Initiate Systems, Inc., and Group 1 Software, Inc., a Pitney Bowes company, today announced a strategic alliance to jointly market a master data management (MDM) solution. This solution will comprise the Initiate Master Data Service™ Platform for accurate matching and linking of data and Pitney Bowes’ Group 1 customer data quality (CDQ) platform with third party reference data for up-to-date names, addresses and other data.
The combined solution improves the overall value of customer data integration (CDI) and MDM initiatives. Initiate identifies all of the data entities and builds a comprehensive view of the data associated with those entities, while Pitney Bowes helps ensure the address data attributes associated with those entities are correct and up-to-date. This single, accurate, enterprise-wide view of the customer will help companies make better business decisions, strengthen customer relationships and improve the bottom line.
“Combining Pitney Bowes Group 1 Software’s CDQ platform and Initiate Systems’ high-performance, matching and linking software will provide a complete, end-to-end MDM solution for companies seeking to sharpen their business decisions and deepen their customer relationships,” said Christopher Baker, president of Pitney Bowes Group 1 Software. “Improving data quality, integration and management across the enterprise can have an immediate impact on the bottom line.”
Initiate Systems’ President and CEO Bill Conroy said interoperability between the Initiate Master Data Service integration platform and Pitney Bowes’ Group 1 Software CDQ data platform can accelerate the deployment of an integrated MDM solution and the realization of business value from such a project.
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