Tag: Parcelforce Worldwide

On-demand business communications providers, NewVoiceMedia have developed an inbound network-based contact centre solution to manage customer interaction for Parcelforce Worldwide’s Customs Charge Recovery System (CCRS). The solution will enable Parcelforce Worldwide’s non-contract customers to pre-pay customs charges on international packages via the telephone or web prior to delivery, saving time for the company and the customers, reducing warehousing costs and improving cash flow.

Presentation at UK EDC by Parcelforce Worldwide.
P:LibraryUK Express Delivery 06dick_stead.ppt

1. Turnover currently £270 million

2. 3-4% pa growth this year

3. now down to 5,000 employees with a plan to get down to 4,000 by 2004/05

4. 70% of top 20 accounts are B 2 C

5. 50% overall B 2 C in business

6. 7% overall unable to effect delivery first time – means 14% for PAD’s

7. Now down to below 9% attrition rate of customers

8. Have taken Rob Peto from GeoPost to install Customer Profitability systems – is doing well with the project

9. Business focus is:

a. B 2 B – currently very close to 3 very large potentials

b. Adding value to the B 2 C package – focus around notification of delivery day and time to the sender

c. Focus on SME’s

d. Bring more flexibility to depot operations

e. International development – have appointed 3 RGM’s re[porting to an International Mgr who reports to Dom McKenna

10. Break even is still the objective by 2004-05 and + £25 million the year after

11. Planning also to sort out some structural issues such as:

a. VAT

b. Interest payment on accumulated losses – costs circa £45 million a year to Parcelforce!