A multi-million investment to improve customer service at City Link has been signed off by parent Rentokil Initial, and launched with a new real-time product called My City Link.
The product enables customers to track the progress of their parcels exactly two-and-a-half minutes after they have moved. It also allows them to track delivery status in certain regions using the following categories:
- about to be delivered;
- delivery attempted but no one was in;
- deliveries that are unlikely to be delivered that day.
Any customer can access My City Link online; all that is needed is a pin number for the free service. Data is provided by hand-held MC70 devices, which approximately 3,000 City Link drivers have been assigned with to record the movements of goods.
Speaking in London last week for the product launch, Paul Scratchley, head of on-boarding and implementation at City Link, said: "We want to be completely transparent in everything we do, and we are confident enough to open our doors and show what's going on behind them."
City Link claims a six-month pilot of My City Link generated positive results, with customers welcoming the ability to quickly and easily pass on delivery information to their own customers.
The next stage of the customer care investment will go live in Q4, where City Link will be able to send recipients a text message or email giving them an estimated time of delivery.
Partly owing to the improvements in customer communication, the parcel carrier is expecting to return to profitability in the final quality, after an operating loss of £10.7m in the three months to 31 March compared to a £4.4m loss in Q1 2010 (MT 16 May).
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