KTSM Technologies

Tag: Tech

  • Boosting customer satisfaction with agnostic parcel locker software

    Boosting customer satisfaction with agnostic parcel locker software

    Customer satisfaction is a priority that no brand can ignore. With high expectations for convenience, flexibility, and reliability, customers need more than just a timely delivery—they want a seamless experience that’s easy to navigate, meets their environmental values, and adapts to their needs. Smartmile’s agnostic parcel locker software is at the center of this shift, bringing together different brands, couriers, and retailers under one flexible locker network that meets customers exactly where they are.

    Why customer satisfaction is changing in logistics

    Modern customers expect a lot more than just a package delivered on time – they want the delivery process to work around their schedules and locations. Traditional, single-courier lockers often limit flexibility, leading customers to make multiple trips for different deliveries. With Smartmile’s agnostic software, brands can set up a shared system where different couriers and brands operate in a single, accessible locker network.

    As environmental responsibility becomes increasingly important, shared lockers offer a sustainable solution by cutting redundant delivery trips. Did you know? Many consumers prefer to buy from brands that take action on sustainability, favoring companies that make eco-friendly practices visible in their operations. By consolidating deliveries, shared lockers provide a practical way for brands to demonstrate this commitment, building customer loyalty and enhancing the brand image.

    How shared lockers enhance the customer experience

    Smartmile’s software makes managing agnostic locker networks easy for brands, providing centralized convenience that streamlines the customer experience. With an investment in lockers and Smartmile’s platform, retailers can create a seamless pickup and return experience. Here’s what this approach means in practice:

    • All parcels in one place: Customers can pick up all their parcels at a single, central location, regardless of which courier is delivering. This centralized hub cuts out the hassle of multiple pick-ups and makes it easier for people to integrate parcel collection into their daily routines.
    • Simplified returns: While returns can involve coordination for payment and courier requirements, Smartmile’s platform helps make this process smoother by supporting multiple couriers in a single network. This means customers can manage their returns more conveniently, fostering loyalty through a streamlined experience.
    • Eco-friendly options: agnostic lockers minimizes unnecessary courier trips by consolidating deliveries in one shared locker. This approach reduces the number of trips needed, cuts down on fuel use, and aligns with sustainability goals—appealing to a growing customer base that values eco-friendly logistics.

     

    Real-time notifications: With Smartmile’s technology, customers can receive real-time branded updates on parcel status, regardless of which courier is handling the delivery. This transparency helps build trust and keeps the customer in the loop, a key factor in a positive brand experience.

    Real impact: Simplifying logistics for brands

    For retail brands balancing multiple courier partnerships, traditional logistics can mean scattered pick-up points and fragmented customer experiences. Smartmile’s platform connects all these moving parts together in one efficient, shared locker system. This setup allows a retail brand to manage its own lockers and offer a single, unified experience without having to overhaul their existing logistics structure.

    Imagine a retail chain operating in a busy metropolitan area. Before using Smartmile’s platform, customers had to navigate a maze of courier pick-up locations, often wasting time. With Smartmile’s agnostic software, however, the retailer can set up a locker network where all couriers collaborate at a single location, so customers know exactly where to go, every time. The result? A simpler experience for customers, fewer missed deliveries, and more touchpoints to reinforce the retailer’s brand quality and convenience.

    This approach not only improves the customer journey but also reduces operational complexity for brands, allowing them to provide seamless delivery and return options that align with customer expectations.

    Smartmile tech: Integration without the stress

    Smartmile’s platform integrates with existing courier and retail systems, making it straightforward for brands to bring agnostic lockers into their last-mile setup. It’s compatible with different locker hardware, so brands can set up a unified network without replacing their current setups.

    Here’s how Smartmile’s tech makes it happen:

    • API-first architecture: Smartmile’s API connects to any system, enabling seamless communication and synchronization.
    • Hardware compatibility: From large lockers outside to smaller setups indoors, Smartmile’s software works across a range of hardware options. Brands have the flexibility to expand where it makes the most sense.
    • Actionable insights: With Smartmile, retailers get data that matters—tracking usage patterns, optimizing locker placement, and improving operations. Knowing what works (and what doesn’t) can transform delivery into a customer-focused service.

    Built for changing regulations—and greener logistics

    As more urban areas push for shared locker systems to reduce traffic and emissions, Smartmile’s platform keeps brands aligned with these goals. Shared lockers cut back on redundant trips and support a greener delivery process. Brands can showcase their commitment to sustainability—a factor that many customers value, further strengthening loyalty and brand trust.

    The takeaway: Customer satisfaction, streamlined

    Customer satisfaction isn’t just a box to check; it’s a powerful way to stand out. Smartmile’s agnostic parcel locker software makes it easier for brands to offer streamlined, flexible delivery options, meeting modern consumer expectations while reducing environmental impact.

    Interested in learning how Smartmile can streamline your delivery process? Follow us on LinkedIn for the latest insights and visit our blog for in-depth articles on customer-focused logistics solutions.

  • How Smartmile’s platform empowers retailers to control their brand from webstore to locker

    How Smartmile’s platform empowers retailers to control their brand from webstore to locker

    In a world where convenience is king, retailers face the challenge of ensuring their last-mile delivery doesn’t just meet expectations but exceeds them. This isn’t just about delivering a package; it’s about crafting a journey that resonates with customers from the moment they hit “buy” to the moment they pick up their order.

    As we speak, couriers transition more and more from manned parcel desks with retail partners to renting floor space to place parcel lockers. As a result the last mile experience is changing, and building a direct consumer relationship becomes even harder for retail.

    Turning the roles around: Ownership of the Last-mile

    Traditionally, retailers have joined existing locker networks, relying on external partners to handle deliveries. But why not turn the roles around? By investing in your own lockers, you gain full control over the customer experience—from brand presence to profitability.

    With the right technology, investing in lockers becomes  not only strategic but also easy and smooth. When retailers take ownership of the lockers, they don’t just participate in the last-mile ecosystem—they lead it, transforming what was once a cost center into a revenue-generating asset.

    Turning the roles around: Ownership of the Last-mile

    Traditionally, retailers have joined existing locker networks, relying on external partners to handle deliveries. But why not turn the roles around? By investing in your own lockers, you gain full control over the customer experience—from brand presence to profitability.

    With the right technology, investing in lockers becomes  not only strategic but also easy and smooth. When retailers take ownership of the lockers, they don’t just participate in the last-mile ecosystem—they lead it, transforming what was once a cost center into a revenue-generating asset.

    Seamless integration: Your tech’s new best friend

    So, if you consider taking ownership of parcel lockers, what is the biggest hurdle to overcome?

    Locker networks come with a plethora of different systems that have to connect. It starts with the actual software of the lockers that controls things like locks and scanners, then there is your own webstore set up, and your courier partners systems. The deeper you dive into the technological noodle soup behind the screens the harder it becomes to swallow.

    To take control over lockers, in an ideal world you would look for the right partner. A company with experience in locker operations and a flexible technology that makes connecting multiple services easy and who takes care of the entire stress around that. This way, you can focus on what you want your lockers to be, strive for a higher standard, and trust that your partner can shape the solution exactly like that. Focus first on the customer journey from your webstore to your locker and guarantee a part of capacity for this stream. 

    In that journey, shape the exact notifications and feelings you want to foster, regardless of the different integrated courier partners in the background. This way your courier partners focus on what they excel at, smooth logistics, and you control what is the core value for you, how your customer and brand connect during the process. Expand services of your lockers beyond the expected. Launch product giveaways, return marketplaces, limited edition reveals, and loyalty programs through your lockers. 

    Beside your own volume, integrate the full courier systems and become a pick up point for their other volume. You drive traffic to your store and set the terms for profit. 

    Smartmile offers the software to unlock the full potential of parcel lockers— We make it easy for you to take control. No lengthy training sessions or complicated transitions. A system that can connect any, leverages your current tech while unlocking exciting new features that elevate your logistics game.

    Customer experience: The heart of the matter

    Let’s face it—no one likes a confusing pickup process. Clarity is crucial when it comes to delivery, and Smartmile makes it easy for retailers to manage every touchpoint in the customer journey. With our platform, communications are clear, branded, and informative. Imagine a shopper eagerly awaiting their package, receiving timely updates that keep them engaged. This transparency not only builds excitement but also enhances the overall shopping experience.

    And let’s not forget the power of personalization! With Smartmile, you can customize notifications to reflect your brand’s unique voice, fostering a deeper connection with your customers. When they see your branding at every turn, it reinforces their choice to shop with you.

    By taking ownership of the physical pick up locker, every journey ends with your brand. 

    Trust is your best asset

    Consistency is key in building a customer brand relationship. When customers know they can rely on your brand for timely deliveries, they’re more likely to come back for more. With our agnostic locker systems, you can offer convenient pickup options, with all necessary notifications in your brand, regardless of the courier handling the delivery.

    This flexibility positions you as a trustworthy choice in a competitive market. When customers feel confident in your brand’s reliability, their loyalty grows.

    Measurable ROI: The Smartmile advantage

    Investing in logistics should lead to tangible returns—not just a way to keep your packages moving. Smartmile’s platform is designed to deliver significant cost savings and efficiency gains. Our lockers can result in a 12% cost reduction for couriers compared to traditional home delivery methods.

    Additionally, if you compare the revenue from renting out space for lockers in your store to owning the lockers and charging couriers for using them, you could earn 20-30% more profit.

    The future is here: Elevate your last-mile strategy

    Smartmile is more than just a logistics solution; it’s a game-changer that empowers retailers to take charge of their brand at every step of the journey. By embracing seamless integration, prioritizing customer experience, and delivering measurable ROI, Smartmile helps retailers navigate the complexities of today’s fast-paced retail environment. And you might unlock unexpected revenue streams.

    Whether you choose to invest in lockers or work with Smartmile and courier partners, our platform offers solutions that adapt to your needs.

    Are you ready to redefine your locker delivery strategy and elevate your brand to new heights? Discover how Smartmile can transform your logistics operations and keep your customers smiling from webstore to locker.

    Let’s take this journey together!

  • Why last-mile delivery is costing more for your brand than you think

    Why last-mile delivery is costing more for your brand than you think

    Last-mile delivery is where customer expectations come to life. It’s the final step in the logistics journey, and it plays a critical role in shaping your brand’s reputation. But while it’s essential for a smooth customer journey, it can also be a silent contributor to rising costs. 

    Many businesses aren’t fully aware of how much money gets tied up in this phase of logistics. Under the pressure of reducing costs and keeping up with rising e-commerce volumes, the transition from home delivery to parcel locker pickup points is in full speed. Yet with this cost-effective switch to automation, are we decreasing value in other areas of the customer retention game? What exactly are the hidden costs of outsourced parcel lockers, and how can you address them before they start eating into your margins? 

    The hidden costs that pile up

    While fuel, labor, and other obvious costs are easy to track, quality locker delivery often carries hidden financial burdens. For example, managing multiple couriers might seem like a smart strategy for flexibility and coverage, but it can quickly lead to chaos. Each courier has its own systems and processes, resulting in increased complexity and potential delays.

    When you introduce parcel lockers in your stores with the expectation of boosting foot traffic and cutting costs, you could unintentionally send customers to competitors if these lockers are managed by different companies. Separate lockers don’t share capacity. Customers may encounter full lockers and have no choice but to seek alternatives, disrupting their experience and weakening their loyalty to your brand. And all of that while the locker standing next to it might be empty (this happens a lot in mature locker markets like Finland).

    Implementing an agnostic locker system can help streamline operations, as these lockers can be 12% cheaper for couriers compared to home delivery. However, the real benefits hinge on effectively designing the consumer experience around these lockers. If the process isn’t thoughtfully structured, you risk frustrating customers, diminishing brand value and undermining the important relationship you’re trying to build with your customers.

    The customer journey matters

    The experience a customer has when picking up a package plays a crucial role in shaping their perception of your brand. Picture this: You order a product online, only to receive a generic email from the courier that lacks any brand mention. Suddenly, you feel anxious about where to pickup your order. Navigating multiple lockers can turn a simple pickup into a frustrating experience.

    Worse yet, when customers encounter a retailer who seems overwhelmed and grumpy due to constant inquiries about the lockers, it can significantly dampen their experience.  And because these lockers in-store are owned by courier partners, in-store personnel are often lost on how to answer questions. These scenarios can leave customers feeling disconnected from your brand, underwhelmed by your service in-store, making them more likely to choose a competitor next time, thus undermining the trust and loyalty you’ve worked hard to build.

    The bigger picture: Your brand’s reputation

    It’s not just your budget that’s at risk. An inconsistent parcel locker process can damage your brand’s reputation. Today’s customers have high expectations for fast and reliable delivery. If your service is inconsistent—whether through delays, missed deliveries, or damaged goods—it can quickly erode customer trust. This, in turn, leads to negative reviews, lower customer retention rates, and even brand damage that can be hard to reverse.

    Imagine instead of outsourcing the lockers in your stores, you take ownership. A seamless, well-managed locker operation designed for your customers and brand does more than ensure timely deliveries—it delivers on your brand’s promise. Consistent, reliable delivery experiences build customer loyalty and strengthen your reputation in a competitive marketplace. 

    Owning the lockers does not mean you have to arrange your own logistics, we simply suggest changing the ownership of the physical machines and the customer-facing brand.. Connect your courier partners and let them handle the part they are incredibly good at while placing your brand and customer experience front and center.

    Ensuring that your locker logistics align with customer expectations is key to maintaining this positive relationship and standing out from the competition. When you control the delivery process, you ensure that your brand is consistently delivering on the promises it makes.

    Conclusion

    Lockers should enhance efficiency, not complicate the customer experience. By taking control of your lockers, you can still collaborate with your logistics partners but ensure a consistent and seamless experience from order to pickup. Rethinking how you manage parcel locker delivery can turn a logistical challenge into a strategic advantage, enhancing your brand’s promise and ensuring every customer interaction reinforces that promise.

    Curious how you can streamline last-mile delivery and keep customers happy? Stay tuned for actionable insights in our upcoming posts!

    In the meantime, follow us on LinkedIn for sneak peeks and browse our past blogs for more insights.

  • The visionary retail leader’s guide to parcel lockers and the future of last-mile delivery

    A catalyst for innovation: The Deliver event and the future of last-mile delivery

    The recent Deliver event was a hub for retail and supply chain leaders to explore the fast-changing world of last-mile delivery.

    This event brought together all kinds of people—from big retailers and startups to top logistics providers and tech companies. One hot topic was how parcel lockers are changing in the omnichannel retail world.

    A flawed model: The problems with traditional courier-owned lockers

    For many retailers, parcel lockers are tied to courier services. This setup means relying on couriers for the delivery infrastructure, management, and customer experience. While it might seem convenient at first, it actually limits retailers, especially those who want to control and optimise their customer experience.

    First, courier-owned lockers lack flexibility. They can’t be customised to fit a retailer’s brand or customer service needs. This restricts retailers in branding, service offerings, and system integration. They can’t personalise the locker experience or tailor it to their customers, which can hurt sales.

    Second, relying on couriers for locker management means retailers can’t prioritise their own logistics needs. They have little control over Click & Collect fulfilment within the locker network. Plus, limited data on locker usage makes it hard to optimise operations and find new revenue opportunities.

    Let’s frame lockers differently: Lockers 2.0 is a shift in control

    Let’s challenge this traditional model. At Deliver, we talked about how retailers can take ownership of the lockers instead and build the entire experience, not just couriers. This shift lets retailers turn lockers into strategic service hubs that boost their brand and improve customer convenience.

    Lockers 2.0 represents a new era where retailers are in charge. This approach offers several benefits:

    Brand ownership and control: Retailers can use Lockers 2.0 to create a consistent, branded touchpoint. They can control everything from locker design and user interface to pick-up notifications and marketing opportunities, ensuring a seamless brand experience.

    Prioritised Click & Collect and In-Store logistics: Lockers 2.0 lets retailers streamline in-store operations by prioritising Click & Collect within their own network. This improves efficiency and drives valuable in-store traffic.

    Data-driven insights and optimization: By owning the locker ecosystem, retailers get valuable data on locker usage and pick-up behaviour. This data can be used to optimise locker locations, tailor services, and personalise the customer experience, boosting satisfaction and loyalty.

    Capacity and profit optimisation: Instead of installing several different lockers with different service models in retail stores, retailers could launch one big locker and capacity of connected services can dynamically overlap. Holistic profit optimisation becomes possible with the right neutral technology. The user interface could be split into separate environments with adapted user flows for individual couriers. 

    Unveiling the Power of Lockers 2.0: A Boon for retailers

    Lockers 2.0 isn’t just about shifting control from couriers to retailers. It unlocks a host of benefits, empowering retailers to redefine customer experience and find new revenue streams:

    Enhanced customer convenience and flexibility: Retailers can offer 24/7 self-service options, meeting busy lifestyles and exceeding customer expectations. Contactless returns through lockers also streamline the return process.

    Unlocking revenue streams: Lockers 2.0 can be more than just delivery points. Retailers can charge for locker pick-ups or offer premium services like expedited pick-up options. They can also integrate targeted sales within the lockers, opening up new revenue opportunities.

    Driving in-store traffic: Lockers 2.0 bridge online and in-store experiences. Customers picking up from lockers can be exposed to additional products and promotions, potentially boosting in-store sales.

    Sparking innovation and collaboration: A catalyst for the future

    Lockers 2.0 goes beyond immediate benefits. This approach drives innovation and collaboration in retail:

    Embrace emerging technologies: Lockers 2.0 software integrates with cutting-edge technologies management and makes endless innovation an opportunity, keeping retailers ahead of the curve.

    Foster collaboration: With Lockers 2.0, retailers can connect with a wide range of partners, including other retailers, delivery providers, and even C2C marketplaces. This fosters collaboration and opens up new service offerings and revenue streams.

    The possibilities with Lockers 2.0 are endless. We’re excited about the future and the opportunities it brings for retailers to redefine the customer experience.

    What’s next?

    We designed our software license to make Lockers 2.0 possible. Want to know how it can transform your retail operations? Reach out to us to discover more about how Lockers 2.0 can help you stay ahead in the ever-evolving retail landscape!

  • Brainstorm how to build the optimal locker capacity feature.

    Brainstorm how to build the optimal locker capacity feature.

    In times when new technologies such as self-learning optimization software and AI are leading innovation, we wonder how we could use similar intelligence to transform our industry—especially seeing that while Lockers are great for future-proof OOH delivery, they have challenges of their own. Lockers have limited space, and especially shared lockers are unpredictable. As a result, couriers cope with parcel overflow, which causes inefficient re-routing of parcels, resulting in higher CO2 emissions and increased costs. For customers, full lockers are also frustrating. Space for in-door lockers is also not endless. We have to look at how we can optimize the locker space and use each compartment best. It got our R&D heads spinning; could we expand our software with an intelligent locker capacity feature?

    In this article, you get a glimpse into our thought process. A well-thought-out reservation feature that maintains the agnostic nature of the system can lead to a future of truly smart capacity optimization.

    The base for a locker capacity feature lies in empowering smart capacity booking

    Let’s start our brainstorming from a simple base: What if we developed the ability to reserve compartments? One of the biggest advantages of reserving is the ability to plan what to deliver. By allowing couriers to announce their parcels ahead of time and reserve part of the locker space, they know exactly which parcels to take where before departing from sorting centers. By securing reservations, we can prevent instances of overflow. This means fewer instances where parcels need to be redirected to different locations, thus streamlining the entire delivery process.

    Moreover, when we use lockers efficiently through the capacity reservation, it can prevent out-of-route kilometres. Couriers can plan their deliveries with certainty, ensuring that they do not waste time and resources on unnecessary detours. This optimized route planning reduces the carbon footprint of the entire delivery process, leading to lower CO2 emissions and a positive impact on the environment.

    How to maintain the agnostic nature of a locker when developing a locker capacity feature

    For agnostic parcel lockers, maintaining their neutral nature is the most important. In developing a reservation feature for agnostic lockers, we have to make sure that it does not compromise the shared nature of the system and treats all connected partners fairly. Here are some key considerations for our design brainstorm.

    1. The reservation feature should follow industry standards to ensure compatibility with all major courier services.
    2. The announcements of parcel loads should be timed fairly, or we should realize a type of split within the system set to a maximum amount of compartments reservable per operator.

    By following widely accepted protocols and levelling / partly restricting reservation freedom, we can protect the agnostic nature of the lockers, allowing seamless integration with diverse courier networks.

    What else?

    1. Data security, of course. The software should have the ability to set up clear data separation and a locker space split. Not only to uphold GDPR standards but also to ensure innovations in retail or sustainability can continue to be part of the locker ecosystem. In a way, we have to allocate a suitable amount of space and compartments per service or feature.
    2. The reservation feature should be designed to accommodate future advancements in technology and capacity optimization. A scalable and adaptable design ensures that the system remains relevant and functional as the delivery landscape evolves.

    Last of all, what about consumers? If all compartments are reserved and thus blocked for use, customer experience plummets.

    1. Compartments reserved yet empty should be categorized per courier company. The empty compartments should remain accessible for customers’ returns or shipments. Reservations should also be kept for only a limited amount of time.

    With the base considered, let’s add a dash of innovation.

    The integration of capacity reservation in agnostic lockers is just the beginning of our journey toward smarter capacity optimization. As the technology evolves, our R&D heads are already spinning up a 2.0 version of our capacity feature that considers various factors for an even better ecosystem. What could we have our system learn and track to optimize itself over time?

    1. Predicting consumer behavioural patterns: Setting up advanced machine learning algorithms to analyze consumer behaviour and predict peak usage times. By understanding when lockers are most likely used, the system can allocate capacity accordingly, reducing the risk of overflow. It could also send timely suggestions for a better split of reservation requests. 
    2. Inter-ecosystem communication. Instead of looking at locations in isolation, we should approach capacity management as a network tool. Having locations share capacity updates dynamically. The system could come up with alternative distributions of parcels to create the optimal level of capacity guarantee. These suggestions could incorporate consumer feedback either given in advance at check out or requested in real-time.  
    3. Courier schedules: Integrating real-time courier schedules enables the system to optimize the delivery routes based on courier availability and workload, further streamlining the delivery process.
    4. Integrating traffic updates and route planning: Incorporating live traffic updates and intelligent route planning can help couriers avoid congested areas, reducing delivery time and CO2 emissions.
    5. Weather forecasting: Imagine we could protect our customers from biking through the rain. Systems could suggest the best time frame to pick up parcels with the lowest chance of needing an umbrella.
    6. Overselling capacity especially optimized around the peak season: A truly smart capacity optimization system can ideally oversell capacity based on historical usage patterns and predictive models. This approach minimizes instances of unused capacity and maximizes locker utilization, benefiting both courier companies and locker operators. Especially during the peak season, we have to use our machines the best we can.

    Will it be worth it? Benefits of launching capacity reservation or optimization features across an ecosystem of agnostic lockers

    Having a network of agnostic lockers across a city, all utilizing the same technology and capacity reservation feature, offers huge advantages:

    Seamless capacity sharing: A network is stronger when connected. With capacity data sharing among lockers, an overflowing locker can automatically suggest forwarding overflow to nearby lockers within the ecosystem. This ensures that no parcels are left stranded, providing an unmatched reliable service.

    Resource optimization: Shared data enables better resource management, allowing locker operators to allocate resources efficiently and cater to varying demands in different areas, for example, retail solutions. 

    Optimal revenue potential: By implementing capacity intelligence across a network, the network can reach its highest capacity potential, and so increase the revenue of network operators. 

    Enhanced user experience: There is nothing more frustrating than having your parcel re-routed to an inconvenient location or postponed for delivery. If we part-eliminate these events and, where impossible to eliminate, notify the customer in time, maybe even ask for their preferred re-direction location, we can achieve unmet customer satisfaction, encouraging more consumers to use these smart lockers for their deliveries.

    All in all, with the proper consideration, a deep understanding of how locker networks work and are used, and a dash of tech brilliance, we could build a better ecosystem.

    Do you have some final words? Well… yea

    Developing a locker capacity feature in agnostic parcel lockers is the next best step towards smarter capacity optimization in last-mile delivery. It pushes beyond the boundaries of lockers (something we love doing at Smartmile). By reducing parcel overflow, re-routing, and CO2 emissions, the reservation feature could bring undeniable benefits to courier companies, consumers, and the environment.

    We are thrilled to share that we have secretly started on this journey. But this is, of course, incredibly secret stuff;). Learning lots from our Courier partners, we started out developing unique system capabilities for our secret sauce. With this article, you get a glimpse of what is going on inside our magic minds.

    Let’s join forces and embrace the power of modern technology, break free from the constraints of the past, and create a future where delivery is a true asset to us all.  Follow our updates on Linkedin or read our past blog posts to bridge the time!

  • The Power of Agnostic Parcel Lockers and Smart Software

    The Power of Agnostic Parcel Lockers and Smart Software

    E-commerce has experienced insane growth, and this trend shows no signs of slowing down. Yet, with the boost in e-commerce comes the challenge of handling a truckload of packages. As a result, the traditional last-mile delivery system, involving delivery vans and couriers, has been strained to its limits. In major European cities, congested traffic, parking difficulties, and strict environmental regulations further complicate the timely delivery of packages and the current method of doing so. Cutting to the chase, the traditional way we deliver cannot continue as is. Luckily, new innovations such as agnostic parcel lockers made it to market. But what makes them succeed?

    Delivery Efficiency through Agnostic Parcel Lockers

    Agnostic parcel lockers entered the stage as an effective solution to optimize the last-mile delivery process in Europe. Lockers are designed to accept parcels from any courier, irrespective of the courier company. Their versatility and accessibility (aka 24/7) make them a practical alternative to traditional delivery methods, especially in urban areas with high population densities.

    The key advantage of agnostic parcel lockers is their ability to integrate multiple couriers into a single delivery point. With a unified platform, customers can receive packages from different e-commerce platforms and courier services in a single locker. This integration streamlines the delivery process, reducing the number of stops for delivery personnel and minimizing overall delivery time. The logic is simple: four orders could either be four visits to different PUDOs or just one to an agnostic locker. Agnostic lockers respect our complex lives, understanding that we have better things to do than wait around for our parcels to arrive. Placed at convenient spots like grocery stores and malls, these metal or wood wonders make your package pickup a smooth part of your shopping spree. Especially in mature markets, like Finland, where lockers are “normal,” customers prefer picking up everything at one location. To them, it does not matter whether there is an agnostic locker nearby or a PUDO that accepts multiple courier parcels. What matters is convenience, control and, for some, the environment. We expect that with increasing consumer awareness, similar behaviour will show across the globe.

    Lastly, and one of the reasons why we focus our software platform on limitless integration, truly agnostic parcel lockers can optimize delivery routes and minimize failed attempts, cutting costs for courier companies, especially if we develop technology to push the capacity of lockers. Fewer delivery trucks on the road mean a smaller carbon footprint. An efficient process also has a higher potential to reduce costs. Mother Earth approves!

    The must-haves agnostic parcel locker software providers should strive for

    While agnostic parcel lockers have great potential, their success heavily relies on implementing a sophisticated software solution behind the screens. The software is the locker system’s backbone, managing critical processes, machine operation, data, and user interactions. Let’s delve into the crucial aspects where great software could play a pivotal role:

    1. Lightning-fast user interfaces that even your three-year-old can navigate with ease, 
    2. Real-time tracking and notifications keep customers in the loop. This feature enhances transparency and lets recipients plan their pickups conveniently, increasing the ability to combine trips and reduce their footprint.
    3. System flexibility to be able to connect an endless amount of (courier) systems
    4. High-level security with encrypted data and rock-solid authentication is essential to protect both customers, partners, and packages.

    Besides its impact potential in e-commerce, we believe that agnostic lockers should play directly into emerging trends, like the new frontiers – Customer to Customer (C2C) retail and re-commerce. With the rise of platforms enabling individuals to sell and buy from each other, lockers are stepping up to create smooth and secure transactions. So, anyone developing locker software would have to extend its software capabilities to host services beyond parcel exchange. Imagine selling that vintage jacket you thrifted online, and instead of worrying about leaving it on your porch, you pop it into a nearby parcel locker. The buyer gets a unique code, and voilà – they grab their new statement piece from the locker without missing a beat. It’s the future of C2C retail and changing the game.

    A limited number of winners on stage

    But here is the deal: not every company out there has what it takes to nail the software game. It is a tough nut to crack! It requires a blend of tech wizardry, creative brilliance, and a deep understanding of customer needs to cook up the perfect software solution / secret sauce. The key to success is to have software able to connect any locker type, any delivery or commerce stakeholder, and have all touchpoints for OOH delivery and customer work together. Only a handful of trailblazing companies possess the software capabilities to succeed in this competitive arena. If you stumble upon an agnostic parcel locker system backed by killer software, we advise you not to hesitate and dive deeper into the software wizards behind it. If it comes with a team looking already beyond agnostic lockers into fixing the outdated technological base of delivery itself, you know you have hit the jackpot. 

    In a world where customer convenience is king, the pressure is on to deliver packages faster and more efficiently. Agnostic parcel lockers, empowered by advanced software, are a huge part of the secret sauce to this delivery revolution. With seamless integration of multiple couriers, 24/7 accessibility, cost-efficiency, and environmental benefits, these lockers are leading a new era of delivery convenience. As we look ahead, the potential of parcel lockers should be leveraged, especially in the realm of C2C retail, impact services, and re-commerce; however, the full solution of the last mile lies in the hands of companies that see agnostic lockers as the first step in their plan to change the world. By embracing the power of agnostic parcel lockers and staying ahead in the tech game, Europe can become a delivery ecosystem that can thrive and delight customers across the continent. Feel free to contact our team for an introduction to our software solution. 

    To end, we want to beg the question: Should we do more and fix delivery at its technological foundation? That is a read for next week. Follow our updates on Linkedin or read our past blog posts to bridge the time!

    TLTR

    • E-commerce has experienced insane growth over the past decade, and this trend shows no signs of slowing down.
    • Agnostic parcel lockers entered the stage as an effective solution to optimize the last-mile delivery process,
    • The key advantage of agnostic parcel lockers is their ability to integrate multiple carriers into a single delivery point, but they also have great potential in emerging trends like C2C and re-commerce if the software allows.
    • The success of agnostic systems stands and falls with the software behind the screens. Only a handful of trailblazing companies have quality software solutions and a future-oriented design.
    • We spark a new perspective to fix delivery at its foundation for next week’s read.
  • How to turn parcel machines into ecosystems connecting the last mile

    How to turn parcel machines into ecosystems connecting the last mile

    Before diving into how we turn parcel machines into ecosystems, we would like to start off with a quote.

    A wise wizard once told the creatives from Smartmile:

    “We are only as strong as we are united and as weak as we are divided.”

    – Albus Dumbledore

     (Yep, some of our members quote him daily)

    Even though these are words by a fictional character with no concrete standing in the last mile, they hold a wicked truth. 

    The last mile includes several stakeholders worldwide: multiple courier companies, locker networks, local retailers, online stores, and billions of e-shoppers. They all make choices that affect the last mile and its footprint, inefficiency and costs. But don’t worry; all stakeholders also hold a part of the solution.  

    At Smartmile, we share one core belief: because so many stakeholders are involved in the last mile, we can only change it by getting every stakeholder to connect in a shared solution. 

    Our founders: Aku, master of the parcel lockers, and Steffen, king of software, combined their strengths, found a team, and set out to build the first neutral basis for the last mile. Turning parcel machines into ecosystems with software to integrate any last mile stakeholder worldwide and make it easy for them to collaborate.

    How did we create this core technology? What makes it such a tricky business? And what will we do next?

    Step 1: The magic of turning any parcel machines into ecosystems— our hardware-independent software platform.

    At the core, we are sustainable and made this mindset part of our solution design. When we developed our software, we wanted to ensure we could work with local machine suppliers across the globe, sourcing our hardware with minimal footprint while overcoming supply chain challenges. 

    Our team created an “abstraction layer” that takes the essential software running on any parcel machine, all machine software setups being inherently different, and abstract it to run our software without any problem.

    This means we can run our full technology on any machine provider and all their machine types, from small indoor (wooden) lockers to huge, fully automated robotic devices.

    Little did we know, there are even more upsides to hardware independence. Imagine expanding by 100 machines in two months; finding a supplier with the same amount of machine stock readily available can take time. This level of agility, however, was a must for us. By working with any machine supplier, we get to minimize dependency on single players and find the best machines or combinations of machines to get the job done. 

    There is a third advantage to hardware independence laying at the heart of our customer experience. We mix and match machine types across our ecosystems, but by launching the same system on all of them, we create the same user experience and integrations anywhere. If any parcel machine worldwide had the same user interface and easy experience, customers would only have to get used to one way of navigating parcel machines instead of making customers deal with numerous different ways of operating.  

    More recently, we have been exploring the potential in being able to run our software on existing networks. 

    With hardware independence, how any network worldwide is built up becomes almost irrelevant. We can abstract the hardware and run our software easily.

    Welcoming new providers to our machine portfolio takes approximately a day, depending on the readiness of the partner technology and documentation. So far, we have integrated eleven manufacturers and fifteen different machine models.

    Step 2: Chameleon powers activate to integrate any courier, retailer, or impact partner. We all have great solutions to combine.

    To turn parcel machines into ecosystems with connected stakeholders getting a hold of the footprint and flows across the industry, our lockers must be able to connect any system—the core challenge in solving the last mile. Any courier system, e-commerce setup, or retail system is different because there are a million roads leading to the Rome we call software development. 

    We, as creatives, like to describe our system as a magical chameleon or a superhero translator able to understand any accent, language, or slang you throw at it and communicate back with ready-made, multi-language responses. We talked it over with Fabian, and this creative description is close to the truth. 

    Our system can abstract partner systems and distill the required information set to create a flexible communications bridge. Because of the abstraction, it does not matter which system or language any partner tools run. By being this flexible in understanding and communicating, any collaboration or function between our’s and our partner’s systems is possible.

    We are pretty thrilled we get to keep our magical chameleon metaphor and even more thrilled to find out that this chameleon cannot only talk to any system, but Fabian and the team also equipped it with a special toolbelt. This toolbelt comprises a template language and a low- to no-code development flow. In short, building integrations for our team is almost as easy as playing Tetris.

    To build a new integration, we first meet with our partners, discuss how to exchange data best, establish system communication, and determine the user flows and functionalities to offer. We simply have to configure templated actions, events and triggers through this toolbelt. After that, we roll out a pilot on a set of hubs or a smaller area. Once the pilot runs smoothly, we push it nationally or internationally. 

    Because of the Smartmile system, creativity is limitless; our partner ecosystem can design any service just like a chameleon, changing to any necessary colour pattern to fit into its environment.

    Step 3: How we make designing new services easy.

    Building new services can be a part of integrations, so we made it easy and low-code. We can add new service flows to any of our integrations. Communication between systems is already established, and our templated low- to no-code approach  makes creative service design barrier-free. 

    It is, again, only a matter of configuring the right pre-templated actions, triggers, and events. For example, couriers loading parcels, customers picking up, scanning return labels, or logging in using QR codes.

    But we can also realize more innovative services through our parcel lockers, such as opening compartments for collecting donations, exchanging products directly between a local retailer and a customer, returning reusable packaging, building a locker-based marketplace, and more.

    Any of these types of services comes down to a configuration, and all required parts are templates available in the toolbelt of our chameleon. By making development this easy, we lower the barrier of expansion and competition for smaller market participants. Smaller players can innovate based on our existing ecosystem which could be the starting point for their scaling to national or international success without having to pre-invest in the whole infrastructure. So in a way, we minimize development time by mostly configuring to change the world.

    Step 4: How the Smartmile ecosystem connects the last mile and prepares it for the EU-wide Corporate Sustainability Reporting Directive (CSRD).

    The last mile, as it is, is the most costly and high-emission part of delivery and e-commerce. We establish a direct connection between last-mile stakeholders and invite them to collaborate. Design new services as one system, which will be a lot more effective at changing the industry as a whole; a direct first step to report on. Our network allows partners to impact the footprint of the last mile and to serve communities surrounding the machines.

    Today is not the time to continue siloed thinking but to introduce platform thinking in e-commerce and delivery. That is why we have the technology to realize a delivery ecosystem where any partner process can allign with other stakeholders. We can get a hold of the industry and make the process enjoyable and efficient.

    – Smartmile Founders

    We designed our tools and system with the lowest possible technological barrier to ensure partners can create new services and re-think their processes regardless of size. Experimenting and developing new services together does not require huge budgets, lots of time or extensive technological knowledge with Smartmile at the core. 

    Our ability to lower development barriers spans different complexity levels, from the simple web-form-based integration to the large-scale national use case with e-commerce, SAP, warehouse automation and automated fulfillment integration for devices with serial number tracking capabilities. We have already built these types of setups and made them accessible.

    Our system makes building new ways of running last-mile processes easy to implement. This ease of design also means we can offer connected partners a platform to collaborate and, most importantly, experiment. 

    Not one of us knows what exactly has to change to make the last mile footprint-free but to get closer to understanding this and reporting on the progress; we have to be able to experiment and collaborate risk-free—implementing platform thinking and knowledge sharing at the core of changing the last mile. Imagine if we would connect the world through Smartmile technology and put all of our brilliant ideas together in one ecosystem.
    What a magical world that would be.

    Step 5: How can we turn parcel machines into ecosystems securely across the globe.

    We are nearing the end of our deep dive into the magical world of Smartmile technology. As one beautiful end note, we wanted to shine some light on how we manage to turn parcel machines into ecosystems worldwide because, you guessed it, we planned for scaling from the start. To quote our wizard Fabian:

    “We developed the Smartmile technology with scalability as a core pillar from day one,”

    – Fabian Head of R&D at Smartmile

    meaning that from our architecture through to how we expand our functionalities, we developed all to scale. On top of that, we are in the process of getting our ISO-27001 certification to ensure our systems adhere to the highest security standards.

    Step 6: What is next for Smartmile?

    We hope you had a great journey through the magical world of our technology. New spells are constantly in the works to push the boundaries of our Hubs further. To prove it, we already have four Patents pending combining machine functionality, user verification, capacity optimization, repurposing returns and more.   All from that same magical set of minds: our Tech herd. 

    Writing this piece, we uncovered that while technology can feel like novel-inspired magic, it is actually magic that exists in the real world. Our technology is a concrete and powerful part of our company and essential in changing the last mile. 

    For now, we part ways, but stay tuned to learn more, and check out our LinkedIn for the upcoming in-depth interviews with Fabian! We sure are excited to share them with you. For more post, head back to our Blog.

  • A look Behind the screens.

    A look Behind the screens.

    What happens behind that smooth and functional User Interface?

    We’ve created something new, and you might have to use it.

    And even though you didn’t explicitly ask us to upgrade our system, we still picked up on concerns, feedback and conversations we received. From you, your neighbour or maybe even a family member of yours. We want to ensure that using the Smartmile hubs will be as easy as possible.

    Even though the biggest visible change is our machines’ design and looks, much more has changed. So let’s look at the ‘behind the scenes or actually ‘behind the screens’ since that’s even more accurate. 

    Let’s start with why we felt it was important to change our current User interface. In the years that we’ve existed, we have been improving the front and back end to ensure our systems run conveniently on a day-to-day basis. Last year we made big changes to our back end, and this year, we focused on finalising the front end. You can use the hubs to collect, send or even return your parcels, and couriers use the hubs to deliver or pick up parcels. And we hope to create a pleasant experience for you while using our machines.

    Step 1: “Stop, look & listen” – Donna Summer 

    The User Interface worked and looked okay, but we don’t want to be told ‘you’re looking okay.
    Who doesn’t want to be called stunning and good-looking? That is why we wanted our new User Interface to sweep you off your feet and make you fall in love with us a bit more.

    Secondly, we wanted to listen to you. No matter if that ‘you’ is a consumer, supplier, courier or even a potential future partner or investor. 

    So after launching our previous User Interface, we started to listen to all the given concerns and write down any feedback we received to develop our front-end 2.0. 

    To do so, we had to work as a team. Sounds logical, but have you ever thought about the complete process of optimising a consumer experience? We didn’t just change a few colours and buttons.

    We asked our customer service, the heroes you might have spoken to on the phone or in an email, to give us a clear insight into all the feedback and concerns they have collected over the years.

    This combined gave us a good start, so we could focus on specific aspects and pain points to improve.

    “We’ve received some calls over time concerning the customer journey. Some customers found it unclear what to do when they picked a compartment that was too small and got confused by the interface.” 

    – Laila, our Customer Service queen.

    So in the flow design, we focused on making the interface self-explanatory, keeping instructions minimal and instinctive yet effective. We compared all flows against repeated customer feedback. So step one, optimising flows and simple directions done.

    Step 2: Getting that interface looking and feeling all fly

    This is where our marketing and brand team came in. To make sure that we could improve our current user experience, they designed a new and improved interface that would clear up any potential confusion and put the focus on the task at hand from the user. So they developed a design to make every process as clear as possible. 

    “I wanted to keep the design simple, cutting down any visual clutter. When it comes to flow and experience, we played with instinctive more than directive design. We tested different versions many times in different cultural contexts, supported by the information we received from the users themselves.”

    – Michelle, Head of global Marketing and Brand.

    Apart from even better looks, which we improved on our machines, there is a lot of functionality behind it. To ensure that any consumer or courier has the most efficient User Interface, we designed a clear button that sets the interface apart for couriers and consumers. If you’re a courier, you click on the button for couriers, and you’re on your way to fill in your credentials and start loading the parcels in the machine. 

    Are you a consumer? Just click on the action you want, and the machine will do the rest. Pick up your parcel? Just click the button. Return your package? Click Return. Are you sending a parcel to a new owner? No problem, just click send. 

    Any screen that follows will show you clearly what to do and how to do it. 

    We need our amazing tech team to make this beautiful design usable on our machines. Because looks aren’t the only thing that matter. 

    After finishing the design and incorporating all the collected information, the tech team started to develop design mock-ups to practice. 

    Before I reveal any of our tech secrets, keep in mind that the following paragraphs will contain a lot of technical information. If that is not your cup of tea, feel free to skip to the section with the subtitle ‘Step 4: Showing off a little’ to continue reading about our newest development. 

    Step 3: Nerdy talk…

    For those still with me, welcome to some nerdy talk! 

    Because optimizing and developing a system that has the flexibility to integrate any hardware or future partner into its ecosystem, isn’t built in a day. 

    The tech team has been working on a system that removes most of the machines’ weight. By stripping internal functionalities and abstracting API functions, they took some pressure off the system processes, speeding up the useability of the machines. This way, we can load the next screen faster and easier, offering the user a better experience. 

    Next, we changed the skeleton of all our software to improve our possibilities in the future to optimize the Smartmile machines. With this new skeleton, it will be even easier than it already was to add new initiatives, partners, other hardware manufacturers or even new courier companies to our ecosystem. Not only is this faster for the user, but it’s also a lot smarter behind the screens, abstracting API functions and simplifying the process of adding these new features for our tech team.

    Allowing innovations, green initiatives and even new future tools to be even easier implemented into our systems whenever we need to.

    “Tech will always keep changing; that is also why we need to be ready for any changes in the future.” 

    – Morris, Project manager on the new UI, team tech.

    As Morris already said, we are making sure that we are ready for any future innovation in tech. Connecting drones to our parcel hubs? Click, click, POW! We can integrate it. Do you want us to offer click-and-collect for online and offline stores? We will have the supporting tech ready in no time. 

    Besides that, Morris emphasised that the updates are necessary for overall security. If the software and hardware aren’t up to date, it could become a cybersecurity issue. 

    Our machines are secure because of active support and ensuring all the software is up to date. 

    With the new software, we can show the operator any problem with the machine, no matter where our operator might be on the planet. No matter the location, our team can and will ensure that all operations go as smoothly as manageable/ possible. 

    Step 4: Showing off a little

    What are some other improvements we implemented into the new user interface? 

    One of those is a new favourite from Maarten: 

    “When our machine freezes in the middle of a loading screen, it will reset itself in a minute. This way, the courier doesn’t have to call us to fix it cause the machine fixes itself.” 

    – Maarten, Operations manager NL.

    Maarten is one of our operations geniuses, so this software will make his job easier. Instead of getting a call from a courier that is losing valuable delivery time, the machine will restart itself, ensuring that the courier can quickly continue his job.

    In that valuable time, our customer service unicorns and operational heroes can focus their efforts on other affairs, like helping others out. 

    A few of our unicorns presented our new UI to potential partners, giving them a sneak peek into their possible future partner interface. What they came back with; was many feathers and excitement.

    “They loved our new design, which is easy to follow. Apart from that, they found it very advanced and believed it would be a valued addition to the customer experience.”

    – Seda, Head of Sales.

    As we’re getting closer to entering a new market, it gives us a lot of confidence to hear such positive feedback from, hopefully soon to be, a new partner.

    Altogether, this project was only possible with the hard work of many different departments. We’ve created something beautiful by working together and including all the various departments. Just like we hope to work together even more with other companies, partners and investors to build a brighter future with strong delivery ecosystems.