Company aims to deliver the goods, always
• Key drivers for loyalty among customers include trust, security and relevant content, writes Penny Haw
According to an eMarketer Retail report published in July 2017, global ecommerce sales increased by 23.2% in 2017, accounting for one-tenth of total retail sales.
The study also found that more than 1.66-billion internet users purchased at least one item via any digital channel during 2017, which was up 9.4% from 2016. While growth in online retailing in SA lags the global pace, it continues to advance as more South Africans have access to the internet, many via cellphones. Statistics portal Statista estimates that e-commerce will grow at 11.7% per year in Africa and the Middle East over the next few years.
As e-commerce continues to grow at double-digit rates, courier companies are using their logistics expertise and infrastructure, and an everexpanding range of innovative technologies to help increase their share of the market. They know that the success of their e-commerce clients’ business depends on speedy, efficient and reliable delivery. For some courier companies, including FedEx Express, mergers have helped expedite growth.
FedEx Corp’s 2016 acquisition of TNT Express combined the capabilities of the world’s largest air express network and an unparalleled network to achieve a vastly expanded portfolio.
RELIABLE SERVICES
“Our global network provides reliable, time-sensitive and integrated express transportation services to more than 220 countries and territories,” says FedEx Express vice-president — Southern Africa Operations, Mike Higley.
“We have customer service centres around the globe and, recognising the different needs of emerging markets on the continent, we continue to champion solutions that redefine how Africa and the world are connected, including a strong focus on building solutions for ecommerce customers.”
The success of any e-commerce solution, he says, depends on the business’s ability to provide the kind of customer experience and satisfaction that ensure customers return to its site time and again. Key drivers for loyalty among e-commerce customers include trust in the brand, security of transactions, fresh and relevant content, and confidence that goods will be delivered as promised.
“FedEx Express’ core competencies in express shipping, providing detailed online shipment information and automating shipping processes provide precisely what e-commerce companies need,” says Higley.
“In addition, significant investment in relevant technology and expertise in recent years, which has succeeded in integrating the services and technology, means we are able to provide e-commerce companies’ customers with the confidence they need to choose, click and buy,” he says.
FedEx Web Services is described by the company as “the next generation application-programming interface for integrating software applications with FedEx systems”. It is essentially a collection of programming technologies that allows users to build customised solutions for application integration.
“The ability to easily adapt to different requirements is essential for e-commerce customers, particularly in emerging markets where conditions and expectations vary considerably,” says Higley.
“We are here for our customers and as more people have access to technology and online transactions in our region, requirements will increase and, in some cases, change. FedEx Express has the network and infrastructure to provide for these needs and, by providing access to innovative and flexible technology, we are ready and able to accommodate continued growth in the e-commerce sector. This includes finding solutions to challenging issues such as last-mile delivery to customers in remote and inaccessible locations.”
Providing affirmation of the company’s success, FedEx Express Southern Africa was recently named winner in the transport and logistics category at the 15th annual National Business Awards, which recognise industry leaders for their innovative business processes, product development, enterprise, sustainability and overall business success. FedEx Express South Africa was also awarded gold for international operations in the category for foreign-owned courier companies in the 2017 PMR Africa Awards.