We recently had the opportunity to speak with Chris Bee, CEO of HubEurope, a company with over 30 years of experience in the logistics industry. HubEurope specialises in offering smart, efficient solutions for businesses of all sizes, taking the complexities out of deliveries and working to optimise shipping processes.
Their mission is to not only manage logistics but also educate and support businesses in preparing for their peak seasons – whenever they may occur throughout the year – ultimately helping them save time and money.
Chris explained how HubEurope simplifies courier management through a single software platform, offering preferential rates with partner couriers and ensuring smooth dispatch from warehouse to customer. With one point of contact, one invoice, and dedicated support, HubEurope takes the hassle out of logistics.
For peak seasons, Chris highlighted how they work closely with clients to manage expectations and streamline operations. HubEurope tailors its approach to each business, offering an integrated dashboard for real-time visibility, allowing issues to be resolved before they affect customers—ultimately reducing service costs and delays.
The growth of Black Friday has effectively extended the Christmas shopping period, helping to flatten out the demand curve. However, online marketplaces like Amazon have become a way of life, increasing the volume of items in logistics networks.
With the growth of Peak Season, consumer expectations have reached new heights, leaving retailers with less room for error.
To meet these rising expectations, businesses need access to more data and greater visibility into the entire post-purchase experience. They must also update their strategies to handle the increased demand. For businesses lacking experience in managing these spikes, outsourcing to companies like HubEurope provides additional resources to navigate these challenges and better meet consumer needs.
The biggest mistake businesses make is not managing their expectations about what is realistically possible. This includes all elements of logistics, like trailer collections, how fast despatch teams can load, and trailer fill rates. Another common issue is underestimating volumes. Many businesses avoid forecasting because they fear being wrong, but without an accurate forecast, they won’t be prepared to handle any sudden increases in demand.
A major mistake is also not having contingency plans. For example, relying on just one courier can backfire, as that partner could reach capacity and stop accepting any new orders – which would lead to missed or even failed deliveries. Expanding relationships and having backup plans are crucial for ensuring smooth operations. For example, commonly businesses are delivering over 700 million deliveries a year, it takes a 1% error rate at this level for 7 million people to be upset! So having backup plans is essential.
Lastly, businesses often neglect many aspects of their despatch process. They need to invest more in the entire stream – from ensuring their label printers print legible labels and can print enough labels per minute to keep up with demand. Ensuring you have usable data to optimise workflows is also something that is often overlooked. All of these factors combined help to streamline despatch operations during Peak Season.
Significant changes have been needed regarding relationships, software, and processes to meet rising consumer expectations. Many businesses may not have the in-house experience to handle these challenges. For instance, a business that was small only a few years ago, but saw rapid growth by selling on marketplaces such as Etsy or Amazon, may now face much higher demand without the logistics expertise to match. By outsourcing to companies like HubEurope, they gain access to a wide range of expertise, without the need to hire additional staff, allowing them to focus on scaling whilst we handle the logistics complexities.
Customers are increasingly comfortable ordering last-minute, which puts extra pressure on delivery services. Late deliveries when a customer has ordered for an occasion such as a birthday can significantly erode consumer trust.
Customers rightfully expect a successful delivery on the first attempt, every time. In return, businesses should ensure they receive accurate delivery details and offer convenient alternatives like postal lockers to reliably offer consistently seamless delivery experiences for their customers.
Smooth delivery experiences play a key role in whether or not a customer will choose to order from that retailer again. I read some research that shows, it takes three positive experiences in a row to have a significant impact on customer loyalty. It’s key for brands to ensure they can consistently offer reliable delivery over time, not just as a one off, to maintain long-term customer trust.
Seasonal Peaks can be anticipated, unless a major new product launch disrupts the market. There’s a growing push towards faster and more convenient delivery options, not only in time but also in destination, with the rise of lockers and parcel shops. Customers now expect to be able to leave things to the last minute, often ordering 2 or 3 days before the item is needed without accounting for potential delays.
As a result, businesses need to improve their planning strategies, remain flexible, and have contingency plans in place to handle any disruption. By partnering with suppliers such as HubEurope, businesses can leverage their network of couriers, to prevent issues like weather related delays, ultimately delivering a more reliable customer experience.
Technology has a great deal to play in route and load planning. Whilst this is already relatively advanced, developments in AI will provide more accurate forecasts and reliable plans. For example, even driving with Waze, which diverts a driver away from a crash or roadworks will speed up the delivery process. This type of development is becoming more common in the final mile delivery process, resulting in more successful deliveries.
We’ll also see continued investment in automated warehousing, robotics and drone deliveries. A recent news headline announced drones are now flying blood samples between two London hospitals, cutting down delivery time significantly, compared to road transport.
Ultimately, logistics is an ever-growing and evolving sector that will require support for automation and technology, not only in terms of workforce but also available space.
Read more about preparing for Peak Season in our recent interviews:
