Kesko Senukai Digital, the leading e-commerce segment in the Baltic States, considers focusing on the customer experience as one of the key ingredients for successful development. Having recently stepped up its partnership with the international parcel company Venipak, the company is expecting even faster growth.
Marius Dūdėnas, Courier Manager at the company that is ahead of e-commerce giants like Amazon in terms of its sales volumes in the Baltic States, explained that the company strives for a good customer experience at all stages.
“In-house processes ensure that each product leaves ready to be delivered to the buyer in accordance with all our internal quality standards. The package is then passed on to a logistics partner. Having a reliable delivery partner is crucial, because the way the goods arrive at the buyer’s location affects our reputation,” said M. Dūdėnas.
According to the Courier Manager, the company monitors and audits its delivery data and analyses the customer satisfaction indicators. A delivery is considered to be of a good quality if the customer has been given sufficient information about the delivery status, the parcel was delivered on time and, if necessary, the customer has been offered additional services, like carrying heavy goods to their doorstep. Equally important are the soft indicators, such as whether the courier was pleasant, tidy, and so on.
A promising partnership with Venipak
“We have already assessed the potential of our partnership with Venipak and are starting to expand our activities. We care about the flexibility and adaptability of a parcel delivery company, as well as its ability to accept feedback. We call each other partners, and this approach really helps to improve the customer experience,” said the Courier Manager for the Baltics at Kesko Senukai Digital.
Talking about Venipak’s advantages in the B2B segment, M. Dūdėnas named its responsive and proactive management, as well as rapid problem-solving.
Venipak is rapidly moving forward to improve its services and customer care, which is already evident in the results. E-commerce has a clear seasonality, and we care about providing high-quality customer services even during the busiest periods, including the holiday season and Black Friday sales. Venipak performed really well last year. We did not experience any bottlenecks in the logistics chain, and our customers received their purchases on time, even though the sales volumes were three or even four times higher than usual,” said M. Dūdėnas.
Feedback is key
Venipak’s CEO revealed that the company has grown more than one and a half times in the last six years. Although this process was indeed complex, feedback from its customers, especially from large companies, is what helped improve the quality of Venipak’s services.
“We truly value customer feedback, as we can improve our internal processes and service quality accordingly. Therefore, Kesko Senukai Digital, which assesses all its customer service links in a professional manner, is a great partner to help us improve,” said J. Šablinskas.
For some time now, the company has been monitoring its courier evaluation indicators at the highest management level. This not only allows the company to keep track of its objectives, but also allows it to take prompt action in the case of negative developments. This approach helps to maintain stable indicators. Year after year, its couriers have been rated 4.8 out of a possible 5.
“We see this feedback as a way to motivate our employees, as well as to reward them for a job well done. On the other hand, we keep working to improve the quality of our services. With the ability to see how a particular courier is doing, we can invest first in updating the knowledge of our staff in the event of a deterioration in their performance. We have introduced coaching practices and ongoing training programmes,” said the CEO of Venipak’s.
The company also tracks its ability to keep its promises and aims to ensure that 99.8% of parcels in the Baltics are delivered properly and on time, within 24 hours. These processes are managed using special transportation equipment and automated processes.