at this testing time, when due to the quarantine we had to change numerous processes pertaining to parcel delivery within a short period of time, we would like to thank you sincerely for understanding and cooperation. Only making concerted efforts and mutually adapting to new changes that are perhaps not very convenient, but rather dictated by circumstances, we can prevent the spreading of the disease and will be able to return faster to the customary rhythm of life.
Key changes during quarantine
The key change we had to introduce to ensure the safety of couriers who deliver the parcels as well as that of our Customers was the introduction of contactless parcel delivery to replace the regular method, where the courier delivering the parcel must maintain a minimum 2-metre distance from the consignee. Before the epidemic, after receiving a parcel, the consignee used to sign in the courier’s smart device; however, following the introduction of quarantine, we had to search for new ways for the consignee to confirm that they received the parcel in accordance with all safety recommendations. Several contactless delivery methods were introduced: courier sends the delivery PIN codes to the consignees by SMS; last digits of the personal identity document numbers are entered in the signature field; the consignee is asked to sign on the Venipak’s sticker and courier takes a picture of that; a picture of the consignee with the parcel is taken (without including the consignee’s face in the picture).
As the situation deteriorated, we had to adopt another significant decision pertaining to the payments for goods and services. Based on the recommendations of the World Health Organisation and Ministry of Health of the Republic of Lithuania, we eliminated the payment for services and goods in cash; as a result, in the meantime, the customers may pay upon delivery by a bank card only.
All efforts for your safety
Changes significantly affected the parcel delivery and payment processes as well as our daily work. Regardless of the fact that the couriers will now be always wearing protective masks and gloves and regularly disinfecting their hands, they are also prohibited from entering the customers’ apartment or house to pick up or deliver a parcel. Following the experts’ recommendations, we decided to be better safe than sorry. Consequently, as of recently, parcels are being picked up and delivered in common-use premises – in the stairwell or outdoors, observing at least a 2-metre distance.
Delivery quality maintained regardless of the growing number of parcels
Notwithstanding the situation that required numerous changes and the number of parcels increasing rapidly, 50% per week, we have been and are still searching for effective solutions to ensure safety and smooth operation. We are happy that so far we succeeded at maintaining high quality of customer service as well as delivering 99% of parcels to business customers on time.
Seeking to control the growing flow of parcels, we successfully invoke our partners. Of great help was our Venipak Drive project launched 5 years ago that enables the people to register in our system and become couriers who deliver the parcels at a time convenient for them.
Delays of parcels from foreign countries
Although we try to ensure that every parcels reaches you within the shortest possible time even during this period, we are unable to avoid the delays of parcels that arrive from foreign countries caused by the global situation. Because of this, parcels from countries heavily affected by COVID – 19 take 1-2 working days longer than usual to arrive. We hope for the situation to stabilise shortly and thus avoid the delays.
The good news is that as China recovers, the deliveries of parcels from China and other Asian countries will definitely not stop. Our companies in China and Hong Kong continue working energetically to ensure smooth delivery of parcels to Europe right now and keep cooperating with local customers and partners.
Take care of yourselves and stay healthy!