How CouriersPlease is preparing for its biggest Christmas period yet

CP has become an essential service for millions of Australians and thousands of businesses during enforced restrictions this year. Between March and October, deliveries across the network grew by 80 per cent nationally compared with the same period last year. Victoria experienced the strongest growth across the country, at 150 per cent during the same time.

CP responded to the growth in delivery volumes by increasing its franchisee network by more than 40 per cent, their staff by 30 per cent and hired hundreds of extra drivers. They opened six new facilities in NSW, Queensland, WA and ACT to improve processing capabilities, and improved its technologies to minimise potential delays and enhance the delivery experience. All of this has been implemented whilst strict safety controls and social restrictions have been mandated across its operations.

Their recent expansion has also prepared its operations to cope well with demand during the current December quarter peak period. Like all local logistics companies, CP has been operating in unprecedented times. The situation is extremely fluid as retailers struggle to accurately predict actual volumes; however, CP has worked closely with their customers and forecast a 35 to 50 per cent growth in deliveries in the lead up to Christmas on top of existing volume growth.

While the company experienced its strongest growth to date this year, it has not been without its challenges: CP was required to deal with border closures and social distancing restrictions, which delayed delivery times early on. CP invested millions in technology – introducing new ones and refining existing products – to minimise delays, particularly with peak period around the corner. Specifically, there was significant investment in sortation technology designed to boost efficiency for franchisees and get parcels in the hands of consumers much quicker.

Additionally, CP rolled out its new driver app, CPGo. This technology provides optimum route planning and prioritisation and gives consumers visibility and control of the delivery experience.
In response to the challenge of reverse logistics, CP launched its self-service returns platform, Boomerang, which enables retailers and consumers the choice to return unwanted or faulty items via a contactless pickup from home or by dropping items off at one of 1700+ drop points, through its partner Hubbed – an Australian parcel pick-up and drop-off network.

In a recent segment on SBS World News our Chief Operating Officer, Phil Reid discussed CP’s experience handling significant parcel volumes, in more detail, and what the business has done to pivot to the rising challenges brought on by the pandemic.