“I’m Impressed by the High Standard of Service That PostNord is Able to Deliver.”

Komplett's challenge

Challenge:

• Make cost-effective deliveries to personal customers in Norway.
• Handle record volumes connected to Black Friday.
• Meet customer demand for home delivery.

Solution:

• Access to PostNord's network of collection and delivery points.
• Sound planning and close dialogue.
• MyPack Home Small with tracking.

Result:

• Lower costs and more satisfied customers.
• Good flow and fewer complaints.
• The beginning of a strategic partnership.

About Komplett

Established: 1996
Markets: Norway, Sweden, Denmark, Finland and Germany
Employees: 800
Turnover: NOK 7.3 billion

Komplett's journey with PostNord

Anton Hagberg, Chief Commercial Officer at Komplett. Photo: Morten Rakke

Komplett is one of the biggest e-commerce companies in the Nordic region. Every four seconds, an item is picked off the shelves at the automated warehouse in Sandefjord. Barely 20 minutes after an item is ordered, it can be found in a vehicle en route to a customer or a retailer.

Komplett's challenge was to find a logistics partner that could manage all products and services in the Nordic region. And not least, packages destined for personal customers in Norway.

"We needed competition within the Norwegian market in order to bring forward alternatives to the products that were already in existence," says Anton Hagberg, Chief Commercial Officer at Komplett.

Other challenges the company has faced have involved coping with the explosion in turnover on Black Friday and meeting customer demand for home delivery.

"Home delivery is a big challenge that transporters and e-commerce companies have to meet together," says Anton Hagberg.

Four years ago, Komplett moved all its parcel volumes in the Nordic region over to PostNord. This was made possible thanks to a well-developed network of collection and delivery points.

"It was a brave decision. Topographically and geographically, Norway is a complicated country when it comes to transporting goods quickly and cost-effectively. We entered into a strategic collaboration with PostNord, which I think has been win-win for both of us," says Anton Hagberg.

On Black Friday 2015, this collaboration faced its biggest challenge so far, with volumes that had increased almost four-fold in comparison to the previous year.

"We had well over a hundred lorries queuing up outside our central warehouse. Even though our logistics personnel had planned everything in collaboration with PostNord, I still did not really understand how we were going to get all the goods out," says Anton Hagberg.

The solution to customer demand for home delivery involves Komplett starting to use PostNord's Parcel letter with tracking service.

Anton Hagberg calls PostNord's network of collection and delivery points a "success story".

The unease he experienced when sales broke all previous records on Black Friday was quickly replaced by euphoria.

"I am impressed by the high standard of service PostNord was able to deliver under such highly pressurised circumstances." The complaints from customers were minimal. This shows that PostNord is capable of a high level of flexibility and that we are very much on the same page," says Anton Hagberg.

He also thinks that PostNord's Parcel letter with tracking service, which Komplett is now starting to use in Norway, will be a positive development for customers who want to have their goods delivered to their door.

"Home delivery will be an increasingly important competitive factor for e-commerce companies. I think the big challenge in the near future will be the ability to add supplementary services to home delivery, for example, appliance installation services."

Komplett uses the following services:

• PostNord MyPack Home Small and PostNord MyPack Collect for personal customers.
• Parcels, Groupage and Partloads to Pick-up-Points (B2B).