Logistics News

DHL launches On Demand Delivery service

The launch follows a successful trial that began in 2015


DHL Express’ new service that allows packages to be sent or delivered based on “flexible and convenient” shipment options has been officially launched in Australia.

The On Demand Delivery service emerged from DHL Express’ observation that up to 60 per cent of its Australian deliveries are made at residential addresses.

After a successful trial starting September 2015, On Demand Delivery logged in 3.5 million shipments to and from Australia last year.

“The increase of e-commerce deliveries has primarily been driven by the strong demand for high-value and premium goods in the global marketplace, as well as the emergence of start-up retailers who are expanding opportunistically to new overseas markets and therefore require a worldwide door-to-door delivery service,” DHL Express Oceania CEO Gary Edstein says.

“The launch of On Demand Delivery is in response to the dynamic growth and to ensure that our services continue to exceed customer expectations.”

Using the new service, shippers can activate specific delivery options while receivers can select the delivery option that best suits them.

For instance, deliveries can be arranged to be made to a nearby DHL Service Point or a receiver’s alternate address, and they can even be put on hold in case the receiver is out of town.

DHL states that the trial showed:                     

  • 42 per cent receivers chose the option of specifying a location where a parcel can be left without signature
  • 30 per cent chose to reschedule their deliveries
  • 19 per cent chose to collect their packages from a DHL Service Point.               

The delivery instructions are transmitted in real-time so that all parties in the chain have the same information at any point.

The website has been optimised for mobile devices.

“On Demand Delivery isn’t just a new customer interface – it also represents an enhancement of our worldwide network, as we have tailored our last-mile operations to meet the specific demands of cross-border e-commerce deliveries,” Edstein says.

“Thanks to On Demand Delivery, we can support the service offering of online shippers and enhance the delivery experience for their customers, while at the same time, improve our own efficiency, particularly for last-mile deliveries.”

The launch here is part of On Demand Delivery’s Asia Pacific launch that has seen the service become available across China, Singapore, South Korea, Taiwan and Thailand.

The service is expected to become available in over 100 countries by the end of this year.

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