APL Direct Logistics, a direct consumer fulfillment company, last week started a new service that lets catalog companies and e-tailers notify consumers when their packages will arrive, especially if they will be late.
The service, known as Proactive Parcel Management, enables catalogers and e-tailers to monitor packages while they are in the carrier’s delivery system and to advise consumers if a package will be delivered later than promised.
According to APL, Jacksonville, FL, companies using PPM can act on the information to notify their customers by e-mail or telephone. Companies also may choose to outsource their tracking management and customer service operations to APL Direct Logistics, which, in turn, will contact the consumer.
Notification systems like PPM could also help reduce call volumes into customer support call centers as research shows that 20 percent of all phone calls to consumer direct marketing companies concern the status of package delivery.
While the system sounds similar to the U.S. Postal Service’s Confirm system, an APL spokeswoman said that the system was developed inhouse with customized supply chain software.