Pass My Parcel extends partnerships with Honeywell and Blackbay to deliver innovative parcel shop experience throughout the UK

Wednesday 2nd November 2016

Double award winning and innovative Parcel Shop Network Pass My Parcel continues to introduce industry leading technology in a quest to deliver an ever improved, market-leading customer experience.

As part of the continued expansion of Pass My Parcel, which included ambitious plans to grow the estate to over 3500 stores ahead of 2016 peak, a new wave of handheld computers have been introduced into stores. The devices have simplified in-store processes and removed previously existing barriers to the delivery of a best-in-class customer experience.

The new handheld device combines two industry firsts in the European market. Pass My Pass is the first service in the UK to introduce the new Honeywell EDA50 ruggedized Android-based hardware. This is in combination with the first scale deployment of Blackbay’s Fluid Mobile Framework. The outcome is a mobile device and user experience so akin to using a regular smartphone that the parcel shop can focus time and energy on delivering a great customer experience in-store.

These developments build on the existing strategic relationship between Pass My Parcel, Honeywell and Blackbay, and are part of a two-year contract extension, to the end of 2019, with Blackbay as the provider of delivery management software to the parcel shop network.
David Todd, IT Director, Smiths News said:

“Innovation and mobility are at the heart of Pass My Parcel. Building on industry firsts such as our label-less returns solution which we launched earlier in the year with ASOS, we are thrilled to be leading the way again with the roll out of the Honeywell EDA50 within our business. In addition Blackbay’s ‘Fluid’ application supporting the Android platform affords us a number of flexible configuration options, increasing ease of use for our network of Pass My Parcel stores and ultimately further improving the customer experience instore”.

The decision to invest in this new technology was not only driven by a desire to be at the forefront of technological solutions but was also in response to feedback from parcel shops about the current handheld terminals. The switch to the Honeywell EDA50 has seen parcel shops move to a more familiar smartphone device and intuitive app-based system. The new technology, that resembles the smartphone in their pocket, immediately addresses any potential training barriers to parcel shop staff and helps to facilitate the highest levels of customer service.

Nigel Doust, CEO, Blackbay said:

“Blackbay’s cross-platform Mobile Framework has allowed Smiths News to quickly deliver exceptional and differentiated customer service in their Pass My Parcel network. It is pleasing to have this success recognised by Retail Week as Supply Chain Innovation Project Of The Year in both 2015 and 2016.  With the introduction of new technology, Smiths News, Honeywell and Blackbay working in partnership, can innovate even further.”

Jason Burrell, Retail Sales Director for Europe, Honeywell said:

“The Honeywell EDA50 mobile computer provides retailers with a familiar, intuitive user interface and connects them to the data they need to deliver a positive click-and-collect shopping experience for customers. This technology helps make the Pass My Parcel service convenient for e-commerce shoppers, and we are pleased to continue our successful, long-term relationship with Smiths News.”

Louise Ryan, Strategy and Business Development Director, Smiths News said:

“Our investment in this new technology demonstrates a strong commitment to continuously improving the Pass My Parcel business. We strive to deliver a professional, seamless customer experience and these new investments are a vital part of that mission. Our parcel shop network is growing at a phenomenal rate and we are committed to enabling the very best customer experience for our existing clients and their customer base, whilst demonstrating the strength of our network to potential future clients”

The launch of the new technology coincides with consistent and rapid growth of the Pass My Parcel network. This increase in coverage has meant significant expansion into the North of England and Scotland and includes regional hubs such as Glasgow, Edinburgh, Manchester, and Newcastle. Pass My Parcel now serves 93% of the UK and plans are underway to continue to increase coverage throughout the country. Work is also underway on increasing the current Pass My Parcel client base.

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