Originally Posted in Rethink Retail, Monday Nov 4
In today’s fast-paced retail world, the delivery experience is often the final—and most crucial—touchpoint between a brand and its customers. Veho, a leading innovator in personalized delivery services, is reshaping how retailers engage with consumers through cutting-edge technology. In an interview with RETHINK Retail, Deborah Surrette, Chief Commercial Officer of Veho, shared insights into the company’s origin, its partnership with Flexport, and how this collaboration is set to redefine logistics.
The Birth of Veho: A Personal Problem Turned Business Opportunity
The story of Veho begins with its co-founder, Ita Zur, who experienced firsthand the frustrations of unreliable package deliveries while living in North America. “One of the things that really stood out to him…was the difficulty he had in receiving packages,” explained Surrette. This personal challenge sparked the creation of Veho, a company committed to making package delivery a seamless reflection of a brand’s promise to its customers.
Since its inception, Veho has rapidly expanded, initially focusing on meal kit providers before growing to serve major retailers. “We support well over 35% of the population from a delivery perspective,” noted Surrette. Veho’s growth has been fueled by its commitment to developing technology that creates a personalized, efficient delivery experience.
Veho and Flexport: A Strategic Partnership for Peak Season
As peak retail season approaches, Veho’s recent partnership with logistics giant Flexport is poised to offer significant benefits for businesses. Through this collaboration, companies that use Flexport’s services will now have access to Veho’s industry-leading delivery solutions. “We’re fulfilling package delivery and personalized delivery experiences for brands like Saks Fifth Avenue, Nordstrom, and Stitch Fix,” Surrette highlighted, pointing out the premium service Veho offers.
“A great delivery experience leads to a great brand experience.”
One of the standout features of this partnership is Veho’s seven-day-a-week delivery service. “It really makes a difference if you can get your package on a Saturday or Sunday,” Surrette said. Veho boasts a 99% on-time delivery rate, which sets it apart from competitors, along with personalized texting that allows customers to track their packages in real-time. The result? “A great delivery experience leads to a great brand experience,” she emphasized, noting how crucial it is for customer loyalty and repurchase rates.
Enhancing the Consumer Experience Through Technology
“The first is around transparency in the package status, right? Actually knowing where your package is at any time,”
The integration of Veho’s and Flexport’s technology platforms promises significant improvements in parcel delivery and return services. One of the main advantages is transparency. “The first is around transparency in the package status, right? Actually knowing where your package is at any time,” Surrette explained. Customers can even provide specific delivery instructions, such as placing a package in a shaded spot or behind a porch pillar for added security.
This level of customization is not only convenient for customers but also vital for retailers looking to enhance their overall customer experience. “It allows for communication between the brand, the customer, and the driver,” she added, explaining how this innovation improves brand-consumer relationships by providing a more tailored and reliable service.
A Future Shaped by Innovation and Customer-Centric Logistics
Veho is constantly looking ahead, with innovations aimed at making delivery even more seamless. A recent feature allows customers to upload a photo of where they want their packages placed, ensuring consistent delivery preferences are met. “That innovation has been so widely utilized as soon as we released it,” Surrette shared, illustrating how customers are more engaged when their delivery expectations are met or exceeded.
“A good experience is one where you have no surprises, and what happens is what you expected to happen.”
Through this continuous innovation, Veho and Flexport are helping retailers not only deliver packages but also elevate their brand reputation by offering memorable customer experiences. “A good experience is one where you have no surprises, and what happens is what you expected to happen,” Surrette remarked.
Reducing Operational Costs and Streamlining Services
One of the most compelling benefits of Veho’s service is its ability to reduce operational costs for retailers. By improving delivery accuracy, retailers experience fewer missed deliveries, which means fewer customer service calls and reduced call center activity. “Those things materially change your operational expenses,” said Surrette, emphasizing how efficiency in delivery can directly impact a company’s bottom line.
The Future of Logistics and Customer Satisfaction
As Veho and Flexport continue to innovate and expand, the future of logistics is bright. Surrette expressed her excitement for the upcoming developments, stating, “We’re consistently investing in ways that can make that consumer experience even better.” From route optimization to personalized delivery options, the partnership is set to further enhance customer satisfaction and loyalty, shaping the future of retail logistics for years to come.
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