Colissimo: Driving Sustainability and Innovation in Last-Mile Delivery

This session at DELIVER Europe 2024, presented by Sanae Murschel, Director of International Sales, and Florian Leclerq, Sales Manager Europe, from Colissimo, focused on the company's commitment to sustainability and innovation in the French last-mile delivery market.

Colissimo: A Leader in the French Parcel Delivery Market

Colissimo, the parcel division of La Poste Group, is the market leader in France, delivering 465 million parcels in 2023. The company offers a wide range of omni-channel solutions, including home delivery, PUDOs (pick-up and drop-off points), returns, and ship-from-store, supported by advanced technology and a strong commitment to sustainability.

Sustainability Initiatives: Reducing Carbon Footprint

Colissimo has actively pursued sustainability initiatives since 2012, achieving a 49% reduction in its carbon footprint over the past decade. Key initiatives include:

• Network Optimisation: Reducing transportation routes and optimizing logistics have resulted in a 20 million kilometer reduction in distance travelled in 2023.
• Electric Vehicles and Cargo Bikes: Colissimo has invested heavily in electric vehicles and cargo bikes, achieving 100% carbon-free deliveries in the Paris area and aiming for 100% in all major French cities by 2025.
• Swap Bodies: Implementing swap bodies for more efficient transportation and reduced empty space.
• Loose Load Process: Optimizing truck utilization by organizing and sorting parcels in bulk, reducing the need for pallets and minimizing empty space.
• Packaging Optimization: Offering reusable packaging and advising customers on packaging best practices to reduce waste and transportation inefficiencies.

Technology and Innovation: Enhancing Customer Experience

Colissimo is also focused on driving innovation and enhancing the customer experience through technology. Key initiatives include:

• CO2 Calculator: A tool that measures CO2 emissions for individual parcels and provides customers with insights into their environmental impact.
• Effortless Returns: Simplifying the returns process with a label-free solution, QR code scanning, and multiple return options, including postal offices, shops, and letterboxes.
• Enhanced App: The Colissimo app provides real-time tracking, delivery customization options, and a secure, personalized experience for users.
• Fraud Prevention: Implementing mandatory QR codes for high-value shipments has significantly reduced fraud and improved security.

Customer Satisfaction: NPS as a Key Metric

Colissimo uses the Net Promoter Score (NPS) to measure customer satisfaction and loyalty. The company achieved an NPS of 61 in 2023, demonstrating a strong customer relationship and positive delivery experience.

Key Takeaways

• Sustainability is a Priority: Colissimo is committed to reducing its environmental impact and achieving Net Zero emissions by 2040.
• Innovation Drives Customer Experience: The company leverages technology to enhance the customer experience, simplify processes, and provide convenient solutions.
• Choice and Flexibility: Colissimo offers a wide range of delivery and returns options to cater to diverse customer needs and preferences.
• Data-Driven Optimization: The company uses data and analytics to optimize its network, reduce emissions, and improve efficiency.
• Customer Satisfaction is Key: Colissimo's high NPS score demonstrates its commitment to providing a positive customer experience.

By combining sustainability initiatives with innovative technology and a customer-centric approach, Colissimo is well-positioned to continue leading the way in the French last-mile delivery market.