Background
The growth of e-commerce has, naturally, resulted in an expanded market for deliveries. Numerous intermediaries have appeared who are now threatening the position of established players such as Colissimo (the French Post Office’s parcel service). If these players do not adapt, they risk seeing their role reduced to that of mere carriers and fading brands. In addition, the market is concentrated around a small number of major players who offer subscriptions aimed at capturing large consumers in a long-term and exclusive way – of which Amazon Prime is a good example.
Challenge
Against this backdrop, La Poste-Colissimo wanted to launch a subscription delivery offering and position itself as a driver for connected commerce by linking both buyers and merchants. The delivery subscription enables:
- E-shoppers to shop at partner merchant sites without paying shipping fees;
- E-merchant partners to acquire new customers, and retain them at a reduced cost.
Wavestone is working with Colissimo on all aspects of the management and steering of this project to:
- Steer and coordinate the different project phases;
- Finalize, formalize, and prepare for, the implementation of the e-merchant offering;
- Define the needs, and implement the associated customer-service aspects;
- Construct the relational program for subscribers.
Responses and key success factors
Eleven months after its launch, the subscription offering had already attracted nearly 2,000 subscribers, in conjunction with twenty one merchant partners.
