Bring’s new service, ‘redirect home’, does just that. For a small fee Swedish customers can now choose to have their parcels delivered to their homes instead of a pick up point, when they are notified that their parcels are on their way.
“With our new solution, when a parcel is ready to be delivered, we send that person an SMS or email message which gives them the chance to change the delivery to the new ‘redirect home’ service for a small fee. In the major Swedish cities, we actually offer customers the opportunity of changing their last mile delivery experience right up until we place the parcel in the van, which is quite late. The pricing for ‘redirect home’ varies depending on the address,” says Robin Engstrand, Strategic Product Developer at Bring.
Robin adds: “Our research shows us that people want the highest possible degree of flexibility when it comes to choosing when and where they receive their deliveries. We want to give the recipient the possibility of changing the delivery method so it fits in with their day to day life.”
Easy payment experiences – for both Bring and their customers
The user experience for customers paying for the ‘redirect home’ service had to be quick and easy, and the right payment service provider (PSP) was needed. Robin says: “Nordea Connect proved to be the best fit to meet our needs because it’s simple and future proof. The very straight forward way that with one simple integration it can deliver Swish in Sweden and Mobile Pay in Denmark, as well as card payments, was a great starting point.”
“It was also very important that with the flick of a button you can select the payment types you want your customers to see on the payment page. At the moment we want our customers to pay with Swish as this is a very convenient way of paying the relatively small fee. For more expensive services that will offer home deliveries of larger items such as washing machines, card payments will be selected” continues Robin.
It was also very important that with the flick of a button you can select the payment types you want your customers to see on the payment page.Robin Engstrand, Strategic Product Developer at Bring
For the checkout page Bring chose to keep the Nordea Connect look and feel, even though customisation options are possible. Robin continues: “We didn’t feel the need to take the Nordea Connect page and wrap it in the green colours of Bring. Seeing the Nordea Connect page pop up at the end of the customer journey adds a level of trust with regards to making the payment. The Bring parts of the web pages show what we do really well and then it’s nice to see Nordea Connect at the payment page.”
Being smart, together
Robin says: “In order to be smart, we need to collaborate with other smart companies. We also need to be fast and responsive to a changing market and already from the beginning of the project we moved quickly to meet with Nordea Connect and plan the process. We had weekly iterations during the process and our IT department said that Nordea Connect’s integration guide was very good and that there was a very high degree of service from the team.”
John Sandberg, Senior Cash Management Adviser at Nordea adds: “The collaboration with Bring has been a really smooth process from start to finish. As ‘redirect home’ is purchased as a stand-alone offering by the customer sometime after the actual product purchase, it separates customer conversion for this add-on service from the e-commerce conversion itself. I think that’s brilliant as well as it gives the customer more time to consider purchasing this service away from the initial product purchase journey.”
Robin concludes: “Nordea Connect has everything we need at this point in time and has the built in scope to expand when we need it. I really liked that kind of solution. It’s simple if you want it to be simple but can also be more elaborate if you need that as well. Bring in Sweden can now offer customers a more flexible service that can really fit with their changing lifestyles.”
Bring’s ‘redirect home’ service is now live and can be offered to 75% of Swedish residents. The service will be provided around the network of pickup points located in cities and near major roads.
Bring is one of the largest transport and logistics companies in northern Europe, offering solutions for parcels, cargo and mail in the Nordics, Benelux and the UK. In Sweden, Bring handles around 15,000 to 20,000 parcels per day and operates a network of approximately 1700 unique pick up points for delivering parcels and packages across the country.