The Importance of Shipping

We’re always looking to future proof your fulfilment solutions and optimise your customer’s experience. This inspired us to reach out to the delegates at Online Retailer 2014 and film their responses to the challenges of shipping in commerce. We interviewed a number of industry experts and retailers and gathered some insights into how crucial shipping is to online customers and the way they see it evolving in the future.

Shipping’s impact on customer experiences

Many of the respondents saw shipping as one of the most crucial and also least understood components of the ecommerce puzzle. Part of this confusion stems from retailers assuming that the customer’s journey with the brand finishes when the package is picked up as opposed to when it’s been delivered. “For an online retailer that is your interaction with the customer…that’s when they touch the business for the first time. It’s the most important step.” This physical element of the transaction is key to delighting customers as good and bad experiences can both effect a customer’s likelihood to repeat purchase.

The Future

We heard a range of imaginative responses to the future direction of shipping. From dispatch by drones through to crowd-sourced delivery services and delayed fulfilment. A large amount of our responders also noted the growing importance of offering same-day delivery and click and collect options. This all comes back to the important point that all of our respondents acknowledged; that consumer choice and the ability to select how a package gets to you is a crucial component of building fulfilment processes for the future. Customer expectations around online retail and shipping are only becoming more demanding and the more options you can give to a customer, the more likely they are to have a positive experience and remain loyal.

Congratulations to our winner!

Thank you to all of the delegates that took part in our video competition at Online Retailer. Josh Emblin from IE Agency won 2 tickets to the Cirque Du Soleil in Sydney for his unique perspective on crowd-sourced deliveries and the significance of meeting customer expectations. Congratulations Josh!

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We're Hiring!

*Thank you for your interest, please note as of 23rd of June 2014 these positions have been filled. 

Want to be part of Team Temando? We currently have vacancies in our Brisbane and Sydney offices. We're looking for candidates with a passion for technology, who think they can put the T in Temando.

Brisbane

UI UX Designer Incredible opportunity to take a lead role in creative design and user experience. You'll own the design and user experience of all new products working in union with a small number of stakeholders and experts.

Learn more and apply

Linux Systems Administrator Provide day to day operational support and maintenance on Linux environments, including account management application deployment, script creation and performing tuning and backups.

Learn more and apply

Sydney 

Marketing Coordinator Help to deliver our marketing program. This will involve getting your hands dirty with our CMS and email platforms and liaising with stakeholders across the business. As well as social media and event ownership.

Learn more and apply

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Temando are looking out for the Planet

Written by Christopher Sewell.

Temando have measured and supplied carbon offsets covering a total distance of over 3.7 million kilometres for their Clients.

That’s the equivalent of circumnavigating the planet over 92 times! That’s a long, long way and also a lot of carbon that would otherwise not have been neutralised!

Why the rise in consumer carbon offsetting.

Over the last few months Temando have seen a 20% rise in consumers taking environmental matters into their own hands by offsetting carbon emissions from their on-line shipping (*source: Temando offset statistics August –October 2013). Consumers are becoming more and more aware of their responsibilities as global citizens and are clearly responding favorably to businesses who are prepared to offset their orders at the checkout.   

How it works

Effectively, by including the offsetting option, customers can choose to negate the carbon dioxide that goes into the atmosphere from the process of shipping their order. At the checkout, customers will see an option to offset the shipment. By selecting this box, the amount of carbon is automatically calculated and the offset fee is added to their shipping cost – usually well under a $1.00.  The unique CO2counter technology allows the offset certificate to be automatically generated as a PDF and emailed to the customer if required.  The fee is used to invest in projects that prevent or remove greenhouse gas emissions from the atmosphere.

Temando, in co-operation with The Gaia Partnership, have arrangements in place with Climate Friendly so you can now purchase offsets in the Tasmanian Native Forest Protection Project. For details of the offsets please read more here

Temando believe these Australian offsets will add further value to your business when you or your customer’s policy is to offset emissions from the transport of goods.

About Christopher Sewell

Christopher Sewell the CEO of The Gaia Partnership who is building an on-line application ‘CO2counter’ to measure carbon emissions in all forms of marketing communications on both the supply and demand side. More information is available on www.gaiapartnership.com

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What you need to know about Temando

Temando is the most comprehensive delivery management platform in the world. We have worked hard to develop the most sophisticated state of the art platform that delivers results. Temando is a flexible and focused delivery platform that is all about collaboration to create effective and efficient delivery models. With a huge range of delivery partners you will find the perfect delivery solution every time. Temando works with companies that share the same passion for logistical solutions.

Quite simply, there is nothing else in the market like the Temando platform. In its simplest form, the Temando system allows you to compare quotes and delivery options from over 400 available carriers. The system allows users to automatically book their shipment online, print the consignment label and track & trace. It saves time and ensures that you get the best rate and the best service. 

While Temando is often compared to the likes of Webjet and iSelect, which provide services where users can search all options in one place, the Temando delivery management platform provides far more features and functions. The ‘freight aggregation’ platform that Temando has developed draws quotes instantly from carriers, allowing you to choose the courier that suits your requirements and budget. 

You do not need to go anywhere else with Temando, it is all done within their system, ensuring you speed and options. Not only can you find the right delivery solution via the Temando website, customers can also track, produce shipping documentation, insure goods-in-transit and participate in carbon offset programs. No other service is able to provide the same comprehensive end to end service that Temando does, no other service can ensure that throughout the process you have all the information you need at your fingertips. 

Temando provides an online interface that integrates with a website’s back-end system for high volume shipping. While their competitors are generally interfaced with limited carriers, Temando aggregate over 400 providers, ensuring that customers get the right delivery solution every time. They provide API technology and true aggregation meaning there is no dependency on the carrier’s IT system being available to source a quote and full audit functionality. With Temando you are taken care of internally. 

The Temando System is also able to integrate with shopping carts, content management systems (CMS), warehouse management systems (WMS), accounting systems and enterprise resource planning software (ERP), providing businesses with a total shipping solution.  The scalable platform aims to reduce costs and create demand, by breaking down the barriers to trade.

Temando is not a broker. They aggregate all carrier companies and their pricing into system, providing visibility on all options. This is unlike their competitors, who leverage relationships with carrier companies to squeeze price for cost savings. Temando provides customer services throughout the transaction including quotes, shipping labels, parcel/shipment tracking, automatic carrier scheduling. Temando are independent, they look out for their customers first and foremost so that when you use them you know that you are getting the best outcome. 

When you need the best delivery solution you need Temando.

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It's Getting Festive

More shoppers are buying online than ever before, this means an influx of parcels being sent across the country during the Festive Season. To stay on top of your trading we have put together a list of top tips, Temando facts and courier deadlines to help you.

1. Patience and Planning - The Festive Season is a busy time for everyone! In the lead up get pen to paper and plan out your strategy and deadlines.

2. Communicate – With the planning part done it is important to communicate these deadlines with your customer. Does your website say free overnight delivery? A last minute rush on the 23rd may see customers jumping on this for the freight to be caught up in rush of parcels – resulting in delayed delivery. To avoid upset and disgruntled customers ensure you clearly communicate your deadlines for purchases.

3. Satchels ready to go – Do you send most of your stock in satchels? Stock up before the Festive Season to get you through December. Order satchels by contacting Temando Support or clicking here.

4. Be aware of carrier cut off’s – we have put together a general outline for last days to send out freight and have it delivered in time for Christmas. Please note this is a general outline and no timings are guaranteed.
To find out the freight deadlines click on the city below that you are sending from:
Sydney
Melbourne
Brisbane
Adelaide
Perth

5. Encourage Early Transactions - If it's your first time retailing over the Festive period get ready! It's a rush. Some of our old hand retailers have implemented campaigns in the lead up to encourage shoppers to purchase before certain dates to ensure their parcels arrive on time and to avoid disappointment.

6. Temando Trading Hours

Leading up to Christmas Temando Customer support will be operating from 8am – 6pm AEDT Monday to Friday. 

Customer Support will be closed on the following days –

Christmas Day (Wednesday 25 December)          
Boxing Day (Thursday 26 December)                      
Friday 27 December                                                       
Saturday/Sunday                                                            
New Years Day (Wednesday 1 January)

Skeleton staff are available from the 30th of December until 6th of January with normal hours of operations resuming Monday 13th of January.

It is important to note that any freight not delivered by 6pm on the 24th isn’t going to make it, despite the best efforts of Temando's Support Team. Due to increased volumes over the Festive period delays will be experienced and we appreciate the patience of our customers. 

With some careful planning end of year trading can be your most successful time of the year.

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5 elements of Temando, explained

With Temando, your getting goods from A to B is simple, no matter whether you are an individual or a corporation, an online retailer or a government department. Temando is the world’s most advanced delivery management platform. Not only do they bring together over 400 delivery providers but customers can automatically book their shipment online, print the consignment label and track & trace. 

Why Temando for Individuals?

 
Temando provides access to a multitude of couriers in the one place. Individuals can easily compare delivery options and costs, book online and have it collected from their home. Whether you’re sending packages to or from Albury, Auckland or Athens, Temando can provide a range of delivery options and costs from a host of couriers. Book it all online in a few quick clicks, print off your consignment label and you’re done. Best of all, the system is completely free to use!

Why Temando for Small Business?

 
Online retailers can integrate Temando with their Shopping Cart or CMS, enabling them to offer their customers different delivery options. They can automate their processes and save money and time. Shipping is a vital component of online retailing, it needs to be reliable and prompt, it must be cheap and it must be flexible. Temando ensures that customers get the best outcome, giving them the choice.

Why Temando for Medium Business?

 
Temando provides businesses with the ability to streamline their logistics whilst still using a range of different delivery providers.  The Temando platform can plug into a business’s existing system (e.g. accounting or ERP systems) providing them with total transparency. Companies can see how their spend is tracking against their budget in real time. They only get one invoice from Temando and can use over 400 carriers. The Temando system enables businesses to minimise time spent on shipping whilst ensuring they have a flexible and cost effective outcome. 

Why Temando for Large Business?

 
Temando has the technology to streamline enterprise operations through multi-carrier connectivity and cross border trade. The Temando system creates a seamless customer experience for local and international customers. Temando’s award winning cross-platform integration, easily integrates with eCommerce Platforms, ERP Systems, WMS and Accounting Software - providing large business’s unrivalled overview of your fulfilment value chain.

Why Temando for Partners & Developers?

 
Temando provide a world class delivery management platform, meaning that no matter whether you are a partner or a developer, if you want to move forward, you want to move forward with Temando. The Temando Platform easily plugs into all the major shopping carts, giving developers and platforms an integrated solution to offer their clients. The platform offers single point access to over 400 carriers and overcomes the hassle of sending freight in an eCommerce environment. Temando also has a referral program open to relevant partners. Put simply, Temando is the best delivery aggregation and management system available. 

Temando

The Temando system is peerless, providing individuals, retailers, business, government departments and developers with the most powerful, flexible and efficient delivery management platform available. Move forward together with Temando.

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Top 5 Fulfilment Tips For Retailers

“Shipping can be your key competitive advantage, and your market differentiator ” – Notes Carl Hartmann, Managing Director and CEO of Temando in the latest report from Power Retail – Fulfilment As A Profit Centre .

As today’s discerning consumer increasingly shops online, it’s more important than ever to get your fulfilment right. Below are 5 tips to help retailers deliver on fulfilment:

1.  Free Shipping &/or a clear base shipping value proposition

It’s a myth that people abandon because they don’t get free shipping – they abandon when they get unexpected charges at the last moment of a sales process.

2. Multiple Shipping Options at the Checkout

Consumers are increasingly after delivery options that suit their lifestyle, express shipping, timeslots, and collection options. The more you give the customer what they want, the more likely they are to convert.

3. Free or Easy Returns

 Especially for apparel merchants, free returns is actually an even larger influence on conversions then free shipping

4. Use multiple carriers

Every provider has different strengths and weaknesses, so it’s both more cost effective and more reliable to ensure that the right provider is used for the right destination (lane) and product.

5. Onsite Tracking

The biggest operational cost of an online business is the “where’s my delivery” phone call. By creating shared access to information between the carrier, customer and merchant – customers can be kept in the loop and calls of this nature can be negated.

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PeSA Internet Conference 2013 - Wrap.

Day 1 started with the early birds attending workshops and exhibitors busy setting up. By the time the delegates arrived to networking drinks, the expo hall was looking all types of professional with all exhibitors ready to kick off the event.

Temando Stand

Happy Snaps @
the Gala Dinner

Day 2 kicked off and our very own Carl Hartmann presented on ’How to Leverage the Customer Experience as Your Most Important Selling Tool’. The presentation itself was engaging and Carl offered a range of case studies that had the audience busy taking notes. 

After the conferences, everyone headed back to their respective hotels and glammed up for the Gala Dinner. Congratulations to all those involved for raising over $60,000 for The Reach Foundation. A special shout out to Neto who, combined with Temando, raised over $8,000 for our Ultimate eCommerce platform prize package. Some great photobooth shots were also taken on the night!

Day 3 - Panel of Experts

Day 3 Paul Greenberg of NORA led the panel (Sally-Anne Newson of ASOS, Finn Age Haensel of The Iconic, Ruslan Kogan of Kogan.com and Gabby Leibonich of COD, Scoopon, GroceryRun) in an Hour of Power. The event wrapped up at bar 1Two3 with some well earned networking drinks for all those involved.

A big thanks to the organisers and also to the delegates who stopped by to say hello to Team Temando.

Next up – Online Retailer Sydney 2013 

Ciao for now

Steph @ Temando. 

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Flood Update

Queensland and Northern New South Wales have been experiencing severe weather and flooding. Due to this freight services have been affected to and from these areas.

The carriers on Temando’s system have advised the following information regarding services to flood affected areas, please be advised this information may vary slightly from carrier to carrier:

North Queensland & South East Queensland - are expected to resume service tomorrow Friday 1st Feb.

Bundaberg – Deliveries are expected to be affected for an undefined period of time.

Grafton & Lismore – delays expected due to backlog of freight.

All other areas have resumed normal services; however, road linehaul movements have been impacted by Highway closures including the Newell, the New England and the Pacific Highway. This directly effects movements into and out of Queensland, these closures will likely disrupt the expected delivery dates of road consignments in/out of Queensland and northern New South Wales. Please take this into consideration.

We thank you for your patience, if you have any further questions please contact our customer support team.

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Temando takes out 2 Deloitte Technology Awards

Temando is honoured to have been named a ‘Rising Star’ in the Deloitte Technology Fast 50 Australia Awards. The Rising Star Awards, which we won for the Software sector, recognise high quality and innovative companies with strong growth potential that do not qualify for the Technology Fast 50 list.

We were then entered into the Deloitte Technology Fast 500 Asia Pacific and are excited to announce another amazing win! Temando placed 27th on the list, the 2nd highest of any Australian company. 

The Deloitte Technology Fast 500 Asia Pacific Ranking measures and recognizes growth of the fastest-growing technology companies in the region. Five hundred companies are ranked according to revenue growth rates over the past three years.

Further information on the awards can be found here.

 

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Package Send by Dates for Christmas 2012

Christmas is fast approaching - note our send by dates to ensure your parcels arrive in time!

Sending packages this Christmas? Make sure you book them in on time to ensure they're picked up for delivery before Christmas. Please take note of the cut off times below to avoid disappointment! We recommend you book no later than the morning of 18th December for Metro deliveries, 17th for Regional and 15th for Remote.  Christmas is the busiest time of year for couriers!

If you're an online retailer, exceed your customers' expectations by promptly delivering their purchases. Research has shown that one of the key ways to satisfy your online customers is through timely delivery - make sure your customers get their parcels in time this Christmas!

TNT Overnight Express
Sydney, Melbourne, Brisbane, Adelaide, Perth: 18 December
Regional: 17 December
Remote: 15 December

Fastway Local
Sydney, Melbourne, Brisbane, Adelaide: PM 17 / AM 18 December

Couriers Please
Sydney, Melbourne, Brisbane, Adelaide: PM 17 / AM 18 December

All Other Temando Carrier Partners & Locations
For deliveries before Christmas, please refer to the listed delivery times in the Temando Booking Engine with the delivery day being Wednesday 19 December.

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Insurance Update

When booking shipments through the Temando System, customers have the option of taking Goods-in-Transit Insurance cover for most goods on transit within Australia. This cover can be included for a nominal fee based on quoted freight cost and declared item value combined - a small price to pay for your peace of mind. 

For some time now, we have been working towards further improving this product offering and today we have pleasure in announcing a change for the better. Effective immediately, QBE will be providing coverage under their Parcel Protect product, replacing the product previously offered by Chartis Australia Limited.

Key features of the new insurance cover provided by QBE include:

• Cover for your goods for accidental loss or damage during transit.
• Cover commences from the time your goods are entrusted into the care of a carrier for the purpose of transporting those goods to the destination.
• Cover continues until those goods are accepted at the delivery address, or if there is nobody at the delivery address to accept the delivery, cover is provided for 24 hours after the carrier leaves the goods insured at the delivery address.
• Cover is available for shipments from anywhere in Australia to anywhere in Australia.
• You can insure your goods for up to a value of $25,000 (you will be asked for proof of value e.g. commercial/tax invoices if you make a claim).
• Most types of general goods can be insured. E.g. clothes, books, shoes, stationery, magazines, sporting equipment, electronic equipment. Some goods are not covered and are listed in the "QBE Parcel Protect PDS and Marine Insurance Wording"
• Where you nominate your goods to be delivered to a designated collection point agent, cover is provided for 24 hours after the carrier leaves the goods at the agents address.

View the insurance Product Disclosure Statement here.

The pricing structure for this policy has also changed slightly. The basic premium is calculated at $1 for every $100 of consignment value - please see the insurance terms and conditions for the comprehensive fee structure when you make your next booking. Alternatively, please contact us for further details.

Please note that the following shipments are not covered by this insurance arrangement, however we would encourage you to contact Access Underwriting Management on 1300 563 099 if you wish to seek specific advice about options available for coverage of your goods in transit:

• Goods valued over $25,000.
• Bulk transport of home contents (when you are moving home)
• Other bulk shipments
• Overseas shipments

It is important to be aware of the following requirements when making claims under the new QBE policy:
You have up to 3 days from the time of receiving your insured goods to report damage. If you notice at the time of receiving the goods that they are damaged, please ensure you write the following on the delivery docket at the time of delivery "Package received damaged". Please also ensure this is co-signed by the carrier who delivered your goods.

If you notice damage to your insured goods after the carrier has left, you have up to 3 days from the time of receiving your insured goods to report damage. 

If nobody is at the delivery address to accept the delivery, cover is provided for 24 hours after the carrier leaves the insured goods at the delivery address. If you notice damage to your insured goods, and provided you have collected the goods within the 24 hour period granted, you have up to 3 days from the time of collecting your insured goods to report damage.

Notifications of loss or damage outside of the 3-day notification period may affect our ability to settle this claim.

Please note that this analysis is not exhaustive. Reference should be made to the policy wording. It is very important to read the Product Disclosure Statement and the Policy Wording to ensure that our Policy is suitable for your requirements. The Terms, Conditions and Exclusions can be found in the Policy Wording.

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