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Post Office ramps up click and collect drive

The Post Office is ramping up its drive to provide improved click and collect services for its customers and retailers.

Automated lockers and self-service counters are being tested as part of the Post Office’s move to provide more user-friendly services and extend the hours customers can use its facilities.

The lockers would be code operated allowing shoppers to pick up or return orders outside of normal post office opening times.

They are among new technology being explored at the Post Office’s “Design Lab”, which tests new customer service ideas, and if successful could be trialled in some branches later in the year.

A Post Office spokeswoman said: “We have 11,500 branches with 97% of people within a mile of a branch, so it makes sense that people can use them to collect orders, as well as other Post Office services. We already have 5,000 extended hours branches and we are looking at ways to make using the Post Office is even more convenient.”

Last month, Royal Mail made its click and collect service with Post Offices available to 20,000 SME contract customers. This allowed small and medium sized online businesses to offer customers the option of collection from 10,500 Post Office branches.

Readers' comments (1)

  • Free consulting - they need an app or SMS texting system so that a customer can send a message before they visit, to make sure the pick up turnaround time is quick (and little queuing). There are three historic issues with picking up parcels (and it's the same at depots).

    Long queues then proof of who you are for pick up. Then the challenge for staff finding your parcel amongst the others.

    They need to get a basic service well executed before developing service ideas that require far more capital expenditure (and time to implement them).

    I should add Argos has techniques also worthy of replicating.

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