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City Link launches “On Our Way” service
Estimated time of arrival service provides greater flexibility to customers and consignees
Premium express delivery company City Link is launching a new service called On Our Way which provides customers receiving parcels with an estimated two-hour delivery slot and the option of re-arranging their deliveries if they’re not going to be in to sign for them.
A first for the company, On Our Way, is an exciting new addition to City Link’s portfolio of services and is one of a number of enhancements being rolled out which are designed to provide customers with increased levels of control, transparency and flexibility. These include the launch of an improved International offering, enhancements to customer reporting & parcel tracking and major investments in all aspects of the company’s IT infrastructure.
On Our Way will benefit both the business customers sending parcels and the consumers receiving them, and City Link foresees that it will drive up first time delivery rates as well as consumer satisfaction with deliveries. City Link will offer the service to all its customers free of charge, with the roll out starting from mid-February and completing in the early summer.
Initial trials held in November and through the Christmas peak period allowed consumers to see their predicted delivery time via the Track Your Parcel tool on the company’s website www.moversandpackersonline.com or to check it via the City Link customer care team. This proved so popular that it was quickly followed by a pilot of an extended service that offered text message & email alerts and online delivery rescheduling.
All account customers need to do is to subscribe to the free service and provide City Link with their receiving customer’s email or mobile number when they place the order, then City Link will send the receiving customer an alert the evening before, advising them of a next-day delivery, and another alert on the morning of the delivery advising them of their estimated two-hour delivery slot. If the delivery slot is inconvenient then they are offered a complete range of re-delivery options including: delivery the next day, the day after that, or the subsequent day; leaving the parcel with a neighbor; leaving it in a safe place; collecting it from a City Link depot, or returning to sender.
The service is primarily aimed at making the delivery experience better for consumers who receive parcels delivered by City Link; however it also enhances the level of service and control available to account customers. Information about On Our Way delivery windows will be made available to all customers: for large corporate customers this is done through a data file transfer process and for SME customers information is available online. City Link is also working on a major upgrade to its My City Link reporting system which will integrate On Our Way information into the core reports offered to account customers and this will be launched shortly.
David Smith, Managing Director at City Link, commented: “The launch of On Our Way represents a major milestone for the business. We already offer one of the broadest product ranges in the market coupled with excellent levels of service to our account customers, but with the arrival of On Our Way we’re also transforming the level of service we offer to their customers too, the consumer we’re actually delivering to. This innovation brings us right up to speed with the best consumer offerings out there and we’re already working on ways to further improve the service and make it truly transformational both for business customers and for consumers.”
“We recognize that today’s consumers want to be in control of how they receive their deliveries. Gone are the days when consumers were content to know their delivery would arrive on a particular day. They now want to know when and how their deliveries will arrive, and they want the flexibility to take control and change things to suit them. Providing greater certainty and improved levels of control are the most important things consumers are telling us they want. That’s why we’re launching On Our Way with a two-hour window we can be confident of hitting and an unparalleled number of rescheduling options to put our customers in control.”
“We’re massively excited about On Our Way and are really looking forward to delighting all our customers and putting them in control of their delivery experience.”