Man delivering mail to a house
Man delivering mail to a house

Supporting flexible deliveries with a flexible payments platform

The launch of a new ‘redirect home’ service from the delivery company Bring gives customers the flexibility of choosing when they want to have parcels delivered directly to their door. Nordea’s online payments platform Nordea Connect, provides a quick and easy way for paying for this innovative delivery service.

 

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Bring is one of the largest transport and logistics companies in northern Europe, offering a range of solutions for parcels, cargo and mail in their home markets of the Nordics, Benelux and the UK. In Sweden, Bring handles around 15,000 to 20,000 parcels per day and owns and operates a network of approx. 1700 unique pick up points for delivering parcels and packages across the country.

As the demand for online shopping grows exponentially, Bring is continually looking for new solutions to enhance the customer experience for both e-commerce merchants and consumers. In Sweden, thanks to the launch of the ‘redirect home’ service, anyone receiving a notification that their parcel is about to be delivered to a pickup point, can now choose to pay a small fee to have the parcel delivered directly to their home instead.

Going the extra mile

Robin Engstrand, Strategic Product Developer at Bring, says: “Bring offers several different services for e-commerce merchants and we are working on adjustments to several of them. In this case we were working on introducing a better flow and experience for our ‘pick up parcel’ service. If a person buys an item online from an e-commerce merchant and chooses Bring ‘pick up parcel’, the parcel is delivered to a pickup point close to where the person is living.”

“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. There are different ways of maintaining the right level of security in the delivery process for these parcels and in some cases the customer can use the identity verification service BankID. The pricing for ‘redirect home’ varies depending on the address,” adds Robin.

John Sandberg, Senior Cash Management Adviser at Nordea, says: “If a person happens to be working from home and doesn’t want to go out and pick up the parcel, they can now purchase an add-on service which gives them the extra convenience of having it delivered to their door.”

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.”

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.

Robin Engstrand, Strategic Product Developer at Bring

Future proof payment gateway

In order to enable customers to pay for ‘redirect home’, a payment service provider (PSP) was needed that would match the quick and easy user experience the solution was designed to achieve. Thanks to a long partnership with Bring, the Nordea team were on hand to present the bank’s online payment gateway Nordea Connect to support the service.

John says: “Bring’s new offering is a fantastic way of expanding their traditional business model of servicing merchants to connecting directly with consumers as well. We started to discuss the idea of using our PSP solution Nordea Connect which works as a payment gateway where we have integrated all of the most common payment methods in the Nordics. In Bring’s case, Swish was the preferred payment method but with one connection Nordea Connect can be used in all of the Nordic countries as well. This means its future proof, so if Bring choose to expand ‘redirect home’ to other Nordic countries or would like to have other payment methods or alternatives added at a later date, we will be able to offer that rather easily.”

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.”

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.

Robin Engstrand, Strategic Product Developer at Bring

Although it is possible to tailor the Nordea Connect payment gateway so that it has the same look and feel as the other web pages in the service, Bring decided to keep the design as a Nordea branded page.

Robin continues: “We didn’t feel the need to take the Nordea page and wrap it in the green colours of Bring. Seeing the Nordea 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 at the payment page which is of course as a bank something that they handle really well.”

Close collaboration

After beginning the project in the summer, ‘redirect home’ is now live and can be offered to 75% of people living in Sweden. The service will be provided around the network of pickup points located in towns and cities and near major roads.

IT developers in Bring and Nordea worked closely to make sure the service was up and running in time for what is traditionally the busiest part of the year for parcel deliveries.

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 and plan the process. We started with a checklist of all of the things we needed from Nordea and Bring to make it work and things moved very quickly and efficiently from then on. 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 adds: “The collaboration with Bring has been a really smooth process from start to finish. This is a brand new way of adding choice to deliveries and its really exciting to see what happens now the service is live.  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.”

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.

John Sandberg, Senior Cash Management Adviser at Nordea

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. Combining that with the agility that Nordea and the whole team has shown from day one and kept going until we were finished is very impressive and just what we need. Bring in Sweden can now offer customers a more flexible service that can really fit with their changing lifestyles.”

For more information check out the new Nordea Connect website or write to John at John.Sandberg@nordea.com.

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