Christine Durkin, UK sales manager, First Ondemand
Matthew Robertson, commercial director, NetDespatch
What does winning the award mean to First Ondemand/NetDespatch?
Durkin: First Ondemand and NetDespatch are delighted that SecureScan has been recognised in this way. We are pleased to get industry and peer recognition for a visionary service and highlights how important it is that companies continue to innovate even in an industry that is regarded as very mature.
Robertson: The award will help promote this essential service to the postal and parcel delivery sector, so businesses and consumers can benefit from authenticated delivery as soon as possible.
Why do you think SecureScan won?
Durkin: SecureScan succeeded because of the uniqueness of its technology offering and the compelling synergy of First Ondemand’s technology innovation and NetDespatch’s industry-leading Velocity platform. Delivery organisations are striving to reduce capital investment but must still remain competitive and innovative, and products like SecureScan can help achieve these often contradictory goals.
Robertson: SecureScan provides delivery organisations with the ability to provide new revenue-generating services for a very low operational expenditure, and it also helps reduce the wide-ranging costs associated with fraud. The whole industry will benefit.
How does SecureScan compare to other products on the market?
Durkin: The closest alternatives to SecureScan are traditional proof of delivery signature systems, to which SecureScan is an enhancement. However with the increase in higher-value deliveries and the need to reduce the incidence of identity theft, it is becoming more important to ensure products and documents are delivered only to the intended recipient.
How does SecureScan benefit the postal industry?
Durkin: SecureScan uses the latest internet, auto ID and wireless communications technology to provide a fully authenticated proof of delivery. SecureScan is expected to significantly reduce the costs associated with incorrect delivery, including friendly fraud, and subsequent disputed delivery claims and chargebacks.
Robertson: SecureScan is also an important mechanism for ensuring that personal documents such as passports, drivers licenses, visas, legal documents and credit cards are only delivered to the intended recipient. We hope that using SecureScan as part of a secure authenticated delivery process will make identity fraud more difficult.
What kind of customer feedback have you received?
Durkin: Customer feedback has been very positive. Customers immediately see the relevance of SecureScan for their particular customer base and delivery profiles. They also appreciate that changes to existing software and hardware are minimal and the service can be adopted in a modular fashion – they can roll out SecureScan very quickly and with minimum capital expenditure. The combination of NetDespatch’s software as a service platform, Velocity, and First Ondemand’s security technology allows customers to provide new services quickly and effectively.
Can you tell us more about First Ondemand and NetDespatch’s working relationship?
Durkin: SecureScan authentication technology was originally developed by First Ondemand but needed the support of the NetDespatch Software as a Service platform to ensure seamless integration with customers, with the security of key authentication data being held by a third party.
Robertson: The NetDespatch platforms include: Velocity, systems integration, booking, labelling and tracking; Agility, for simple provision of handheld terminal software; and PODXchange for the transformation and transmission of POD data and signatures. SecureScan is a joint approach and both companies have committed sales and marketing resources exclusively for SecureScan. Both companies believe this is the first of many new and innovative products for the postal and courier markets.
Market conditions are quite tough at the moment. Why do you think SecureScan has done so well?
Durkin: In recessionary times the level of all types of delivery fraud tend to increase, and customer feedback has shown a great appetite for the SecureScan service. Both companies are working hard to promote the service within an existing customer base. The innovative nature of the SecureScan product and its broad appeal across many sectors has also allowed NetDespatch and First Ondemand to target new customers and this has increased the potential market size for SecureScan.
Robertson: With the tough market conditions, organisations are looking to reduce costs and retain and grow their customer base. SecureScan can increase customer satisfaction and retention by authenticating delivery and reducing operating costs such as redelivery and re-supply, late or deferred customer payments, chargebacks and insurance premiums. SecureScan also introduces a secure audit trail and an effective secure delivery supply chain. The speed at which the system can be integrated within an organisation means SecureScan will deliver an ROI in a very short period of time.
What does the future hold for First Ondemand and NetDespatch?
Durkin and Robertson: Both companies see SecureScan as representing the beginning of a long-term relationship that will provide innovative products and services into the postal, parcel and wider distribution and logistics marketplaces.
We would like to thank the organisers of the event and the awards committee and would like to invite all interested parties to visit either the First Ondemand website at: www.firstondemand.com/securescan, or the NetDespatch website at: www.netdespatch.com for further details.
