Introduction

InPost is the most successful operator of automated parcel lockers in Europe.  InPost Parcel Lockers revolutionized the e-commerce delivery by providing a convenient way to send, collect and return parcels whenever the customer chooses, through a network of conveniently located and easy to use terminals.

Challenge

InPost were experiencing a high volume of in-service failures due to key components in the PC core of their parcel lockers. The core PC has control of the locker, network connectivity and QR code scanning. Repair of devices was being sent to Poland which was costly and had a significant delay in their return – measured in weeks!

Solution

IPKS provided a UK based managed solution, sourcing parts and providing a repair service for circa 500 PCs with a maximum 5 day turn around time. Working closely with the InPost operational and engineering teams provided insight and recommendations and “fixes” to drive down repeat in service failures.

Benefits

InPost were delighted by the timely and reliable repair service delivered by PKS which removed the uncertainty of replacement units being readily available. Taking the initiative to consider the full picture making suggestions to improve reliability and not just provide a vanilla repair service has allowed InPost to redefine expected future failure rates for specific locker systems.

Result

Working with PKS delivered an operational “run time” cost reduction by reducing the failure rate and subsequent engineering call out plus a reduction of service buffer stock required to cater for long lead times for repair. Customer satisfaction was measurably raised by the fact that lockers were operational when their customers needed them.