07/07/2020 - NETWORK UPDATES
We would like to thank customers for their patience during this pandemic.
The Networks are still trying their best to keep on top of the increase of freight which we've seen as a result of shop closures and isolation.
Please can we reiterate to manage your customers expecations when placing orders, and advise that network delays are still very much expected.
We'd massively appreciate being able to relieve the depots of 'day one' stress by leaving 24 hours from the date of dispatch before raising a query with us.
We are finding that the majority of issues being looked into day one are resolved day two with no intervention needed.
Derby Express Team
27/05/2020 - SERVICE UPDATE
As was the case in the last service update below (14/04/2020), in the wake of another bank holiday, we have again seen a dramatic increase in the amount of freight received in to the network. Every effort is being made by each depot within the APC network to conform to the service selected, however the increased freight, coupled with reduced staff, is inevitably putting pressure on delivery depots and will, in some cases, result in delays. Can we please ask that customers continue to let their customers know of the possibility of delays.
Thank you all again for your patience and support during these difficult times.
Derby Express Team
14/05/2020 - EXPECT MESSAGING
Given that delivery depots have now had chance to acclimatise to different ways of operating, something that will obviously be with us for some time to come, it has been agreed we will restart Expect messaging for all qualifying activity from Monday 18th May.
17/04/2020 - FURTHER UPDATES
Expect Messaging Pre Alert Suspension
As we continue to see increased volumes, with the associated delays to freight in some areas of the network as well as the increased pressure on the AM operation in depots causing late changes to routes for delivery drivers, we have decided to temporarily suspend the expect messaging functionality.
Effective from Friday 17th April, there will be no e-mail or SMS eta alerts issued.
We will re-instate the functionality when appropriate. This will not impact on any APC Pinpoint activity.
Service Performance within the Carrier Sector
All carriers within the sector are facing challenges as a result of COVID-19. The surge in B2C orders has created a capacity challenge that is not unique to our network; the larger B2C specific carriers have service delays in many areas. Some of our competitors with national call centres have had difficulty with remote working and an inability to deal with calls- some have even closed their call centres as service provision is not possible. Having consistent skilled resource to deal with volume fluctuations has been a challenge to all.
14/04/2020 - DELAYS IN THE NETWORK
Due to the unprecedented increase in volumes through the APC network coupled with one of the busiest times of the year after 2 bank holidays, Derby Express and APC are doing their very best to overcome the customer demand and meet delivery expectations where possible.
We are asking all customers to please make their customers aware that there may be delays in deliveries over the next few days as delivery depots are working night and day with reduced staff / drivers due to the pandemic that is affecting our nation currently. Unfortunately we cannot currently put a timescale on when the delay will abate.
Your Derby Express customer service and operations team are all safe and well and are working nonstop to ensure our customers freight is delivered as quickly and as safely as possible. The phone lines and email channels are currently experiencing huge demand and we can only ask for you to be as patient as possible and be assured we are doing all we can, with all hands-on deck as always.
We thank you for your support in this difficult time and hope that you are all staying safe.
Same day third party collections are no longer offered, anything booked before 12:00 on day one, will be collected on day two.
Due to current cirumstances we are no longer offering delivery of live fish or bees.
Please be aware we will not be allowing anyone to collect packages from our Derby branch, please arrange a re delivery for goods held with us.
No over the counter parcels are to be sent currently, please use as an alternative.
Following from the Governments announcement on 23/03, please be aware we are collecting as normal for now, if anything changes we will be the first to advise all customers via email and a status update on our website just so you're not left in the dark.
We are writing to you to set out the measures we are taking as a business in response to the escalating situation in the UK due to COVID-19.
We are currently monitoring the situation very closely and wish to re-iterate that the health and safety of our employees , customers and members of the public that we interact with remains our priority.
We have already implemented the following precautionary measures :
Mandatory anti-bacterial cleaning of all electronic devices daily.
Everybody is encouraged to keep up to date with government and world organisation guidance.
Hand washing guidelines have been published and adhered to throughout the company
We have stopped any non-business critical visitors entering the building.
We have provided our drivers with protective gloves and anti-bacterial wipes.
Both APC and TPN networks have implemented temporary measures for the signing of the electronic POD devices effective immediately. These are detailed as follows :
TPN have advised that should a consignee wish to not sign the drivers electronic device at point of delivery, they are to sign on their own piece of paper with their own pen – the driver will then take a picture of this signature.
APC have advised that should a consignee wish to not sign the driver’s electronic device at point of delivery, the driver should type the receiver’s full name and sign “CV” in the signature box.
We will continue to monitor the impact that this unprecedented situation brings in the coming weeks however please be mindful that during this time delays may be encountered due to staffing issues and increased cleaning diligence.
We will of course keep you as informed as we possibly can. Should you have any urgent concerns – please express these to us immediately.
Please stay safe.
DERBY EXPRESS COURIERS
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