Video: On a red screen white text reads, "Sorting correctly to move your parcels efficiently through our network." The Australia Post logo appears below. In a warehouse, an employee strides past towering shelves. A metal Australia Post basket is full of patterned boxes. An employee moves a ULD with a forklift.
Audio: Rob: Using the Australia Post network instils a lot of confidence in our customers. They're a reasonable service with great trackability and they have a great ability to get our orders to our customers on time.
Video: In the warehouse a dark-haired man wears an orange safety vest. Text: "Rob Saunders, Manager for eCommerce." An EB Games sign is mounted on a warehouse. Boxes on a conveyor belt are taped shut. The parcels have printed address labels.
Audio: Rob: Hi, I'm Rob Saunders and I manage the eCommerce team for EB Games up in Brisbane, where we service our retail stores and our online customers. Getting our sortation right is really important for us. However, if we get our sortation wrong, it can lead to the parcel being sent to the wrong parcel facility, which leads to delays to the customer and an influx of calls to our customer service centre.
Video: An employee packs a parcel and sticks on a Parcel Post label. ULDs are labelled "Small Sort only," and "Large Parcels only". The employee puts parcels through a size gauge. Two printers are labelled 'Parcel Post' and 'Express Post'. She puts a parcel in an Express Post ULD.
Audio: Rob: So we put a fair bit of training into our staff to make sure they understand the importance of the sortation for speed and size. To help our staff with sortation, we use the small-parcel gauge, we have coloured labels and we also use ULD labels.
Video: A label is stuck to a ULD. It is marked with city, state, "Large Parcels", number of parcels, the customer, and the date and time. Two ULDs filled with parcels are loaded onto an Australia Post truck. The truck drives off.
Audio: Rob: It's important that we apply the correct label to the ULD based on the speed and size of the parcel, along with the date and weight before dispatching it with Australia Post. At EB Games, when we get our sortation right, it means that we're getting our orders to our customers on time, which promotes a positive customer experience.
Video: A light-haired man stands in an office overlooking a sorting facility. Text: "Rhys Dodson, Customer Excellence, Australia Post." ULDs are unloaded from an Australia Post truck, wheeled into a sorting facility, then unpacked onto a conveyor belt. Parcels slide down chutes leading from a conveyor belt to a ULD.
Audio: Rhys: Hi, I'm Rhys Dodson from the Customer Excellence team at Australia Post. We're working with our customers like EB Games every day to help meet their customers' delivery expectations. Our facilities are set up to process parcels depending on speed and size, meaning if a small parcel goes to a large-parcel facility in error, it then needs to be transported to the correct processing facility. This can lead to delivery delays and increased calls to your support team. This impacts your customers' overall experience.
Video: Employees sort parcels onto trolleys and ULDs. ULDs are labelled "Small Parcels", "Express Post", Small Sort only", and "Large Parcels only". A staff member puts parcels through the slot in the size gauge. Parcels are labelled with yellow Express Post tape. In fast motion, parcels speed through the sorting facility.
Audio: Rhys: What you do before we pick up your parcels can make a real difference. One of the easiest things you can do before your parcels are collected is to separate them by speed and size. It's simple. Separate your Standard from your Express parcels, then for Standard parcels, separate your small from your large. You can ensure your Standard parcels go to the right facility by using the Australia Post small-parcel gauge to separate items by size. Using Express Post tape can help differentiate Express from Standard parcels so that they are sorted correctly and prioritised through the Australia Post network. We're here to help. Your account manager is available to discuss how you can sort your parcels to ensure efficient delivery and a great experience for your customers.
Video: The Australia Post logo appears on a red screen.