Today 75% of all Hermes deliveries have an online background. Goods are ordered online, either by the customer directly with Hermes or via an online seller. Our customers “live” on the net – and Hermes has now joined them there. According to a study by the University of Bremerhaven, the internet offers the logistics sector completely new opportunities. Professor Heike Simmet sees huge potential here: “Social media do not just mean the opening of up new communication channels for our economy and society but also a change in the culture of communication.”
Enquiry and complaints management is an important facet of social media use. Hermes uses Twitter and other social media channels such as the consumer protection site ReclaBox or the evaluation platform Qype to enter into contact with its customers quickly and directly.
New opportunities are being opened up by social media services such as Facebook and YouTube, including in the area of company presentation. The Hermes Logistik Gruppe Deutschland corporate blog is to be launched in 2012. The aim is to showcase enthusiastic employees who put everything into their projects. Another field is the use of certain internet platforms and networks to recruit new staff.
Media innovations are also planned for other links in the logistics chain. From the parcel shipper that Hermes once was, the Group is increasingly being transformed into an information logistics provider and service provider than can be reached always and everywhere.