I’m thrilled to sit down with Rohit Laila, a veteran in the logistics industry with decades of experience spanning supply chain management and delivery services. Rohit has been at the forefront of innovation, passionately integrating technology to transform how parcels reach customers. Today, we’re diving into the exciting expansion of a long-standing partnership between a major UK parcel delivery company and a prominent retail group, exploring how this collaboration is shaping the future of e-commerce delivery, the role of innovative strategies like locker systems, and the broader vision for growth and customer convenience in the logistics sector.
How did the partnership between your company and this major retail group first come about, and what have been some defining moments over the years?
The relationship kicked off back in 2014, born out of a mutual need for reliable, scalable delivery solutions as e-commerce was really starting to boom. We saw an opportunity to support a retail group with a diverse portfolio of brands, ensuring their customers got orders on time. Over the past decade, key milestones include adapting to massive spikes in online shopping, especially during peak seasons, and integrating new tech to enhance tracking and delivery options. Each step has been about growing together and meeting evolving customer expectations.
What does the recent two-year extension of this partnership signify for your company and the retail group’s family of brands?
This extension is a testament to the trust and synergy we’ve built over the years. For us, it solidifies our role as a cornerstone delivery partner, allowing us to deepen our operational integration with their systems. For the retail group’s brands, it means their customers—whether shopping for fashion or home goods—can continue to rely on fast, secure deliveries with more options than ever. It’s about ensuring a seamless experience from checkout to doorstep, which is critical in today’s competitive market.
Can you walk us through the new $68.5 million locker strategy and how it’s set to enhance the shopping experience for customers?
Absolutely. This locker strategy is a game-changer. We’re rolling out thousands of secure, accessible lockers across the UK, placed in convenient spots like supermarkets and transit hubs. For customers, it means they’re not tied to being home for a delivery. They can pick up their orders at a time that suits them, whether it’s on their commute or during a quick errand. It’s all about giving them control and flexibility, which is a huge win for anyone with a packed schedule.
There’s talk of an expected increase in parcel volumes this year. What’s driving that growth, and how are you gearing up to manage it?
The growth is largely fueled by the ongoing surge in online shopping, coupled with the expanding reach of the retail group’s brands. Seasonal peaks, like holiday shopping, also play a big role. To handle this, we’re ramping up our capacity—hiring more couriers, optimizing delivery routes with data analytics, and expanding our network of drop-off points. It’s about staying ahead of the curve so we can maintain speed and reliability no matter the volume.
Your company has an ambitious goal to double its ParcelShop and locker network by 2030. What’s the plan to make that happen, and how will it impact customers?
We’re taking a strategic approach, partnering with local businesses and property owners to set up more ParcelShops and lockers in high-traffic areas. We’re also investing heavily in infrastructure to support this expansion. For customers, this means more choices—whether they want a parcel dropped at a nearby shop or picked up from a locker. It’s about bringing delivery closer to where people live and work, making the process as effortless as possible across the UK.
There’s been mention of a proposed merger with another major logistics player. How does this align with your company’s long-term vision?
The merger is a strategic move to combine strengths, enhance our network, and drive innovation at a larger scale. Our goal is to create a more robust, efficient delivery ecosystem that can handle growing demand while pushing the envelope on sustainability and tech-driven solutions. It’s about positioning ourselves as a leader in the logistics space, ensuring we can offer even better service to partners like this retail group in the future.
The retail group has highlighted the importance of speed, flexibility, and visibility in delivery. How does your company deliver on those expectations?
We prioritize those elements in everything we do. Speed comes from optimized routing and a vast courier network that ensures quick turnarounds. Flexibility is baked into our options—customers can choose home delivery, lockers, or ParcelShops based on what works for them. And visibility? We’ve invested in real-time tracking tools so customers always know where their order is. It’s about building trust and meeting the high standards today’s shoppers expect.
Looking ahead, what’s your forecast for the future of e-commerce delivery and logistics in the coming years?
I see e-commerce delivery continuing to evolve at a rapid pace. We’ll likely see even more integration of technology—think AI for route optimization and drones for last-mile delivery in urban areas. Sustainability will also be a huge focus, with pressure to reduce carbon footprints through electric vehicles and smarter logistics. For us, it’s about staying adaptable, investing in innovation, and keeping the customer at the heart of every decision. The next few years will be about balancing speed with responsibility, and I’m excited to see where it takes us.
