Coinciding with the implementation of a new vision for the 30 year old New Zealand-owned and founded courier franchise, Fastway Couriers recently appointed Austin Mortimer as CEO of the company.
Under Mortimer’s leadership, Fastway’s refined strategic direction will focus on advancing in customer service levels, growth and profitability.
A series of other appointments were announced at Fastway Couriers’ Napier franchise support office (FSO), including new marketing manager, Jantha Gooding.
Mortimer believes organisational efficiencies and a renewed focus on the latest technology will allow the company to be more responsive to evolving customer needs, and in turn power growth for the business.
“With the constant growth in online retailing, consumer expectations are higher than ever before.
“Over the last few months, we have introduced a range of new technologies, improved our service offerings and made major changes from an operational perspective, all for the benefits of our franchisees, clients and customers.” he said.
Fastway Couriers now operates out of 17 regional depots with more than 250 courier franchisees delivering goods across the country.
“With NZ Post looking to cut its mail deliveries down to three times a week, online retailers around the country are taking notice and are now reassessing whether the ‘default option’ of post is working for them.” Mortimer said.
“This has resulted in Fastway growing its domestic market share by 15% year on year for the last five years. I see plenty of opportunity for this to continue and for Fastway Couriers to step up to number two in the New Zealand market within three years,” he added.
The franchise structure is designed to provide top quality customer service, as for many clients ordering online takes out the element of seeing anyone besides the courier when the delivery is made.
“Our couriers are the face of our business, and as business owners, they’re more likely to do a better job,” commented Mortimer.
“Fastway Couriers is a network of local business people, who are each invested in working closely with their customers to build their businesses. This dedication to our customers has helped Fastway to establish an impressive list of clients, including ASOS and Briscoes.”
However, customer service is just one side of the equation.
“Our mission to ‘delight our customers at the door’ requires the latest technology to help our clients and their customers stay informed, ensure efficiency and raise levels of satisfaction. For example, our advanced track and trace system enables customers to be able to locate their parcel every step of the way. They can see where their package is 24/7, from pick up all the way to delivery,” said Mortimer.
Group managing director, Brem Ellingham, said the CEO’s influence has been felt at all levels in the company.
“Austin has consistently demonstrated his clear vision for the company by rebuilding the FSO team and bringing specialist skills on board. He’s also the driving force behind the rollout of a range of key initiatives.”