- 24/07/2026
- 15:21
reading time : 2 min
Lucie Monnot
Content Marketing Manager
Since 2022, Relais Colis has undertaken a major restructuring of its logistics organization. Through a series of strategic initiatives, the company has focused on optimizing its transport activity. To do so, Relais Colis has implemented two essential actions: the centralization of logistics management and the integration of the Nomadia Delivery solution. These combined measures aim to improve the efficiency and accuracy of their operations, positioning the company at the forefront of logistics innovation.
It is within the framework of the project initiated at the beginning of 2022 that Cécile Nury, Marketing and Network Director, and David Dreno, Operations Director, share their experiences with us.
Among the topics discussed during the interview, one proved particularly rich in insights: the link between logistics structuring and customer satisfaction. In this article, you will find out how Relais Colis sustains and develops its business by structuring its logistics and thereby optimizing the quality of its service.
Table of Contents
Customer satisfaction: objective number 1
The importance of a quality delivery service
Several studies confirm the importance of delivery in the customer journey:
- a Groupe Star Service study on the expectations of e-commerce customers (2021),
- an IFop study on consumer delivery expectations (2016),
- an Ipsos study (2022).
All of these studies indicate the necessity for companies to rely on a quality delivery service. The Ipsos study informs us that 85% of e-commerce customers would choose not to recommend a brand after a poor delivery experience. The Groupe Star Service and IFop studies reveal that, for more than 62% of respondents, the most important criterion for e-commerce purchasing is delivery. Naturally, Relais Colis therefore strives today to take care of its customers’ satisfaction by every means available.
- Service quality for a highly competitive business
Service quality is of particular importance in activities as competitive as home delivery.
Measuring customer satisfaction now allows Relais Colis to assess the impact of the projects undertaken in this direction over the past two years. To measure customer satisfaction, Relais Colis relies on an indicator widely used by companies: the NPS (Net Promoter Score).
The NPS: a benchmark indicator of customer satisfaction
The NPS is used by many companies as a satisfaction indicator. It is a score calculated on the basis of customer responses to several questions such as: “On a scale of 1 to 10, how likely are you to recommend the Relais Colis service to someone close to you?”
How is the NPS calculated?
The NPS is the percentage of promoter customers minus the percentage of detractor customers. Responses are segmented into 3 categories:
- From 1 to 6: detractors.
- From 7 to 8: passives.
- From 9 to 10: promoters.
For example, if 54% of customers are promoters and 12% are detractors, the NPS will be 42 (54 – 12).
Discover in this article how to effectively improve your Net Promoter Score thanks to your best ambassadors: your employees. Improve your NPS by investing in your employees
The evolution of the NPS at Relais Colis
Relais Colis has been collecting feedback for several years and can now observe the evolution of its customers’ satisfaction. Before the projects initiated in 2022, the Relais Colis NPS was around 60, already a very good score. Today the Relais Colis NPS on the new model exceeds 80, even reaching 85, which borders on excellence!
In sharing this resounding evolution of the Relais Colis NPS, David Dreno nonetheless nuances his remarks: “However, I cannot say that it is solely the Nomadia solution that explains this evolution. It is a backbone that enables correct organization and the energizing of all your teams, freeing up space for other topics…”
Customer satisfaction is linked to actions that take place upstream of the delivery act. Certain indirect impacts are crucial. For Relais Colis, logistics optimization and the adoption of the Nomadia Delivery solution have been structuring and make it possible to develop the business along multiple dimensions.
- Customer satisfaction by every means
“The NPS questionnaire is associated with other questions in order to understand the score. But to avoid asking too many questions of the customer and missing nothing, we opted for simple, open-ended questions to collect rich verbatim responses that we then analyze to group into categories.” Cécile Nury
The NPS reflects the customer’s reality; however, it is associated with other metrics. But it is the NPS that carries the meaning of what we produce.
Logistics: a pillar of service quality
With consistent and optimized routes, we can focus on energizing crews and monitoring delivery quality.” David Dreno
Relais Colis logistics revolution: centralization and automation
A desire to centralize route management
“We re-centralized appointment management to achieve an optimized and comparable level of service across the entire territory.” Cécile Nury
The process changes at Relais Colis were organized with the aim of centralizing logistics processes. Initially, appointment scheduling was delegated to partners. The centralization of the interface made it possible to standardize and harmonize methods and processes, enabling better control over service quality.
Dedicated team and economies of scale
In the case of Relais Colis, centralization also means the possibility of dedicating a specific team to logistics management. The efficiency gains are numerous: professional expertise, economies of scale, tasks previously duplicated at every partner location, and more.
To maximize the benefits of centralization, the changes undertaken are complemented by the adoption of a logistics route management tool: Nomadia Delivery
The importance of details
“With automation and the ability to adapt routes precisely, possible human errors are eliminated, and the many specific constraints are incorporated for an ever more precise and efficient service.” Cécile Nury
Unavoidable complications prove particularly frustrating from the customer’s point of view when poorly managed. This is precisely the added value of a solution like Nomadia Delivery: the tool proposes one or more routes based on constraints and optimization objectives while allowing exceptions to be specified.
Logistics optimization at every stage of the delivery process
Structuring logistics makes it possible to standardize and centralize flow management. The various stages of delivery are all subject to possible improvements! Relais Colis shares with us more precisely how each stage of the logistics journey can benefit from relevant structuring.
- Before delivery: accelerating delivery and facilitating customer reception
“A successful delivery experience begins well before the delivery itself; appointment scheduling in particular is a key point, and route optimization is therefore at the heart of the success of this experience.” Cécile Nury
Inventory management and route optimization
Upstream of the delivery, logistics optimizations make it possible to better manage stock and vehicle loading. The Nomadia Delivery solution and Relais Colis’s new methods thus optimize this process.
“Fewer kilometers traveled means energy savings, personnel savings, and reduced pollution generated.” David Dreno
This optimization not only saves time, but also reduces fuel costs and vehicle wear. The benefit is multiple: both ecological and economic!
Communicating precise delivery time slots in advance
Informing customers in advance of precise delivery time slots allows them to better organize themselves to be present at the time of receipt. This anticipation reduces the risk of missed deliveries and the associated complications. In addition, it enables delivery drivers’ workdays to be planned more efficiently.
Proactive communication on order status and delivery time slots gives customers complete visibility over their purchase. Knowing where their parcel is at all times reassures them and improves their user experience. This transparency contributes to reducing calls to customer service for delivery information.
- During delivery: precise appointments and engaged teams
The precision of appointments and respect for customers
Adherence to delivery schedules is one of the criteria most valued by customers. Thanks to Nomadia Delivery, estimates are precise and allow both customers and teams to organize themselves. The management tool also optimizes routes based on the weight and bulk of parcels.
This precision makes it possible to minimize delays and ensure a positive experience for customers. Cécile Nury points out that current processes make it possible to estimate delivery times to within a few minutes. Respecting deadlines reinforces the credibility and reliability of the service.
Respect and empathy from teams
The training of delivery teams places emphasis on respect for customers’ privacy, particularly when delivering furniture directly into their homes. Such an approach requires empathy and impeccable professional behavior.
Respectful management of delivery teams
Good relations between teams and customers are facilitated by a genuine consideration for the teams. Integrating their concerns into route planning helps to involve them. The success of deliveries depends on teams who are satisfied and respectful of customers, and on teams who are respected and satisfied!
To ensure good management of customer relations, collecting feedback is important: the service continues after delivery!
- After delivery: availability, monitoring, and self-reflection
Remaining available and attentive
It is essential to remain available to customers after delivery, especially in the event of unforeseen issues, damage, or forgotten items. Preventing potential dissatisfaction helps maintain a good level of customer satisfaction.
Post-delivery customer feedback and reviews make it possible to collect first-hand information. Comments from your teams can also be useful and rich in learning.
Measuring and collecting customer feedback
Collecting customer reviews makes it possible to identify areas for improvement and adjust processes. Using customer verbatim to analyze their feelings and expectations contributes to continuous improvement. Integrating this feedback into the logistics process ensures constant adaptation to customer needs.
Streamlined logistics and numerous unexplored opportunities
“The adoption and consolidation of new practices will continue until summer 2025. New synergies within the Walden group are then envisioned.” Cécile Nury
David Dreno and Cécile Nury explain during the conversation that the optimization process is continuous and that other avenues are being considered, among them the development of synergies between Ciblex and Relais Colis!
Relais Colis plans to continue its development and capitalize on the many streamlining efforts applied to its processes.
Logistics is the key element of a transport business. By organizing its own, Relais Colis has structured its processes and greatly improved its service quality in less than two years. The results allow Relais Colis to be particularly competitive today and confirm the positive outcomes of well-adapted tools and methods.
If you would like to learn more about the logistics possibilities in your sector, our Nomadia team is available to listen to your project and guide you in the best possible direction.
Frequently Asked Questions
FAQ – The Most Frequently Asked Questions About Nomadia
Why Choose Nomadia?
As France’s leading publisher of Smart Mobility SaaS solutions, Nomadia supports more than 175,000 field professionals every day. Our solutions are easy to use, quick to deploy, and deliver significant and immediate return on investment.
Drawing on the expertise of both a software publisher-integrator and a consulting firm, Nomadia’s teams provide tailored support, from data consulting to the deployment of mobile devices. Finally, our technical support team is available 24/7 to assist you.
Who Are Nomadia Solutions Designed For?
Nomadia solutions support the digital transformation of all mobile professionals: field sales representatives, delivery drivers, technicians, auditors, healthcare workers, inspectors, service providers, security patrol officers, experts, and more.
Whether for SMEs or large enterprises, our solutions adapt to businesses of all sizes and across all industries.
How Much Does It Cost?
Nomadia Delivery offers transparent and flexible pricing, which primarily depends on the number of users (for example, planners and dispatchers) rather than a fixed cost per parcel.
Thanks to this model, you can control your delivery costs based on the number of resources (users) involved in route management, providing great flexibility to adjust your subscription according to the size of your fleet and your operational needs.
Is It Compatible with My Current ERP System?
Yes! Nomadia Delivery has been designed to integrate quickly and easily into your existing environment thanks to our powerful and secure APIs. Our solution is compatible with most ERP systems on the market. API integration enables the automatic synchronization of your transport orders, customer orders, and customer information, ensuring smooth and error-free delivery tracking. The solution also offers user-friendly import capabilities with data validation controls, as well as export options in multiple customizable formats.
Is It Suitable for Our Delivery Volume?
Yes, Nomadia Delivery is ideal for companies that manage a high volume of deliveries and want to optimize their routes, create balanced territories for their drivers, and ensure precise tracking of every parcel. Nomadia Delivery adapts to fleets of all sizes!
Can Multiple Warehouses or Depots Be Managed?
Yes, our solution allows you to manage multiple warehouses or depots. It centralizes data and optimizes routes or service operations for each of them.
Is There a Limit to the Number of Stops in Route Optimizations?
No, there is no strict limit to the number of stops in route optimizations. Our solution can handle large volumes of stops and quickly calculate optimized routes.
Project, request for a demonstration or a free trial?
Read our latest articles:
