|
 |
The power of information at your fingertips |
|
You will find our FAQ more comprehensive than most. We've tried to answer every possible question, for your convenience. Simply click on the questions that apply to you, and you'll go straight to the answers.
1. Why should I even consider using Berco Express?
Berco Express is an airfreight courier services company to the corporate market in South Africa. Since 1992, Berco Express has provided a professionally managed service that focuses on the national and international distribution of high value, time sensitive consignments.
Our Credentials
Berco Express has differentiated itself on its proven ability to provide exceptional fulfilment reliability and consistency at highly competitive rates. The owner controlled aspect of our operations, our pay-for-performance incentive systems, our high calibre employees, our technology capability and the will to reinvest and continue to seek improvement in all areas has seen the company extend its client base to over 5000 customers from every industry in S.A.. The average length of time Berco Express has provided courier services to its client base is 4.3 years and our audited retention rate is 98.3%. The extent to which we have earned the trust, respect and loyalty of our clients is today reflected by an increasing trend to utilise Berco Express not only as an outsourcing partner but also as a strategic partner in terms of the achievement of various business objectives.
Our Capacity
Berco Express distributes over 4.5 million parcels per annum to every single destination in South Africa and abroad. Our wholly owned branches throughout South Africa (Johannesburg, Pretoria, Bloemfontein, Cape Town, George, Port Elizabeth, East London, Durban, Isithebe and Nelspruit) employ more than 500 employees, with an average service record in excess of 2.5 years. More than 220 vehicles operated not by owner-drivers but by our own employees provide a 24-7-365 day service. Berco Express is currently engaged in the development of a 27 000 square metre hub in Johannesburg and a 6 500 square metre hub in Durban, and has recently completed the development of new hubs in Pretoria, Nelspruit and George. These facilities have all been designed specifically to accommodate future expansion and address issues such as cycle-time reduction, security, flexibility, technological innovation and efficiency.
Berco Express itself is part of the Berco group of company's which have been in operation since 1974.
<< back to questions
2. If Berco Express is as reliable as they claim to be, why then do I need insurance?
We are very confident of our ability to safeguard your consignment/s
all the way to their final destination. So much so that all consignments
are automatically insured
for an amount of R3000-00 per waybill at no additional cost to you.
However, there are certain risks over which we exert little, if any,
control and it is for this reason that we provide insurance cover for
your valuable consignments. Should the insured value of your consignment
exceed R3000.00, the cost of insurance would be 1% of the insured value,
less R3000.00.
Please note that in the unlikely event that you need to submit a claim,
an excess amount of the greater of 1% of the insured or a minimum of R50-00
will apply.
<< back to questions
3. Will Berco Express collect or deliver my consignment
faster than other courier companies?
Possibly, and even probably. Berco Express is entirely focused on
providing cost-effective, time sensitive, airfreight courier
services only. Other companies dilute their sense of urgency by attempting
to offer other services (such as roadfreight) in order to reach an acceptable
price point. However, this can result in further problems such as the
possibility of service denial, transit delay due to consolidation, theft
and even damages.
Berco Express is highly innovative in its approach to minimizing the costs
of distribution, without having to resort to roadfreight. We will be launching
BeDirect in December
2001, an Internet courier division that charges flat rates for deliveries
to all locations in South Africa and offers a 7 day-a-week service with
no surcharges at all. This service is totally unique and quite simply
allows companies to lower their distribution costs dramatically without
sacrificing service quality or reliability.
Collections
For telephonic or once-off collections, collections will be affected within
2 hours of notification.
Should you require a standard collection daily or weekly, please contact
us. This will then become part of our regular collections schedule and
no telephonic contact is then necessary.
Deliveries
Delivery will be affected within the times stipulated on the waybill itself
and as per our predetermined service standards (for a detailed description
of these services please see the reverse side of the senders copy of the
waybill).
In the case of Sameday
and Dawn Express services, delivery will be affected in accordance
with the standard delivery times as indicated on the waybill or alternatively
in accordance with the Special Instructions as stipulated by the sender.
<< back to questions
4. Why should I change to Berco Express if my current
courier company offers me Track and Trace facilities and Proof of Deliveries
(POD's) on the Internet?
Berco Express also offers its customers full Track and Trace facilities
(via the Internet) and POD's are available to you on the Internet much
faster than most other courier companies.
However, more importantly, we offer you the personalized, flexible option
of having an Account
Manager understand your specific requirements and literally design
a POD solution that works for you! Hard copy, faxed, e-mailed, CD-ROM-based,
verbal - you choose how you would like us to communicate with you and
we will make it happen!
As you would expect from a professional courier company, this service
is free of charge.
In the case of Sameday
Express deliveries, Berco Express has long since offered a service
(often remarked on by overseas visitors as being unique on a worldwide
basis) where we automatically provide the sender with a verbal POD immediately
on delivery - again, free of charge!
<< back to questions
5. My current courier company charges for hard copy
POD's. Does Berco Express charge their customers for POD's?
No. There are no additional charges whatsoever for POD's, irrespective
of how and when you require your POD's to be returned to you.
We are able to provide you with a CD-ROM with your POD images for the
month available via software loaded onto as many computers as you require
- again free of charge.
This service allows you to lower the cost of reconciling accounts simply
because less people are needed to complete this task. In addition, you
will always have a ready, convenient and space efficient form of POD storage,
obviating the need to use expensive paper storage companies.
<< back to questions
6. Our company is very cost conscious and I want to
ensure that we are getting the best deal! Is Berco Express cost effective
and what can you do to help us reduce our courier expenses?
Berco Express is an owner-managed company and it is with some passion
that we are constantly seeking new means by which we can achieve cost
savings for our customers, without the dilution of service levels.
Our view is long term in everything we do and our objective is simply
to retain blue-chip customers through our "managed courier spend"
approach. Every month our dedicated Account Managers review cost savings
reports generated with data mining software with our customers, making
suggestions as to business rules that can be implemented to save money
and improve service levels.
On a more day-to-day level, our customers can use our Internet site to
monitor their spend, using any number of analytical tools to manage their
courier spend. Quotations can be generated from our website so that service
level decisions can be compared from a price perspective.
Oh, and yes, we will still provide you with a telephonic quotation within
seconds, based on the following information from you:
- Account number;
- Origin;
- Destination;
- Service option;
- Weight;
- Dimensions.
7. Our company spends quite a lot on courier and I know we are able to negotiate great prices. However, if we get prices that are too low I know that it's a matter of time until something goes wrong. How do I know that Berco Express's rates are competitive yet realistic enough to ensure that I don't experience the inconvenience of service denial as a result of your business failing to survive?
Berco Express is based on a sustainable business model and we never allow ourselves to be seduced by the prospect of huge revenues where it is questionable whether the business is profitable. Consequently, whilst you can be assured that you will enjoy very competitive rates, you will never be exposed to the risk of our business going under because we have priced ourselves at or below cost for some other large customer.
Berco Express utilises a tailor-made rates structure that is dependant on consignment volume, service requirements and overall courier spend. Our Sales Consultants and Account Managers will assess your courier profile and advise you as to the best possible structure so as to reduce your courier costs whilst maintaining or improving your service levels.
<< back to questions
8. Is it true to assume that if a courier company has their own offices in all of the towns in South Africa that I will get a better and/or less expensive service from such a company?
Berco Express has consciously decided not to add infrastructural cost and control complexity to our operations by attempting to establish our own regional infrastructure. We have long since decided to establish very strong relations with a few, select sub-contractors who deliver consignments to regional areas on our behalf. The relationship with these companies is governed by comprehensive Service Level Agreements. The service we receive is of the same level we provide to our customers and the mutual sense of dependency is heightened by the fact that Berco Express pays its accounts within 30 days and that our business has grown significantly. In addition, whilst there are similarities in respect of the distribution of consignments, the two operations are entirely different and we do not wish to dilute the time sensitivity of our airfreight operations by having to contend with consolidation issues.
Clearly then we believe that having branches in all locations does not make for a better or less expensive service - in fact, properly managed the route that Berco Express has decided on is less costly and offers a better service to our customers.
Berco Express does have offices in all of the major centers. However, we deliver literally to every single location in South Africa and for that matter worldwide.
Please note that regional or outlying area delivery times can range between 1-3 working days, depending on destination.
Should you require specific transit time information, please contact your Berco Express Account Manager or a Customer Service Agent at your nearest branch.
<< back to questions
9. I am an employee of one of your customer's and every now and again I need to send a parcel in my private capacity. Can I use Berco Express if I don't have an account and I want to pay cash?
Unfortunately not.
However, Berco Express will soon launch its new Internet courier division called BeDirect. This is a door-to-door, flat rate (favourable rates will have been negotiated for all employees of your company because of your association with Berco Express), 0:800 to 20:00, 7 days-a-week service with no surcharges and the same reliable service you have come to expect from Berco Express.
Give it a go - it's incredibly convenient and it works like a dream!
<< back to questions
10. What is classed as an Outlying Area or Secondary Centre?
Any destination outside of a 50 km radius of the city hall of a Main Centre (Main Centres include Pretoria, Johannesburg, Bloemfontein, Cape Town, Kimberley, George, Port Elizabeth, East London, Durban, Pietermaritzburg and Nelspruit).
Should you have a query as to whether a particular location is a Main Centre or a Secondary Centre please contact your Account Manager for a route guide.
<< back to questions
11. How is the Secondary Centre surcharge applied?
A Secondary Centre surcharge applies to any and all destinations that fall outside a 50km radius of the city hall of a Main Centre. As the name implies this is an additional charge that is applied over and above the charge for the Main Centre to Main Centre leg.
The above practice is the norm in the industry and is levied for the simple reason that sub-contractors are used to service Secondary Centres and would charge us for the delivery.
<< back to questions
12. When is a delivery or collection classified as "After Hours"?
A delivery or collection is classified as being after hours and will attract an After Hours Surcharge if it is affected between 17h30 and 07h30 on working days or over weekends between 13h00 on Saturday and 07h30 on Monday.
A Public Holiday is also regarded as after-hours.
<< back to questions
13. Is Express Road always delivered the next day?
Our Express Road service is delivered to Main Centres during the course of the following working day, usually between 13:00 and 17:00. However, due to space availability on the aircraft used by the scheduled airlines, this is not a guaranteed service and customers would be advised to send a consignment by Overnight Express if the requirement is that it must definitely reach its location by the next day.
Having said this, we have a 99% record of delivering our Express Road consignments by the next working day because we have an excellent relationship with SAA.
<< back to questions
14. What is the difference between an international document and an international parcel?
International documents
These are business-related documents, which have no saleable or commercial value. This includes banking and shipping documents, reports, plans, tenders, quotations and general business correspondence. Delivery is achieved within 1-6 days depending on destination.
International parcels
These are dutiable or commercial value commodities that do not qualify as documents. This includes samples, spares, magnetic tapes and other non-document commodities. An additional transit time of 1-2 days may apply due to customs clearance procedures at destination.
<< back to questions
15. What is the basis for determining the price I will pay for a given consignment?
In order to determine the price you will pay for a given consignment your rates will be applied to what is known as the chargeable mass. Quite simply, the chargeable mass is the greater of the actual mass and the volumetric mass. The actual mass is the weight of the consignment expressed in kg.'s and the volumetric mass is the space that a consignment takes up, expressed in kg.'s.
Volumetric mass is calculated as follows: Length (cm) x Breadth (cm) x Height (cm) divided by a volumetric factor of 5000.
<< back to questions
16. Are you charging our company more by charging on a per half kilogram basis instead of on a per kilogram basis (as most other courier companies do), after the first two kilograms?
Quite the contrary.
As stated before our aim is not to maximize your spend with Berco Express but rather to assist you in reducing your overall courier spend. Our credibility is visibly demonstrated by charging on a per half kg basis rather than on a per kg basis simply because it is much less expensive for you.
A simple example. If your consignment weighs 2.3 kg's and your minimum (for 2kg's) is R28.00 and your per kg rate is R14.00, then your consignment cost will be R42.00 because 2.3 kg's will be rounded up to 3 kg's.
However, if your minimum (for 2kg's) remains unchanged but your rate per ½ kg is R7.00 (i.e. half that of the above-mentioned per kg rate), then your consignment cost is R35.00 because the 2.3kg's will only be rounded up to 2.5 kg's.
Berco Express does not have hidden costs and we do not think it is ethical or good business practice to mislead our customers.
<< back to questions
17. What documentation is required for international shipments?
Non-documents are defined as anything other than documents, e.g. books, x-rays, software, computer disks, videos, spares, swatches, sample clothing, documents with photographs, etc.
All non-document consignments require various accompanying documentation for customs purposes and exchange control regulations.
Phone your Berco Express Account Manager if you are in any doubt.
For goods exiting South Africa, the following documentation table will help:
| Destination | Commercial Invoice (on paper with official Company markings for goods BEING SOLD) | ProForma Invoice (on paper with official Company marking for goods NOT for RESALE) | F178 Form (original to be stamped by Exporters Bank) | NEP Form (original to be stamped by Exporters Bank) | CCA1 Form |
| BNLS Countries (Botswana, Namibia, Swaziland, Lesotho) | Required together with Tax Invoice | Required together with Tax Invoice | Goods for resale over the value of R50,000 | Goods NOT for resale over the value of R50,000 | Required to be completed correctly and in full |
| Rest of The World | Original plus copies required | Original plus copies required | Goods for resale over the value of R50,000 | Goods NOT for resale over the value of R50,000 | Not Applicable |
For customs clearance every consignment with a value requires two copies of either a commercial invoice or a pro-forma invoice on your company letterhead.
The invoice should furnish the following information:
> Name and department;
> Full address;
> Telephone and fax number;
> VAT registration number;
> Full address of recipient;
> Telephone and fax numbers;
> Contact name and department;
> Total number of separate packages in the shipment with
weights and measurements (in cm's) of each;
> Full and accurate description of each item, including:
- Unit values;
- Cost of packaging, shipping and insurance;
- Total value of shipment;
- List all identifying marks of content, including:
- Brand names;
- Chemical composition;
- Serial/model numbers;
- Any case marking used;
- State the manufacturer and country of manufacture;
- State the reason for export: Repair and returns; Sale; Samples; Terms of trade: CIF, EXW, etc.
Your invoice must include the following statement to be signed on each
Copy by the responsible person.
"I declare that the above information is true and correct to the
best of my Knowledge and that the goods are of (insert country) origin."
Only an original signature will be accepted.
>> SAMPLE
PRO FORMA
Tax and Duties
It is the consignee or receiver who is responsible for paying duties and
local taxes. The consignee will be sent a set of customs clearance documents
and charges. If they are a registered company they can often reclaim the
local tax element of the charge. e.g. V.A.T.
Customs Declaration
The customer invoices determine whether the goods are liable for duty
and/or local taxes and the rate applicable. Therefore the invoice must
be detailed and accurate otherwise the parcel may be delayed.
Declared Value
This must match the invoice value. Please note that the three letter code
for the currency in which the value has been declared must also be stated
e.g. USD - United States Dollar, GBP - British Pound Sterling.
Repair / Return or Temporary
Goods exported for short-term use at destination and, later, returned
to country of origin (these shipments require specific export clearance
to ensure efficient handling when re-entering the country).
Please contact your nearest branch
or Account
Manager for assistance for this type of consignment.
<< back to questions
18. Where will I find Berco Express branches?
Bloemfontein, Cape Town, Durban, East London, Johannesburg, George,
Nelspruit, Port Elizabeth and Pretoria.
<< back to questions
19. How do I arrange a special or Saturday delivery?
Please contact our nearest Berco Express branch where we will be happy
to assist you to arrange a special delivery.
A Saturday delivery to a Main Centre can be arranged by merely marking
your waybill in the appropriate block.
A Saturday delivery to an outlying area or Secondary Centre can be arranged
at an additional cost. Please contact our nearest branch
for a quotation.
<< back to questions
20. If I cannot track my parcel on the Internet,
how do I know if it's been delivered?
Simply contact
your Account Manager or a Customer Service Agent at your nearest Berco
Express branch.
<< back to questions
21. Can I send an International shipment for overnight
delivery?
Overnight deliveries to certain international
destinations can be done but it is not guaranteed. This is due to customs
regulations and procedures.
Please contact
your local Berco Express branch should you require further information.
<< back to questions
22. How will I recognise a Berco Express courier?
Our couriers
are always in full uniform and carry a Berco ID bearing their photograph.
<< back to questions
23. What are Berco Express's standard delivery
times?
Same
Day Express: delivery is effected within 90 minutes of the flight's
arrival at its destination;
Dawn
Express: guaranteed early morning delivery by 09h00, or by the
time specified on the waybill;
Overnight
Express: guaranteed delivery the following working day by 11h00;
Express Road: delivery is achieved within 24-48 hours, depending
on the destination;
Economy Freight: delivery is achieved within 48 -72 hours, depending
on the destination;
Secondary
Centre: delivery is achieved within 1 - 3 working days, depending
on the destination.
<< back to questions
24. What is Economy Freight?
It is a highly cost-effective, deferred delivery airfreight
service for larger, consolidated consignments that are non-time sensitive.
Delivery is effected within 48 hours to Main Centres and within 72 hours
to outlying areas. However, there are certain restrictions with this service,
these being:
- Maximum weight per piece of 32 kg's;
- Maximum dimensions per piece of 80cm x 80cm x 80cm;
- Service is not available on an intracity basis e.g. Johannesburg to Johannesburg;
- Service is not available to or from George;
- Service is not available between Pretoria and Johannesburg and between Pietermaritzburg and Durban.
<< back to questions
25. Can I send a consignment by Economy Freight
to a regional area?
Yes, if at least one part of the routing includes a Main Centre to
Main Centre leg e.g. Johannesburg to Vredendal includes the Main Centre
to Main Centre leg Johannesburg to Cape Town and can therefore be sent
by Economy Freight.
<< back to questions
26. Will Berco Express collect from another company
and charge it to my account?
Yes. However, the account holder themselves must place the collection
with Berco Express so as to ensure your account is not used by unauthorised
individuals.
<< back to questions
27. What is the cut-off time for me to place a Sameday
Express collection?
There is no specific deadline. However, Sameday
Express service availability depends on flight availability (Berco
Express is required to lodge a Sameday Express consignment with SAA at
least 45 minutes to one hour prior to the flight's departure) and reasonable
access to the parcel's receiver by the destination branch's courier.
<< back to questions
28. Can Berco Express deliver to a Post Office?
No. We need to deliver directly to the receiver of the parcel, who
is required, for security reasons, to sign for acceptance of the goods.
<< back to questions
29. Do you supply packaging?
No, except for plastic flyer bags. We will recommend suitable companies
for packaging, but it remains the customer's responsibility to package
shipments securely. We ask you to phone us before sending wine or glass,
as these require specialised packaging.
<< back to questions
30. What additional costs are charged when sending
a shipment?
Berco Express does not levy surcharges such as fuel surcharges, Proof
of Delivery surcharges or administration surcharges. Our rates are totally
transparent and it is easy to determine what you will pay for a specific
service.
<< back to questions
31. What are your payment terms?
30 days from date of statement.
<< back to questions
32. Can I receive invoices more often than once
a month?
Yes, weekly invoices are available should you prefer. In
addition,
we are able to provide you with Statements and Invoices via the Internet.
<< back to questions
33. How can I reduce my courier costs?
- Only use Sameday Express and Dawn Express service levels for very urgent or emergency shipments. If these service levels are being used too frequently then this is usually a sign of either a lack of control or simply poor planning;
- Consolidate all of your courier spend with one courier company;
- Create business rules to control the abuse of your courier service by employees e.g. no one may use any other service level other than Express Road unless specific authorization is first obtained from a predetermined person;
- Our Account Managers will schedule time with you to make suggestions as to how you can further reduce your courier costs;
- Use our Express Road and Economy Freight service levels for larger, non-urgent parcels;
- Consolidate consignments going to the same destination daily onto one waybill. Use multiple stickers on each parcel to identify the shipment as a multiple part consignment;
- Consolidate all non-urgent consignments for one or two weeks before shipping;
- Obtain a quotation before sending large shipments;
- Ensure parcels are safely and securely packaged to avoid damage;
- Investigate our Internet courier division at www.bedirect.co.za;
- Insure high-value goods.
<< back to questions
34. How do I know if my goods are Dangerous/Hazardous?
There are a number of goods that are not permitted on an aircraft
or if they can be flown, require specialized packaging and/or paperwork
(Dangerous Goods Declarations).
The most common types of hidden Dangerous Goods are:
- Household goods (may contain aerosol cans, or toxic substances);
- Automobile Parts (may contain old oil or ferro-magnetic material);
- Camping equipment (may contain lighters or lighter-fuel, canisters
of
flammable gases, matches etc.); - Diagnostic specimens (may contain infectious substances or be on 'dry' ice);
- Magnets or magnetic materials (affects navigation equipment of aircraft).
If you are in any doubt whatsoever as to whether your goods are either
Dangerous Goods or Hazardous Goods, please do not hesitate to contact
your Account Manager. This may avoid the unnecessary delay of your urgent
consignments.
<< back to questions
|
|
|
|
|
 |
 |