Learning from the experiences of other countries within the GLS Group greatly assists all individual markets in which GLS operates. Each country within the Group, states Đorđe Marković, Director of GLS Croatia, operates under different market conditions, regulatory environments, and customer expectations. By analyzing and adopting best practices, GLS develops better strategies. In this process, the knowledge and experiences of cross-border colleagues aid in regional development, adds Marković, and certainly guide the development of foreign collaborations.
What business results are you recording in Croatia?
– Last year, the Croatian Chamber of Commerce awarded us the ‘Golden Kuna’. We are proud of such results that bring us the title of the best large company in Zagreb County. Providing reliable, fast, and secure delivery services is the foundation of our growth, and we are aware of the need to invest in logistics technology and infrastructure. However, the most modern technology is not enough. A passionate team plays a significant role in maintaining high business standards and building strong relationships with our clients. Our trust is also demonstrated by a 2023 survey of online customers conducted by the eCommerce Association of Croatia in collaboration with Algebra. In response to the question of which delivery service they prefer, online customers highlighted us as their clear first choice.
What makes the Croatian market special? How have you adapted to it?
– The Croatian market is primarily characterized by a blend of traditional and modern consumer behavior, which requires a versatile approach, balancing logistics solutions with personalized customer-oriented service. At GLS Croatia, we have invested in advanced tracking systems to ensure timely deliveries. Everyone can track their package in real-time through our Track&Trace system, and they can also postpone or redirect the delivery to another address. For years, packages were only picked up by couriers at home addresses. However, recipients are no longer willing to adjust their schedules. Significant changes and growth in the use of parcel lockers and parcel shops are evident in this segment. Recipients prefer parcel lockers because they can pick up their packages every day from 0 to 24, wherever it suits them.
