Protecting The CX At Every Last Mile Delivery Touchpoint

Solution

Driver Training

Through an investment in resources, FIDELITONE made sure its delivery drivers understood and exhibited exceptional customer service, as well as understood and adhered to the retailer’s standard operating procedures. Post-delivery surveys would be monitored closely to ensure training effectiveness.

A FIDELITONE “A-team” traveled from zone to zone to train all driver teams, as each new market was onboarded. Topics included proper blanket wrapping, in-home service and care and the returns process.

Store personnel, unhappy with the previous partner’s missed or late store delivery track record, were pleased not only with the FIDELITONE team’s punctuality (on time to meet 7:00 a.m. delivery schedules) but also with the in-store setup/merchandising support they provided.

Transit Time

In order to improve time in transit, FIDELITONE gauged each hub on a few areas of speed:

On-time deliveries needed to meet or exceed the retailer’s 95 percent goal. Each of the six FIDELITONE hubs met the goal, improving delivery quality and speed to customer. Reaction time to scheduling the first call went from within 48-hours to within one hour of freight arriving at our warehouses, due to our automated scheduling workflow.

Returns Management

The previous provider was not managing returns accurately, leading to customer dissatisfaction and operational challenges for the retailer. By keeping inventory well documented, training delivery teams on the proper returns process and improving the defect rate for returns, we were able to generate demonstrable improvements.

Furniture Repair

By providing furniture repair services in our hubs, which impact defect rates, we are able to fi x minor product flaws or damages in a timely fashion, thereby reducing unnecessary delays in deliveries and minimizing the possibility of dissatisfaction or product return.

Onboarding/New Market Rollout Speed

New markets were added rather quickly, averaging every three months over a 16-month period. Onboarding for each market took approximately 30-45 days. Consistency of the rollout was critical. The amount of stores FIDELITONE would be serving, and the amount of deliveries we would be making, would grow substantially, from approximately 40 deliveries initially to more than 200 deliveries per week and, ultimately, 30,000 deliveries annually.

As part of the onboarding process, FIDELITONE provided the client with access to real-time order and delivery data via a partner portal, which included providing local stores with track and trace visibility.