Going The Extra Mile For Customer Satisfaction

Solution

The client sought out FIDELITONE for its long-standing expertise in last mile delivery. The team developed a dedicated delivery model, which would provide the delivery teams, trucks, on-site labor, and technology needed to deliver customer satisfaction. To enable the client to retain warehousing administration, FIDELITONE’s advanced delivery management system was seamlessly integrated with the client’s data systems.

Goal-Oriented Teams

An on-site team of skilled specialists was recruited and trained to ensure all delivery processes, requirements, and SOPs were in alignment with the client’s goals. Delivery teams were trained in high-touch customer service to act as brand ambassadors and ensure satisfaction. Goals for these teams were defined in collaboration with the client, and scorecard metrics were implemented to track performance.

Delivering Positive Brand Experiences

Home delivery is an opportunity for FIDELITONE to form positive relationships between the client and their customers. Delivery teams are outfitted with the client’s branded uniforms, which reinforce the brand’s commitment to service throughout the delivery experience. After delivery, customers are left with a high-quality, well-handled product and a relationship with the client’s brand that drives positive reviews and repeat purchases.