Overview
A fast growing customer-centric furniture retailer began with a mission to bring beautiful and useful furniture and decor into as many homes as possible. Now a direct to consumer powerhouse, the company sells its furniture online, through retail locations, and via third-party vendors.
The Challenge
As a customer-obsessed organization, the company wanted to ensure that its shipping experience met the same quality standards as its award-winning product. Customer service representatives diligently handled issues as they came up, logging, reporting and resolving them via spreadsheets, phone calls and emails.
The company wanted to set its products and customers up for success. However, when no one could answer a customer question or act on a delivery complaint, its Customer Success and Retail Operations teams realized that the company was not getting full visibility into delivery challenges, and was not able to act on in-transit issues.
With a complex, multi-leg delivery network consisting of national LTL and local last mile delivery and assembly contractors, it was impossible for the company to hold partners accountable to its white glove service standards. With more insight into shipment performance, the company knew it could positively impact customer happiness, costs, delivery delays, and the high volume of customer care calls.
The Solution
In May 2017, the furniture leader launched Convey Engage, and immediately started to use the platform’s aggregated insights to optimize their multi-leg network. Convey’s unified delivery data for each order enabled the company to create bi-weekly dashboards to report on order density, transit-time, customer feedback, and delivery performance by region and carrier. With Convey’s data, the organization can pinpoint delivery problems with carriers that may affect customers long-term, and make an effort to minimize them, ultimately saving the organization money. As a result, the company was able to increase LTL on-time performance by 4.6%.
It also uses Engage to optimize workflows for its Customer Success team. By integrating with customer relationship management (CRM) software, Convey helps the Retail Operations team proactively respond to in-transit issues in fewer touches, reducing reactive WISMO calls and time spent on each issue. Every person in the company can now see granular shipment issues and proactively alert customers when their shipments are held at a terminal, reducing shipments returned due to too many failed delivery attempts.
The Results
increase in on-time performance YoY
decrease in transit times during
reduction in large-item returns
shipments tracked to date
visibility into carrier reporting
