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.
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.
increase in on-time performance YoY
decrease in transit times during
reduction in large-item returns
shipments tracked to date
visibility into carrier reporting