AUSTIN, Texas–(BUSINESS WIRE)–Convey, providers of the first enterprise platform focused exclusively on the end-to-end customer delivery experience, today announced the launch of its Engage product, an all-in-one logistics command center for managing in-transit shipments.
Analysis across Convey’s client base has found as many as 8-12% of shipments will have a carrier-reported issue and roughly 25% of these issues are actionable.
Through Engage, retailers gain the ability to proactively solve these shipment issues before customers ask, ultimately saving the retailer money and improving the customer experience. By connecting all aspects of the delivery experience, retailers are able to understand, prioritize and solve issues as they happen.“
Delivering exceptional customer experiences while still improving our overall operational efficiency is critical to our long-term goals,” said Sabena Virani, Senior Project Manager, Zuri Furniture.
“We are excited by the opportunity that Convey’s Engage solution creates for us to proactively address the issues that occur during the final-mile of delivery to our customers.”
Convey’s research indicates 75 percent of shoppers expect proactive communication about their shipments. Current trends suggest retailers will have to overcome obstacles this holiday sales season as eCommerce sales again set a new record. Delivery challenges retailers face this holiday season include rising costs, high customer expectations related to the delivery experience, and increased demand on shipping networks due to increased eCommerce shipments.
By providing the necessary tools for retailers to chart shipping problems, damages in transit and delays, Engage prepares retailers to utilize shipping as a critical experience differentiator and nurture customer loyalty. Features of the Engage solution include:
- Configurable Business Rules. Take control of the customer delivery experience by prioritizing, escalating and triggering action as issues occur.
- Task & Queue Management. Assign distressed shipments to individuals or teams for resolution.
- Real-Time Collaboration. Communicate efficiently and effectively with internal team members, carriers and shoppers all within a single, simple interface.
- Proactive Customer Communication. Keep shoppers up to date and allow customers to initiate conversations through their preferred channels.
“With thousands of shipments in-flight at any point in time and the details around those orders living in many disparate systems across our organization, it can be difficult to figure out which ones need our immediate attention,” said Kevin Scott, Logistics Manager, Build.com. “
Convey’s Engage solution will give our team all the information we need to go from reactive to proactive while also providing us with the tools to communicate with all relevant parties within the same view.”
“Rising consumer expectations and competition from leaders like Amazon, has led retailers to an increased focus on the customer delivery experience,” said Rob Taylor, CEO, Convey. “Engage was created with the purpose of giving retailers an enhanced path to creating the necessary collaboration between retailer teams and proactive communication with shoppers to ensure smooth delivery experiences.”
With delivery expectations skyrocketing, brands cannot leave the critical last mile to chance. Convey by project44 offers an industry-leading Delivery Experience Management platform that combines real-time visibility, post-purchase experiences, and advanced insights and analytics to create a solution uniquely capable of perfecting last mile delivery. Supply chain and customer experience leaders including The Home Depot, Neiman Marcus, Ferguson and Ingram-Micro rely on Convey by project44’s software and expertise to take action to ensure shoppers get their orders how and when they want, resulting in happier, loyal customers and a lower cost to serve. Founded in 2013, Convey was acquired by project44 in September 2021 and is based in Austin, Texas. Learn more about Convey by project44 at: www.getconvey.com.