Supply Chain Management Resources
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Convey products exist to create better outcomes. To create better outcomes one must first know where issues are occurring and how frequently.
We’ve found that most shippers we speak to understand the need to improve the delivery experience but most don’t have the visibility to know exactly how many issues are occurring or even what is causing them. To help shine a light on this information gap, we’ve created this issues calculator to help estimate the type and quantity of exceptions you’re likely experiencing.
Simply plug in your annual parcel and freight shipment volume and we will estimate your most common issues based on what we've seen across our clients.
Featured Post
Calculator: How many outcomes could you impact with Convey?
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At CSCMP 2018, over 3,000 supply chain professionals joined together in Nashville, under the atrium of the Gaylord Opryland Resort. With customers front and center of supply chain, here are our top customer experience insights from the show.
Blog
Top Customer Experience Insights from CSCMP Edge 2018
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At the Gartner Supply Chain Conference, it was clear that there’s massive change underway in supply chain: Supply chain leaders are facing new challenges with the rise of eCommerce. Learn what the future of supply chain looks like, according to Gartner.
Blog
The UK’s State of Delivery: Gartner Supply Chain Conference
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Because consumers have more choices for the brands they can buy from, improving loyalty and generating repeat purchases has become critical on the path to long-term growth. Learn how improved shipping experiences deliver higher lifetime value for shippers.
Blog
Deliver Higher Lifetime Value with Improved Shipping Experiences
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Ensure the best customer delivery experience every time. Download our action guide to learn how to identify common retail shipping exceptions, know when and how to react, and fill in a worksheet to personalize the action plan to your organization.
Research
Prepping for peak: A delivery action guide for retail
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"Our partnership with Convey will significantly enhance the delivery capabilities of our platform and network to enable our retailer customers to provide exceptional consumer delivery experiences, regardless of how the product is delivered.”
Testimonials
“Convey will enhance delivery capabilities of our platform”...
As medical device supply chain leaders must manage an ever-growing courier network, time-sensitive supply demands, and a trend towards consumerization of medical supply distribution -- a la Amazon. Explore how the market of medical devices has exploded in growth the past few years and how it impacts supply chain.
Statistics
Delivery Statistics for Medical Devices
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Convey has been named to the SDCE 100, the Supply & Demand Chain Executive magazine annual list of great supply chain projects, for its work with online retailer UncommonGoods.
This is the second consecutive year Convey has been named to the SDCE 100, which spotlights successful and innovative projects that deliver bottom-line value to enterprises across the range of supply chain functions. Last year the company was recognized for its work with online home improvement retailer Build.com.
Press Releases
Convey Receives SDCE 100 Award for Top Supply Chain Projects for 2018
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Convey announced that it will build on its momentum of 300% growth in revenue run rate by doubling headcount, expanding to a new HQ in the heart of Austin, and bringing on four key leaders to shape future growth.
Press Releases
Convey Announces Executive Appointments as Company Expands Operations
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Great companies are built by great people, and the biggest opportunity in company-building for tech is identifying the right talent who can execute on the vision and ultimately drive value for customers. Read Rob Taylor's five principles for building a value-driving team.
News
The Recipe For Better Company-Building
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New challenges develop from every conceivable angle that have basically made the trusty old spreadsheet method of supply chain management obsolete. Here are seven tips to get the kinks out of a supply chain, modernize supply chain operations, and make it flexible enough for the 21st century.
News
It’s Time to Modernize Your Supply Chain Operations
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Convey, the leading active delivery management platform, today announced the addition of powerful new transportation case management features to its Engage product that provide critical context around distressed shipments, and improve workflows for shipper-carrier collaboration and expedited issue resolution.
News
New Carrier Portal for Proactive Transportation Case Management
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Convey announced the addition of powerful new case management features to its Engage product that provide critical context around distressed shipments, and improve workflows for shipper-carrier collaboration and expedited issue resolution.
Press Releases
Convey Announces Carrier Portal for Transportation Case Management
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With technology disruption blazing through the headlines, Convey is excited to head to the 2018 Gartner Supply Chain Executive Conference, where experts will discuss how to transform supply chain disruption into an advantage.
Events
Top 13 Sessions to Attend at the 2018 Gartner Supply Chain Conference
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The D3 Retail Supply Chain Summit brings together over 400+ supply chain executives to solve the most crucial supply chain challenges affecting the industry today. With so many great sessions to see, check out our most anticipated sessions for the show.
Events
The Countdown to eft’s D3 Retail Supply Chain Summit
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NASSTRAC's 2018 Annual Shippers Conference & Transportation Expo is right around the corner. Be sure to check out our session during the show: Rob Taylor, Convey's CEO, is discussing what defines a customer-centric supply chain strategy and how human, process, and technology considerations factor in to increase competitive advantages.
With so many great sessions to see, we picked out a few must see sessions for our Nasstrac Shippers Conference and Transportation Expo agenda.
Events
Gearing up for NASSTRAC Shippers Conference
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With returns on the rise, retailers are feeling under pressure to win over customers. View the infographic to learn how to create best practices around returns, assure loyalty, and increase customer retention.
Infographics
A Retailer to Love: Enforcing Customer Loyalty with Returns
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If you're looking for a show that brings together innovators and solutions for last mile operations challenges, Home Delivery World has it covered. In addition to our session with Chris Richter and La-Z-Boy's Kim Ballewske, be sure to look out for the sessions on our ultimate Home Delivery World agenda.
Events
10 Sessions to Not Miss on the Home Delivery World Agenda
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This inaugural Retail TouchPoints Last Mile Benchmark Report provides a snapshot of the challenges retailers face in managing the last mile, and the innovative solutions they are using to keep pace with rising consumer expectations.
Research
Benchmark Survey Report: Are You Winning The Last Mile Of Retail?
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Jenny Bebout, one of Convey's three Founders and Product/UX Lead, just helped to launch Convey's upgraded exception management tool and carrier collaboration features. These new features provide retailers and shippers alike with a comprehensive analysis of transit issues, and they allow shippers to prioritize their own exception resolution workflows. We sat down with Jenny to talk more about her experience as a Co-founder, her thoughts on carrier-shipper relationships, and her contributions to Convey's upgraded exception management tool.
Blog
Ask Me Anything with Jenny Bebout: A Founder’s Story
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With a rise in returned online purchases comes increased anxiety over the returns process itself -- almost 70% said that returning an item they bought online makes them anxious. Uncover the sources causing their anxieties, and discover what factor will make consumers 41% more likely to make another purchase.
Infographics
Shining a Light on Communication in the Returns Process
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On March 7, 2018 Convey participated in a congressional hearing reviewing the impact of emerging technology on retail operations and logistics. The goal of this hearing was to brief the house subcommittee on digital commerce and consumer protection on the trends impacting the rise of online shopping and how those trends impact transportation in particular and the rise of various types of risks to consumers as a result.
Video
Congressional Hearing: Tech’s Impact on Retail Operations
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When ⅔ of shoppers (65.1%) are not likely to make another purchase from a retailer if they have a poor returns experience, the stakes are extremely high for retailers. Download our white paper to learn what 1,500 shoppers said gave them online returns anxieties, as well as how retailers can improve in the future.
Research
Solving Satisfaction: Keys to Reducing Online Returns Anxiety
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We are excited to join established retailers and brands, startups, tech companies, investors, and analysts at the Shoptalk 2018 in Las Vegas. Shoptalk covers the rapid evolution of how consumers discover, shop and buy — from new technologies and business models to the latest trends in consumer behaviors, preferences and expectations.
Events
Our Top Agenda for Shoptalk 2018
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Of the thousands of “white glove” deliveries happening each month for Neiman Marcus and other retailers, at least one in 10 faces a delivery problem. Within a month of using Convey's software, Neiman Marcus was able to resolve exceptions and reduce transit time by 24%.
News
Neiman Marcus Turns to Technology to Solve Home-Delivery Exceptions
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Convey announced the availability of improved carrier performance data and exception management tools for its customers. These capabilities give shippers greater visibility and control over delivery networks; empower shippers to proactively manage shipping cases.
Press Releases
Convey Unveils Exception Management and Carrier Data Tools
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The Morning Star reports on Convey's new carrier performance feature and exception management tools. The solution benchmarks individual carrier performance against other providers in the customer’s carrier network.
News
Convey Releases Improved Carrier Reporting and Exception Management Tools
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In a time when shippers are held to increasingly higher service standards, Convey announced new carrier performance score cards and exception management tools. In this interview between Convey CEO, Rob Taylor, and Logistics Management's Jeff Berman, the two discuss how to connect disparate data systems and proactively manage exceptions.
News
Convey Unveils Exception Management and Carrier Data Tools
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With the rise of importance for positive CX in the final mile, we are excited to join supply chain leaders at RILA's 2018 Retail Supply Chain Conference in Phoenix to discuss the latest trends and solutions in fulfillment, delivery, and customer engagement. As you're going through the RILA agenda, check out our top 11 sessions during the show.
Events
Top 11 Sessions at the RILA Retail Supply Chain Conference
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We’ve all seen the headline “Retail is Dead,” but in reality only mediocrity is dead. As retail guru Steve Dennis recently pointed out, there are retail success stories on either side of the retail spectrum, from luxury brands to cost savers.
News
Delivery Experience Key to Retail Success, Survey Reveals
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With the rise of importance for positive CX in the final mile, we are excited to join supply chain leaders at Next Gen Customer Delivery Conference in Dallas to discuss the latest trends and solutions in fulfillment, delivery, and customer engagement. If you would like to meet up with us at the conference, please fill in the form on the page!
Events
Sessions to See at Next Gen Customer Delivery Conference
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When it comes to the construction supply chain, optimization is key. Homes and other structures can’t be built without the right tools, and neither can the supply chain in the construction materials and building supplies sector. The transportation, distribution, and logistics segments of the sector must embrace technology to shore up efficiency.
Blog
End-to-end visibility is the future of the construction supply chain
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We surveyed 1,500 consumers who did their holiday shopping online during peak season and did a deep dive of our own data during the holiday. Learn what shoppers said they needed from holiday delivery and how to work toward more exception resolutions in 2018.
Blog
Exception Resolutions for 2018
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The local Austin startup helps companies control their in-transit shipments and manage exceptions to provide a consistent and positive delivery experience for consumers. Think of them as a fairy godmother that works with millions of other fairy godmothers to ensure that your most anticipated package arrives on time.
News
Solving Shipping Problems Before Customers Worry
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With peak season deliveries shattering record numbers, 4 out of 10 shoppers are planning on doing the majority of their shopping online during the holidays. In order to accommodate these power shoppers’ delivery demands, it’s necessary to get into their heads.
Infographics
Delivery Expectations of the Online Power Shopper
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40 percent of people said that delivery represents the single most decisive factor in the shopping experience. And those delivery issues definitely affect retailers, costing them more than $333 million over this year’s holiday shopping season.
News
Report: Efficient Delivery Drives Consumer Holiday Retailer Decisions
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In a world where "fast" and "free" are commonplace, traditional delivery expectations are rapidly evolving. Millennials growing up in the digital era expect relevant shipping options, and shoppers of all ages have high expectations for delivery. Retailers must know their target customer and be ready to accommodate their delivery expectations to keep them a customer for life.
Infographics
A Lifetime of Delivery Expectations
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A new study shows that delivery issues cost retailers big -- $1.5 billion, specifically. This was according to “Commitment, Communication and Control: The Modern Customer Delivery Imperative,” a report from Convey.
News
Delivery issues cost retailers more than $1.5 billion in lost revenue
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When 32% of shoppers are more likely to blame a retailer for a bad delivery experience during the holiday season, nailing the delivery experience is imperative to ensure that shoppers return in January and beyond. Holiday shoppers are prepared to spend more in 2017, but their delivery expectations amplify, especially as December 25th looms closer.
Infographics
Holiday Wish List: All I Want is My Delivery
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When it comes to the online holiday shopping experience, delivery trumps everything. That’s according to a new survey by active delivery management platform Convey in which 40% of consumers report that delivery is the single most decisive factor of the shopping experience.
News
The most important factor of online holiday shopping is…
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The survey of 1,500 shoppers identified the importance of date commitments, proactive shipment updates, and the expectation that retailers will resolve shipping issues and provide more convenient customer self-service options, as top priorities.
Press Releases
Retail Survey: 52% of Shoppers Prioritize Knowing an EDD over Cost
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In order to find out customers' delivery demands during the holidays and throughout the rest of the year, we surveyed 3,000 people in two surveys. We found that consumers have three main asks for retailers: show them commitment, communication, and give them more control.
Research
The Modern Customer Delivery Imperative
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The retailer-shopper relationship is a powerful bond -- shoppers are 73% more likely to return if they have a positive delivery experience -- but yet these relationships often fail. Like any great relationship, the primary key to success is to communicate actively and often. Read on to learn how. Read on to learn how shoppers want retailers to communicate with them.
Infographics
Communication 101: Successful Shopper-Retailer Relationships
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UncommonGoods first engaged with Convey it was gearing up for the 2016 holiday season. As a heavily gift-oriented business, two-thirds of UncommonGoods’ revenue is generated in the final quarter of the year. UncommonGoods knew its customers expected visibility into where their packages were at any given time, and was on the hunt for a solution that would help deliver that experience.
Case Studies
UncommonGoods Improves Delivery Experience with Active Management
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It's almost the most magical time of the year! This October, headlines focused on how retailers can meet and beat their customers' post-peak delivery experiences. Meanwhile, in addition to Amazon's quest to receive the best bid for its 2nd headquarters, the e-commerce behemoth has launched innovative programs such as Seller Flex, in order to up the stakes for last-mile delivery.
Newsletters
Delivery Digest: October 2017
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Family Leisure has launched the full capabilities of Convey Engage, enabling it to understand, prioritize, and proactively solve issues before customers call, saving valuable time and money and a providing a more rewarding customer experience.
Case Studies
Family Leisure Reduces Costs, Improves Delivery Communication
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In honor of our new features as well as the one-year Convey anniversary of our VP of Product, Matt Howitt, we collected questions from Convey users and employees. Check out what Matt said about his career, carrier communication, and what the future of delivery could look like.
Blog
Ask Me Anything: Matt Howitt, VP of Product
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Just ahead of the holiday season, simplified carrier collaboration and customizable shipping alerts are available to help businesses take steps toward shipping communication and proactive resolution.
Press Releases
Retailers can now scale proactive resolution of shipping exceptions
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This September, delivery headlines focused on who could get the closest to beating Amazon at its own game. In a tight race where Amazon, Walmart, and Target are making big acquisitions, it is clear that customers will be the judges (and hopefully the winners!) of a busy peak season.
Newsletters
September 2017 Delivery Digest
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With over 100 workshops, CSCMP has established itself as the leader of the pack when it comes to supply chain thought leadership. We are excited to be joining leaders in Atlanta next week to discuss how visibility into the supply chain affects customer fulfillment.
Events
CSCMP Edge 2017
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With major pharmaceutical companies losing millions of dollars a year to spoiled inventory and regulatory fines, it is more important than ever to find effective biopharma shipping and cold-chain solutions. To protect your brand and your consumers in complex supply chains with multiple layers of distribution and disruption, the only way to ensure safety is visibility from production to ingestion.
Infographics
Diagnosing Delivery for Pharmaceuticals
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It’s a stark reality: The Amazon effect on consumer markets is rapidly trickling over into the operations of other legacy industries. More specifically, within the medical device industry, the rising delivery expectations of consumers has led to increased pressure for professionals to more actively manage their supply chains and deliver better experiences to their own customers. This effect is compelling both medical device manufacturers and logistics companies to quickly change their ways. Read this blog to learn more about key challenges to supply chain visibility for medical device manufacturers.
Blog
How Amazon is impacting medical device supply chain visibility
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Last week, Gulf Coast residents and businesses have courageously endured through the unprecedented wind and rain brought by Hurricane Harvey. We analyzed our exceptions data since Harvey reached land in order to help shippers better understand the effects of Harvey.
Blog
Dealing with Harvey: A story of visibility and exception management
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Austin tech startups have had a strong 2017, so far, according to new data compiled by Pitchbook and the National Venture Capital Association. Area startups raised more than $486M in Q2 this year — that’s 73% more than Q2 2016. And, looking at the first six months combined, the ABJ reports that Austin startups drew $675M through the end of June — up from $551M in the first half of 2016. Austin Inno writes about tech and startup funding deals in the Beat newsletter, where we also report all of the day’s top Austin tech and startup news and share links to other interesting stories. Now, here’s a look at the top deals Austin Inno's seen through SEC filings and company announcements in August.
News
The Biggest Funding Rounds and Acquisitions for Austin Tech Startups i...
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Many Amazon.com Inc. customers have become accustomed to reliable two-day shipping, forcing other retailers to offer similar service. Businesses are making new demands of their suppliers as they trim inventories and reduce supply-chain costs.
News
Amazon Effect Sparks Deals for Software-Tracking Firms
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Convey Inc., an Austin logistics startup, announced the closing of an $8.25 million series B round of funding. Convey also announced an agreement with California-based Ingram Micro Inc., a wholesaler of information-technology products and services.
News
Austin’s Convey raises $8M, inks deal with global company
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For Convey, a startup with technology aimed at improving the process of shipping and delivery, winning an award from the Austin Chamber of Commerce last night was the cap to a busy week. The chamber gave Convey its Innovation Award during its annual business award ceremony Wednesday. One day earlier, Convey announced it had received an $8.25 million Series B round of fundingfrom Techstars Venture Capital Fund, RPM Ventures, and other investors.
News
Convey Wins Innovation Award, Snags $8M for Growth
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Seventy-four chief executives are in the running for the Austin Business Journal's 2017 Best CEO awards. The winners, to be chosen by a panel of judges including former Best CEO club alumni, will be announced after a private reception on Oct. 11.
News
Austin’s Best CEOs: 74 leaders in the running for 2017
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A supply chain visibility and communication company has secured $8.25 million in Series B funding from Techstars Venture Capital Fund, RPM Ventures, and other investors. The new investments bring the total funding to $15.75 million for Convey, which describes itself as a “customer-centric delivery platform.”
News
Supply Chain Visibility Firm Convey to Enter New Verticals
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Convey will integrate its cloud-based shipping software with a last-mile delivery application from Ingram Micro Commerce & Fulfillment. Under the agreement, Austin, Texas-based Convey will provide its Engage product—a customer delivery experience management tool—and its Initiate product, a transportation planning and management application, Convey said. Those applications will now be connected with Ingram Micro's First Mile and Final Mile solutions, which provide services spanning from order management and fulfillment to transportation management.
News
Convey Integrates with Ingram Micro Commerce & Fulfillment
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Convey, an Austin-based shipping software provider and Techstars alum, announced on Tuesday that it has raised a $8.25 million Series B. The funding came from Techstars Venture Capital Fund, RPM Ventures and a handful of individual investors.
News
Convey Continues Hiring Spree following $8.25M Series B
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Press Releases
Convey Closes $8.25 Million in Series B Funding
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Austin-based Convey, which makes software to help online retailers with shipping logistics, has raised $8.25 million to break into new markets.
Convey received the funding from Techstars Venture Capital Fund, RPM Ventures and other investors. The latest round brings the company’s total funding to $15.75 million.
The company has focused on changing the way online retailers handle deliveries. It says its software makes it easier for customers to track orders and communicate with retailers, while providing retailers with information they need to solve potential problems before they happen.
News
Austin logistics startup Convey lands millions to break into new marke...
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Austin is on the cusp of becoming a first-tier startup hub to rival Silicon Valley and New York. Our ecosystem for entrepreneurs is well known, but Austin lacks a few key ingredients—an endless supply of talent is one of them. We asked several Austin startup veterans, venture capitalists, and technical recruiters what they think it will take for today’s Austin startups to fill their talent pipelines with the best of the best. Here’s what they had to say.
News
State of Hiring at Austin Startups, With Advice from the Top
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Convey, the leading customer-centric delivery platform, and eft Supply Chain & Logistics Business Intelligence announced the results of a retail study examining the importance of customer experience (CX) in final-mile delivery, and the impact of CX on supply chain performance and decision-making.
Press Releases
Customer Experience Now A Top Priority in Supply Chain Operations
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“We’ve got a unified experience that feels like it’s all coming from UncommonGoods. That is one of best benefits for the customer. We can try new things and new carriers and the customer gets a consistent experience."
Testimonials
“Convey really shines on the operational side.”
While most retailers understand the importance of providing consistently positive CX, many struggle with legacy technology that fails to address customer experience needs, according to a new study by Convey and eft, “Redefining Final Mile Delivery in the Age of the Customer.”
Retailers are having a hard time updating their supply chain systems and technologies to keep up with the new reality of heightened customer expectations in an era of digital disruption but are feeling increased pressure to do so quickly, according to a new survey from Convey.
News
Customer Experience A Top Priority in Supply Chain Operations
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Gartner’s vice president of Retail Research Mike Griswold will moderate the panel, which will focus on last mile strategies and best practices to improve the delivery experience for customers.
Panelists will discuss how technology can increase visibility into in-transit shipments and improve networks to support evolving expectations. Other topics will include key processes for managing external carriers and ways to seek and understand customer feedback to alter and enhance final mile delivery service. Read the release to learn how to attend.
Press Releases
Convey Joins BuildDirect, Rent the Runway, PwC on D3 Panel
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Investors everywhere favor people they know. But in smaller markets, where there are usually only a few sizable venture capital firms, that favoritism starts to feel like an old boys' club, limiting opportunities for first-time founders. Until recently that problem was especially acute in Austin where one firm, Austin Ventures, dominated the local VC market, until its dissolution two years ago. The pool is wider now, but the insiders-only challenge persists. Here's how one entrepreneur figured out the formula.
News
How This CEO Became the Darling of the Austin VC World
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Retailers are having a hard time updating their supply chain systems and technologies to keep up with the new reality of heightened customer expectations in an era of digital disruption but are feeling increased pressure to do so quickly, according to a new survey from Convey.
News
Customer Experience a Key Aspect of Retail Supply Chain Operations
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Optimizing the supply chain is a challenge. New research from Convey and eft concluded that the customer experience is becoming far more important than it was in the past for supply chain professionals. 70% of supply chain professionals target better decision-making on in-transit issues.
News
Everyone Struggles With Supply Chain Management
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Amazon isn't content just being the everything store. Increasingly, it looks like it wants to be its own deliveryman, too. Its Monday announcement of a new air cargo hub in Kentucky is merely Amazon's latest foray into building out its own shipping and logistics unit. The move could ultimately mean lower costs for Amazon — and faster delivery and low prices for consumers. But it could also pit Amazon against FedEx and UPS.
You could see a scenario in the future where they perfected their delivery network and become a carrier for other retailers, said Rob Taylor, CEO of Convey.
News
Amazon increasingly wants to be its own deliveryman
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Although apps exist to match startup founders looking for romance with other entrepreneurs, there isn’t an app (yet) that matches founders looking for co-founders to start a business together. So how do co-founders find one another? And how do they know when they found “the right one?”
News
How 5 Sets of Austin Tech Co-founders Met and their Advice
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To what extent can technology enhance visibility? Where is it necessary to tow the line between improving experience and maintaining costs?
We answer all of these questions and more in our podcasts -- sign up to gain immediate access.
Research
Redefining Final Mile Delivery in the Age of the Customer
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In the retail world, delays, damages, and goods simply not arriving at all top the list of customer complaints. These issues are never more frustrating than around the holidays.
Last month, Father’s Day gift givers placed orders with hundreds of retailers around the country. If you were a customer of online retailer UncommonGoods, you didn’t have to worry about missing your deadline. Rather than rely on customer service reps to field late shipment calls, the UncommonGoods team used data to proactively identify shipments that would miss their Father’s Day promise date.
Blog
UncommonGoods: Radicalizing CX In A World of Nightmares
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The Austin Tech Alliance continues to expand its roster of founding companies as it tries to turn the region's sizable technology workforce into a voting bloc capable of affecting local policy. The nonprofit announced that it added six more founding member companies to its rolls.
News
Founding Member Companies from Austin Tech Alliance
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The majority of big item home deliveries require an appointment, whether that’s a curbside, threshold or white glove service. This part of the delivery experience is one of the most prone to failure, and technology has a role to play in providing a positive customer experience.
Blog
Tactics that Make or Break the Home Delivery Appointment
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May 15-16, 2017 / New York City, NY / Booth #14
D3 USA is the innovation hub for 300+ senior supply chain execs from major retailers, brands, CPG and service provider companies. The topics span from inventory forecasting to planning to distribution to the last mile.
Events
Dynamic Distribution Disruption – Retail Summit 2017
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While most retailers understand the importance of providing a consistently positive customer experience, many struggle with legacy technology that fails to address customer experience (CX) needs for e-commerce deliveries. This issue is compounded by the desire to invest in innovation without sacrificing traditional operational metrics.
News
Final-mile customer experience challenging retailers
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Techstars Austin first rolled onto the tech scene in 2013, and it's been spinning out its fair share of innovative ideas and savvy startups ever since. As recent as this week, 10 additional startups joined the alumni group, topping off the Spring 2017 program with a demo day.
News
7 tech startups that saw major success after TechStars Austin
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The e-tailing group has conducted an annual mystery shopping report to document the evolution of ecommerce since 1996. Now part of Astound Commerce, the world’s largest privately-held digital commerce agency, the team analyzed 281 metrics across 100 retailers, evaluating each metric’s increase in market penetration since it was first introduced. Released today, the report, 20/20 Vision: Looking Forward by Looking Back at 20 Years of Digital Shopping Innovation, brings together two decades of ecommerce research and analysis to illustrate the digital accomplishments that have made the biggest impact on the customer experience.
News
20th Annual Mystery Shopping Report Analyzes Evolution of Ecommerce Ov...
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The coolest innovations to hit the market make our lives easier, our businesses smoother, and connect us with things we never knew we wanted but now could never do without. At CreditDonkey, we believe in being smart with your money. This means that when you do have enough money to part with, you spend and invest it wisely, with full awareness of what companies and innovations are the best. These are companies you will want to watch in the months ahead.
News
Best in Retail 2017: Top Business Innovators
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Austin’s venture capital scene is now healthy after a slowdown the past few years, panelists said Tuesday during a South by Southwest Conference & Festivals session on the subject.
Panelists, including CEO Rob Taylor of Convey Inc., said that the city started to turn a corner in the amount of money being funneled into local startups in 2012, when startup accelerators Techstars and Capital Factory launched. Two years later, Austin startups hauled in more than $1 billion in venture capital investment, a historical high.
News
Austin Venture Capital Funding Stabilizing after Dropoff
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In a study, Eft and Convey asked 200 supply chain retail executives about the importance of CX in final-mile delivery and how this affects supply chain performance. 66% of retail supply chain executives say that their existing systems do nothing to improve the customer delivery experience.
News
Retailers Concerned with Current Systems in the Final Mile
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While most retailers understand the importance of providing a consistently positive customer experience (CX), many struggle with legacy technology that fails to address CX needs—an issue compounded by the desire to invest in innovation without sacrificing traditional operational metrics, according to new research from customer-centric delivery platform Convey and eft Supply Chain & Logistics Business Intelligence.
The firms recently announced the results of a joint study examining the importance of CX in final-mile delivery, and the impact of CX on supply chain performance and decision-making.
News
CX Is Now a Top Priority in Retail Supply Chain Operations
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While most retailers understand the importance of providing a consistently positive customer experience, many struggle with legacy technology that fails to address customer experience needs, according to a new study, Redefining Final Mile Delivery in the Age of the Customer, released on February 14.
News
Customer Experience Now a Top Priority in Supply Chain Operations
Read the Article
Retailers are calling for better customer experience of last-mile parcel delivery, but their current technologies are not addressing that need. A survey from Convey and eft shows needs for improved customer communication, delivery rerouting, data sharing on in-transit shipments.
News
Retailers call for better customer service in last-mile delivery
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To what extent can technology enhance visibility? Where is it necessary to tow the line between improving experience and maintaining costs? Retailers answer all of these questions and more in our podcasts -- sign up to gain immediate access.
Podcasts
Podcasts: Redefining Home Delivery in the Age of the Customer
Listen to the Podcast
Startups have a smaller chance of getting into some of the nation's most competitive accelerator and incubator programs than high school graduates do of getting accepted into top-tier schools like Harvard.
It's a pretty impressive stat, but with a handful of incubator and accelerator programs throughout Austin, there are a ton of startups that have local programs to thank for some stage of their entrepreneurial journey. With that in mind, we’ve put together a list of some of Austin’s notable startups that have since graduated and evolved into successful businesses.
News
19 Austin startups that graduated from local accelerators
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Convey, the leading customer-centric delivery platform, announced a new self-service customer portal that makes it easier for shoppers to request and schedule pick-up of large-item returns online. The new features are part of Convey’s Initiate hosted shipment execution tool that helps retailers dynamically optimize carrier selection and process return requests more efficiently. Living Direct has already seen a 34% average cost savings on freight returns using Convey’s Initiate solution. The company hopes to achieve even greater efficiencies with Convey’s new customer-facing tools.
Press Releases
Convey Debuts Self-Service Portal for Large-Item Returns
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“Convey’s Delivery Platform has allowed us to continue to improve the post-purchase experience our large-item shoppers. We are excited about the opportunities we have to continue to leverage Convey’s delivery intelligence to continue to improve the experience by addressing common return complaints with our white label product manufacturers, offering more personalized delivery options to shoppers in cart, and identifying loss-leading and damage prone lanes.”
Testimonials
“Convey [has improved] the experience for our large-item shoppers...
As an exclusively eCommerce home appliances retailer, Living Direct relies on superior customer experiences to differentiate from the competition. Using Convey, Living Direct has seen the shipments handled by a single carrier shift by as much as 76% over the course of 6 months.
Case Studies
Living Direct Improves CX, Returns Efficiency with Convey
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Now that we've recovered from the most recent holiday season, it's time to start looking at what went right with the retail shipping experience—and what could be improved. Convey, a company specializing in improving shipment delivery, reviewed shipments across its customer base from the 2016 holiday season, and included some of its findings in an infographic.
News
The 2016 Retail Holiday Delivery Experience [Infographic]
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How did shoppers react to their holiday delivery experience in 2016, and what were the weak and strong spots for retailers? What kind of complaints did they have, and what areas do retailers need to shore up to improve their performance in 2017?
News
What Shoppers Thought of the 2016 Holiday Delivery Experience
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We now live in a mobile, one-click world where shoppers expect great service, fast delivery, responsiveness, and transparency. Instant gratification may be the new expectation, but most retailers are struggling to keep up. The reality is the challenge to sustainably satisfy these demands is only getting more difficult.
There are tens of millions of packages in transit today across parcel, LTL and white glove. Based on Convey’s analysis, approximately 10 percent of those packages are in some form of distress in the form of package delays, damages, address issues or missed delivery attempts.
News
4 Delivery Tips for Satisfying Increasingly Impatient Online Shoppers
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“Porch Pirate” is the new name for The Grinch Who Stole Christmas. These “pirates” steal the cheer from any holiday event, whether it is Christmas, Valentines Day, or Mother’s/Father’s Day, by burglarizing doorsteps, leaving customers without their gift deliveries.
While we saw piracy spikes during heavy delivery periods like this past holiday season, thieves target unattended goods year round. In fact, according to a report by InsuranceQuotes.com, 23 million Americans had packages stolen from their doorsteps before they could open them.
News
4 Steps To Defend Your Brand Against Porch Pirates
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Retailers need to take back control over the delivery to ensure they are protecting their brand from the inevitable issues that will occur when shipping goods to customers. Learn five steps retailers can take to improve 2017's delivery experience.
Blog
5 Steps to Take Control of the Delivery Experience in 2017
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2016 has been a tremendous year for Convey, since our official debut of our new brand in May, we have continued to disrupt the delivery space and make a difference in the experiences our clients offer. Here are some of our milestones as we prepare for another great year in 2017.
Blog
2016: A Great Year for Delivery
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For retailers across the country, it finally felt like Christmas, even without snow. Holiday sales came late and came on strong in the days just preceding December 25th, and store executives anticipate a vigorous run of gift-card redemptions, winter clearances and some early spring fashion in the days before New Year’s.
However, 70% of shoppers won’t return after a single poor experience. In the week before Christmas, 1 out of 5 shoppers received packages late, and 1 out of 25 last-minute deliveries scheduled to arrive before Christmas Eve didn’t make their destinations in time.
News
Retail Report Card: Smoother Ending to Choppy Holiday Season
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Recent news indicates a disappointment in the customer delivery experience. Not all is lost however, here are some steps retailers and shoppers can take to curb expectations and prevent delivery disappointment in the final days of holiday shopping.
Blog
Holiday Trends: How To Guard Against Delivery Disappointment
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Expect “Super Saturday” to emerge as the biggest volume day of the year, fueling retailers’ confidence of meeting holiday projections. However, higher rates of online shopping, where transactions are seen as less profitable than bricks-and-mortar, will dig into the bottom line.
News
Retailers Predict a ‘Super’ Saturday and Rush for Gifts in Season Finale
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Many remember the Christmas of 2013 when many gifts ordered online never made it to homes in time. There have been issues the last couple of Christmases, as well. While no one is predicting a 2013 redux, one-to-two-day delays being reported this holiday season are raising concerns about deliveries to be made closer to Christmas.
Carrier-reported issues have increased from 7.6 percent during Thanksgiving week to 12.5 percent last week, according to Convey, a delivery technology provider, which advises retailers to alert customers to potential delays.
News
Will Santa’s helpers deliver gifts in time for Christmas?
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Carriers powering through that last mile, the final delivery approach, can be the bane of existence for retailers. An October survey of 558 online shoppers by Dotcom Distribution found 47% of respondents decided to not shop again at a retailer due to poor delivery experiences.
A proactive approach to managing fulfillment is the focus of the Austin based logistics software company Convey, which focuses on delivering large items like washing machines and works with Jet.com, Build.com and Livingdirect.com.
News
Shipment Visibility is Critical for Retailers, Customers
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The 50 on Fire competition started with hundreds of nominees, which was trimmed to 150 fast-climbing people and companies. A few weeks later, a batch of 22 of Austin’s most accomplished innovators analyzed them all and picked 50 of the hottest Austin tech startups and entrepreneurs.
Now, here’s a list of the winners of 50 on Fire.
News
Here Are The 2016 50 on Fire Winners
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Last week we shared shopper feedback insights on how retailers performed over the holiday weekend. This week, learn about record-breaking Cyber Monday sales, delivery experience expectations, and how well shopper feedback aligned to carrier-reported shipping issues.
Blog
Holiday Recap: Carriers and Shoppers Disagree on the Delivery Experience
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Finding a mentor can be a tricky step in the launch of a new business, and it's one that shouldn't be taken lightly. A mentor at Techstars, Rob Taylor has been the first employee of seven startups over the past 20 years, filling just about every early stage role.
News
8 Austin Tech Leaders Offer Advice for Finding a Startup Mentor
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Remember “If you build it, they will come”? That may be true, but the real questions are “When?” and “How much will it cost?”
Answers to those questions are imperative for any retailer shipping merchandise, but moreso for online merchants like Build.com, an online home improvement retailer whose high freight costs and limited control of more than 400 distribution centers were nibbling away at its bottom line until partnering with Convey, a cart-to-door delivery platform that enhances the customer experiences and prevents profits from flying out the door.
News
Build.com Avoids E-commerce Headaches with Intelligent Shipping
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Supply chain and logistics tech companies have seen funding go up significantly over the past few years as the category gains momentum. The CB Insights database was used to create a market map of supply chain and logistics private technology companies attacking the space.
News
150+ Companies Attacking The Supply Chain & Logistics Space
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The holiday weekend saw record-breaking online sales. Increased sales mean increased pressure for logistics teams to perform. We know that retailers and carriers have been prepping all year to improve performance this holiday season – so how did they do?
Blog
Shoppers Give Feedback on Thanksgiving Shopping Weekend Deliveries
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Retailers are looking for solutions that will deliver the experiences consumers demand as well as operational efficiency that they need. Analysis across Convey’s clients found that 8-12% of shipments have a carrier-reported issue and 25% of those are actionable.
News
From Reactive to Proactive: A Logistics Command Center for Retailers
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The clock is quickly ticking away to the holidays, as consumers are making their shopping lists and preparing their wallets for the festive season ahead. During a time when expectations, volume, and emotion around deliveries are at an all-time high, the effect of failures are multiplied. From broadening delivery options to communicating more effectively with carriers and customers, Convey and Multichannel Merchant lay out a few simple, best practices on defending your brand to make note of before hitting the green light on your holiday delivery strategy.
Blog
Defending Your Brand During The Holidays
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The clock is quickly ticking away to the holidays, as consumers are making their shopping lists and preparing their wallets for the festive season ahead. During a time when expectations, volume, and emotion around deliveries are at an all-time high, the effect of failures are multiplied. From broadening delivery options to communicating more effectively with carriers and customers, Convey and Multichannel Merchant lay out a few simple, best practices to defend your brand and make note of before hitting the green light on your holiday delivery strategy.
Blog
Defend Your Brand During The Holidays
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“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. 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.”
Testimonials
“Convey had an immediate impact on our supplier drop ship program”
Logistics software firm Convey has launched an online platform that lets e-commerce retailers manage in-transit shipments and address shipping snarls before they affect consumers. Retailers using the Engage platform are notified of delay or damage before customers are affected.
News
Convey Launches Retail Shipment-Tracking Software
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Analysis across Convey’s client base have found as many as 8-12% of shipments will have a carrier-reported issue and roughly 25% of these issues are actionable. Through Convey's command center Engage, retailers gain the ability to proactively solve shipment issues before customers ask.
News
New Engage Solution Delivers All-In-One Logistics Command Center
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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, saving the retailer money and improving the customer experience.
Press Releases
Convey Debuts Engage Solution, Logistics Command Center
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Every day in the Austin Inno Beat newsletter, we bring you an update on the most important personnel changes in Austin’s tech scene: Convey, the delivery logistics software company, appointed Matt Howitt as its new Vice President of Product.
News
The 5 Biggest Austin Tech Hires in October
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March 19-22, 2017 / Las Vegas, NV
Last year's inaugural Shoptalk event was a huge success and quickly positioned it as the new must-attend event for eCommerce. We are excited to be attending again in 2017 and look forward to an agenda full of innovative, thought-leading content. If you are attending and would like to schedule time to meet up, fill out the form and someone from our team will be in touch!
Events
Shoptalk 2017
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March 14-15, 2017 / Atlanta, GA / Booth #217
In 2017, Home Delivery World is delivering 5 streams of unique content for retailers, etailers, grocers, logistics, warehousing and solution providers looking to discuss the latest delivery operations challenges and trends. We are excited to be joining 2,000+ leaders at 2017's Home Delivery World conference.
Events
Home Delivery World East 2017 – Booth #217
Schedule a Meeting
January 15-17, 2017 / New York City, NY
Truly the biggest event in retail, we are excited to be joining over 33,000 attendees at the 2017 Big Show! If you are attending and would like to schedule time to meet up, fill out the form and someone from our team will be in touch!
Events
NRF Retail’s Big Show 2017
Schedule a Meeting
End-to-end customer delivery experience provider Convey has appointed Matt Howitt as its new VP of Product. Howitt brings more than 20 years of experience as an executive at growing technology companies, most recently serving as SVP of Product for RetailMeNot.
News
New Product VP At Convey To Focus On E-Commerce Delivery
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A January 2016 report by Gartner said retailers are sitting on a “ticking time bomb” due to historical underinvestment in returns management and the rising rate of returns. Today’s returns require a strategy that works from the consumer all the way back to the manufacturer.
News
Return to Sender: Omnichannel’s Pervasiveness Requires an Effici...
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When it comes to delivering a superior direct-to-customer experience, the seller needs to maintain control. It’s essential that the merchant -- whether it’s a reseller or a brand -- has the ability to follow through and support the consumer both pre- and post-sale.
Once a consumer makes a purchase decision, whom they buy it from is greatly influenced by the following factors.
Research
Transparent Customer Communication in Delivery
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A new study by MultiChannelMerchant, sponsored by Convey, suggests that true post-purchase experience reinvention is required as consumers buy more online, particularly larger items where tracking data is often inconsistent and spread across many freight and white glove carriers.
News
Post Sale Consumer Communications Essential
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Convey announced the appointment of Matt Howitt as the company’s new Vice President of Product. Howitt will oversee Convey’s product strategy and ensure the continuous innovation of Convey’s Delivery Experience Platform to deliver solutions that align with retailer and shopper needs.
News
Convey Announces New VP Of Product, Continuing Innovation
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Let's be clear for a moment. If Amazon wanted to buy eBay, it would have not one, not two, but three fights on its hands before even contemplating the purchase. Still, Amazon's market capitalisation stands at almost 10 times that of eBay at the time of writing, having seen its share price grown by more than 23 times over the past decade.
We asked three industry experts about their views on the potentiality of such a deal and its impact.
News
What Would Happen If Amazon Bought eBay?
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Shop.org’s Retail’s Digital Summit is quickly approaching! On Sept. 26-28, more than 5,000 retail professionals will gather in Dallas, Texas, to discuss what lies ahead for the industry this holiday season.
This year’s Summit will be a great place to ensure all of your items are crossed off on your preparation checklist, discover new ideas, gain actionable takeaways and build relationships with the innovative players in the digital retail world. While Shop.org has put together a high-energy agenda, these are the sessions we are most excited about for this year’s Summit.
Blog
The Kickoff to the Holiday Retail Madness: Shop.org’s Summit
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News
As Retailers Face Higher Shipping Rates, Fulfillment Options Can Help
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On Sept. 1, UPS announced that the UPS U.S. Ground service daily rate will increase by an average net 4.9%. Retailers need to become more effective at managing a larger network of carriers to save money, offer customers more options, and deliver a better customer experience.
News
Commentary: UPS Shipping Price Rate Hikes
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Download the report to learn how to improve the customer experience by owning the last mile, why you need to give holiday shoppers the shipping options they demand, and how to recognize and respond to delivery issues before they occur.
Research
Shifting the Holiday Delivery Experience Into High Gear
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For retailers, delivery is more than just a single touchpoint in which to engage with the consumer, it is a complete cycle that encompasses a retailer’s entire organization from its supply chain department to the consumer-facing side of the company — in this case the consumer’s front doorstep.
Now in its fourth year, Home Delivery World West 2016, will bring together retailers, grocers and solution providers for a two-day conference designed to discuss challenges and trends in delivery operations. These are the sessions we are most excited about.
Blog
Home Delivery World West 2016: Dissecting Delivery
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August 31- September 1, 2016 / The Hilton San Diego Resort & Spa, San Diego, CA
We are excited to be joining over 250 attendees in beautiful San Diego for Home Delivery World West. Home Delivery World uniquely covers the entire delivery cycle from warehousing to customer door. If you are attending and would like to schedule time to meet up, fill out the form to your right and someone from our team will be in touch!
Events
Home Delivery World West
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August 22-24, 2016 / The Biltmore Hotel, Coral Gables, FL
We are excited to be joining over 65 of the world's largest retailers and brands in beautiful Coral Gables, FL for the retail delivery connect conference. Now it's 2nd year, Retail Delivery connect is a forum for senior level executives to have detailed discussions about, you guessed it, delivery.
Events
Retail Delivery Connect 2016
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We are excited to announce NextGen’s investment in Austin-based Convey. Convey is an application software platform simplifying online retail logistics.
We as consumers have been conditioned to expect a predictable, convenient and transparent delivery experience whether we are buying a book or a large piece of furniture. If the retailer puts so much time and effort into creating an enjoyable shopping experience, why does the post-purchase experience seem so behind? Let’s dig in.
News
Reinventing the Delivery Experience for Residential Freight
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It’s no secret retailers are in search of the “secret sauce” that will differentiate them from their competitors and leave a positive sentiment in their minds – while maintaining their bottom line. Retailers might be ignoring a key puzzle piece of the customer experience; the delivery.
News
How Delivery Experience Influences Consumer’s Brand Perspective
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The last step of our 4-part series is the toughest one to address. In order to fully transform customer delivery, retailers must be able to optimize the delivery experience for each customer and adapt to changes in real time. 80% of retailers are unprepared for the supply chain changes needed to meet these demands.
By gathering data on carrier performance and matching it to customer preferences, retailers can take steps to ensure each customer’s carrier experience is the best it can be.
Blog
Transform Customer Delivery Step 4: Optimize & Adapt
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Logistics company Convey announced a $4.5 million Series A round of funding today. The round was led by Silverton Partners with Techstars Ventures, Capital Factory and Corsa Ventures. The Convey solution allows retailers to improve the fulfillment process,” said Rob Taylor, CEO.
News
Austin’s Convey Lands $4.5 million to Improve E-commerce Deliver...
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Improvements taken over the last two years to improve online delivery reflect the need to get orders to shoppers’ doors more quickly. While some have opened fulfillment centers, some -- like Jet.com -- have fine-tuned return shipping to improve its customer service.
News
Making adjustments: How retailers are fine-tuning their shipping strategies
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Unlike personalization, proactive behavior is not generally associated with eCommerce. While many merchants are already taking steps towards reducing customer effort and personalizing the shipping experience, proactive steps are not happening. With customer expectations at an all time high, it’s imperative to add critical customer touch points and take proactive steps when issues arise.
In part 3 of our 4-part series, learn how retailers can turn a reactive customer experience into a proactive one and a one-time customer into a repeat buyer.
Blog
Transforming Customer Delivery, Step 3: Be Proactive
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News
Jason Roussos
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When it comes to customer perception, the delivery experience is one of the most influential factors. According to a Convey survey, 66 percent of online consumers said delivery experience is critical, and poor delivery could prompt them to use another e-commerce retailer.
News
Delivery a Big Part of Customer Experience, Reveals Survey
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Convey wants to change the way online retailers handle delivery, and it has raised $4.5 million to expand efforts. Convey received the funding from Silverton Partners with participation from Techstars Ventures, Capital Factory and Corsa Ventures. It has raised a total of $6.9 million.
News
Austin Team, Convey, Lands $4.5 million to Improve E-commerce
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Convey, a Techstars Austin graduate, announced Wednesday it has raised $4.5 million in Series A funding.
Convey handles the logistics of moving large items from the store to homes and businesses. The company creates fulfillment software for retailers. Its customers include Jet.com, Build.com and Living Direct. Convey reports its software saves retailers approximately 11 to 22 percent, on average, on freight costs and increases on-time delivery.
News
Austin-based Convey Raises $4.5 Million in Venture Capital
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Convey announced it has raised $4.5 million in Series A funding. This $4.5 million round brings the total amount of funding raised so far to $6.9 million. The round is led by Silverton Partners with participation from Techstars Ventures, Capital Factory, and Corsa Ventures.
Press Releases
Convey Raises $4.5 million Series A to Support Retailers
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Logistics company Convey announced a $4.5 million Series A round of funding today. The round was led by Silverton Partners with Techstars Ventures, Capital Factory and Corsa Ventures. The Convey solution allows retailers to improve the fulfillment process,” said Rob Taylor, CEO.
News
Convey raises $4.5M Series A to improve your delivery experience
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Convey, an Austin company that makes freight shipping software, has raised a $4.5 million Series A round from Techstars Ventures, Capital Factory and Corsa Ventures. Its software has led to an 11% average reduction in shipping spending and improvements in final-mile delivery time.
News
Austin Freight Software Company, Convey, Raises $4.5M Series A
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Convey Inc., a shipping rate comparison provider, announced that it has completed a $4.5 million Series A round of funding. Investors included Silverton Partners, Techstars Ventures, the Capital Factory and Corsa Ventures. The Austin company that changed its name from Pivot Freight Inc. plans to invest the capital in its engineering work.
In early 2015, Convey enlisted as its CEO Rob Taylor, who was previously one of the founding executives of California-based TrueCar Inc. (Nasdaq: TRUE) and Austin-based BlackLocus Inc., which was acquired by Home Depot Inc. (NYSE: HD) in late 2012.
News
Silverton Partners, Capital Factory pump $4.5M into Austin software ma...
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Personalization has been a focal point of eCommerce for the better part of the last decade. It has its roots in traditional brick-and-mortar stores. Before the rise of eCommerce, a shopper like Sally would walk into a store and choose couple outfits to try on. While she was in the dressing room, the sales associate would bring her a few other things she might like based on her previous choices.
Now that you can purchase nearly everything online, personalization is everywhere. These recommendations are based on data merchants are gathering about her preferences. It’s time to take this rich personalization data and apply it to the shipping and delivery process.
Blog
Transform Customer Delivery Step 2: Make it Personal
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Without a store base to support any fulfillment, pure-play home improvement retailer Build.com lives and dies by efficient product shipping. Further complicating the retailer’s efforts to provide quality shipping while maintaining reasonable internal costs is the nature of its product.
In 2015, Build.com wanted to implement an enterprise solution managed the end-to-end customer delivery experience. That summer, the retailer performed an initial pilot implementation of the Convey enterprise SaaS customer delivery platform. “Convey halved our price forecasts and saved 15%-20% per freight.”
News
Exclusive: Online home improvement retailer expands shipping infrastru...
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When it comes to customer delivery, shoppers have many expectations in today’s retail landscape. However, retailers are missing the mark in providing a good customer experience. Only 11% of shoppers say delivery experience is the strength of retailers today, according to a Convey study.
News
What Shoppers Want With Good Customer Delivery
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Home delivery has been all over the news this month. This is unsurprising as delivery is quickly becoming next big battleground in retail. Retailers and solution providers alike are attempting to keep pace with growing customer expectations to drive loyalty. Here are a few highlights.
Blog
Home Delivery Makes Headlines
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In episode 40 of Total Retail Talks, Marshal Downey, director of direct marketing at Build.com, discusses how an intelligent fulfillment platform is helping the online home improvement retailer better meet the demands of its customers for a seamless, fast delivery experience.
Podcasts
Fulfillment Platform Helps Build.com Improve Delivery Experience
Listen to the Podcast
Convey released the findings of a consumer survey which highlights how the delivery experience shapes consumers’ opinions about a retailer and the overall customer experience. For this survey, Convey asked 500 consumers 11 questions about their experiences and expectations for delivery.
Blog
Research: Delivery Experience is a Decisive Factor When Shopping Onlin...
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A survey titled The Cost of Poor Delivery: Four Steps To Go from 'Cost Centre' To 'Competitive Advantage, released by Convey, found that 70.1% of consumers report they are unlikely to return after a poor delivery experience.
News
Delivery Decisive Factor for 66% Online Shoppers in US
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When it comes to providing a satisfactory customer experience, online retailers have to deliver on their promises. 66% of e-commerce shoppers consider delivery a decisive factor when shopping online, according to a new study by enterprise delivery experience solution provider Convey.
News
The critical factor for consumers when shopping online is…
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When it comes to providing a satisfactory customer experience, online retailers have to deliver on their promises. 66% of e-commerce shoppers consider delivery a decisive factor when shopping online, according to a new study by enterprise delivery experience solution provider Convey. In addition, 70% of consumers report they are unlikely to return after a poor delivery experience.
According to the survey, the customer forms impressions about the brand throughout the purchase experience, and impressions are reinforced or destroyed by the experience they receive through the delivery process.
News
The critical factor for consumers when shopping online is…
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Convey released the findings of a consumer survey titled The Cost of Poor Delivery: Four Steps To Go from 'Cost Center' To 'Competitive Advantage, which highlights how the delivery experience shapes consumers’ opinions about a retailer and the customer experience.
Convey asked 500 consumers 11 questions about their experiences and expectations for delivery. The purpose was to understand the importance shoppers place on various aspects of the delivery experience and preferences around things like communication and issue management.
News
66% Of Shoppers Agree Delivery Experience Is Decisive Factor
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The topic of "last mile" has risen to the surface as a new retail battleground — one where every retailer can compete against Amazon. It's the last chance to satisfy the customer and the last interaction that can turn a good experience into a bad one.
Now retailers are grappling with how to optimize the last mile. The answer will be different for every company. After implementing a last mile fulfillment solution from Convey, Build.com not only significantly reduced per-shipment costs, the building products retailer also is improving speed of delivery and is receiving fewer customer complaints.
News
Conquering The Last Mile: Build.com Cuts Costs, Delights Customers
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As final-mile experiences are becoming increasingly important, Convey released their findings from a consumer study on the post-purchase experience. Check out our white paper on what shoppers really want and how to delivery an e-commerce experience.
Infographics
Shoppers Share Keys to Astonishingly Good Customer Delivery
View the Infographic
IRCE 2016, which starts tomorrow, is consistently one of the must-attend shows of the year for retailers of all sizes and roles. From an attendee standpoint, this can be both a blessing and a curse. The sheer size of the show at over 10,000 attendees and 500+ exhibitors can be intimidating and overwhelming.
To make the process of navigating the show just a little easier, we’ve put together this guide to the must-attend sessions for anyone interested in improving the delivery experience.
Blog
The Home Delivery Guide to IRCE
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Convey has launched its Intelligent Fulfillment Platform. It draws on the company's expertise in retail, transportation, and logistics. The tool provides a customer-service portal that includes tracking, communication history, shipment scheduling and exceptions management.
News
Convey Debuts Intelligent Fulfillment Platform
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Customers form impressions about your brand throughout the purchase experience and these impressions are reaffirmed or destroyed by the experience they receive through the delivery experience. Download our whitepaper to learn the 4 steps to go from cost center to competitive advantage.
Research
The Cost of Poor Delivery
Download the Research
News
Jet.com boosts delivery performance
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Shopper expectations are on the rise and post-purchase experiences can make or break a brand. In 2016, 89% of companies expected to compete on customer experience. Customer expectations are rising; retaining and growing loyalty is becoming more difficult.
Blog
It’s Time to Stop Ignoring the Post-Purchase Experience
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Convey, providers of the first enterprise solution focused exclusively on the end-to-end customer delivery experience, today announced the launch of their Intelligent Fulfillment Platform and selection by leading retailers such as Jet.com, Build.com, and Living Direct at the inaugural Shoptalk conference in Las Vegas.
Results across Convey’s client base include 11% average reduction in freight spend, 22% reduction in average final-mile delivery time for large items, and 5x improved visibility into shipment exceptions.
Press Releases
Convey Launches New Brand and Intelligent Fulfillment Platform at Shop...
See Full Press Release
Blog
What’s in a Name? Our Evolution from Pivot Freight to Convey
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Build.com has established a culture of innovation, which led them to Convey and our pivotSupplier platform to automate and optimize the transportation relationship with their suppliers. Among other results, Build.com saw a 10% reduction in Immediate Freight Spend.
Case Studies
Build.com Utilizes Convey to Reduce Freight Spend by 20%
See Case Study
Shoptalk 2016, is quickly turning into the must-attend show of the year and for good reason. With a lineup that includes some of the best in retail, technology and even Lionel Richie, what’s not to love? These are the sessions we are most excited to attend.
Blog
The Shoptalk Sessions We Are Most Excited About
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Shoppers have high expectations when it comes to delivery experiences and are underwhelmed with the large-item delivery experience. Poor experiences damage a retailer’s brand and have a profound effect on repeat business. As competition increases, retailers need to invest in this pivotal component of the experience.
Despite the complexity that exists when shipping large-items, shopper expectations remain high. Large-item retailers face a unique set of complex and costly fulfillment challenges. This blog discusses some of these challenges and provides ways to overcome them to drive loyalty.
Blog
Overcoming The Large-Item Delivery Challenge
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This post details our initial approach to building Java-based Docker services with nothing else than Git and a Dockerfile. Hopefully, this gives you a good overview of one approach to building Java-based Docker services using the base building blocks you may start with on day 1.
Blog
Building Java-based Docker services Starting with Git and a Dockerfile
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At Pivot Freight, our current approach (part of our V1 Docker infrastructure which we'll detail in a following set of posts) is to push customizations into the containers themselves and have the least amount of configuration changes within the hosts, apart from hardening changes.
Blog
On Docker Restart Policies
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Technology and the expectations of the modern consumer are forcing a massive transformation in transportation. We are now at a tipping point as cloud, APIs, big data and even artificial intelligence rapidly make their way into transportation. With Amazon on the rise, it is a challenge to keep up with core technologies.
How do you prioritize which technologies are most urgent for your business? Looking at this topic with a hybrid customer experience and transportation lens, we have developed this “Journey to Transportation Modernization” chart.
Blog
The Urgency to Modernize Retail Transportation
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The new buy anywhere, anytime shopper expectations are forcing the eCommerce and fulfillment worlds together. A recent study stated that 93% of holiday shoppers expect shipping options and rewards, but 80% of retailers reported they were unprepared for this new reality. Learn how leading eCommerce companies are using predictive analytics to personalize retail fulfillment strategy and meet shopper expectations.
Now is the time to seize the opportunity to get ahead of the competition with personalized retail.
Blog
What If Retail Fulfillment Was Personalized and Predictive?
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During Convey's beginnings(formally Pivot Freight), we set up a Vagrant VM with Docker to build, test and deploy our Docker images and containers. We ran into a strange error that seems to be a combination of Vagrant file system setup and how Docker is installed.
In this post, we walk readers through how we got the error as well as how we navigated through it.
Blog
Errors Installing Docker on an Ubuntu/Trusty64 Vagrant VM
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As the volume of items that are being purchased online increases, so does the amount and complexity encountered by suppliers in the retail space. As the CEO of Convey, Check out Rob Taylor’s perspective on the potential for applying predictive analytics to shipping and freight handling.
News
The Science Of Shipping
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The supply chain is enjoying incredible change as technology, new innovative business models, and startups are changing how goods are brought to market. This graphic explores companies in the main stages of the supply chain that are flexing their muscles to give customers what they want.
News
The New Businesses Tackling Supply Chain
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Blog
Why Your Freight Routing Guide Is Obsolete
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In the beginnings of Convey (formerly Pivot Freight), we needed a stable development environment where we could quickly add new features and test code. We outline the methodologies we used to setup Vagrant in an isolated environment, either locally or hosted in the cloud.
Blog
Setting Up Personal PHP/PostgreSQL Dev Environment With Vagrant
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It is peak season again for retailers. This time of year brings excitement of acquiring new customers, delighting existing customers, and hopefully making a big splash for the brand. Convey analyzed a large set of data from the past holiday season and found some relevant insights.
Blog
Ecommerce Fulfillment Strategies for Peak Season
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Blog
Why Brilliant Retailers are Recognizing Freight as the New Competitive...
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Convey, formerly Pivot Freight, the platform automating inbound supplier transportation for some of the world’s leading retailers and manufacturers, announced the appointment of Chris Richter as VP Revenue and Olivier Modica as VP Engineering. Both of these executives have deep and successful track records building companies through early growth stages.
Press Releases
Convey Builds out Leadership Team
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How much do we love freight innovation? Enough to go through every single article published in the top tech blogs – Techcrunch, Verge, Mashable and Recode – since 2007 to count how often articles about logistics startups, freight or cargo were published. And we found that freight innovation is hot. Logistics is the prime example of a changing industry – colossal, ripe for disruption and utterly opaque. And it’s about to get hit by a freight train of innovation.
Check out Convey’s feature (formerly Pivot Freight) in the Ultimate Logistics Startup List.
News
The Ultimate Logistics Startup List (2015)
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At Convey (formerly Pivot Freight), our vision is to have every shipment in the world captured and analyzed by our platform, enabling a fully transparent, dynamic transportation ecosystem and becoming the network hub for global in-transit shipment visibility and control.
Blog
Introducing the “Beer and Dev Blog”
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We sat down with Rob Taylor, one of the Techstars mentors in Austin, to talk about his experience being an entrepreneur, moving to Austin and mentoring startups. We couldn’t be more excited to keep him in the Techstars family when he recently decided to join one of the Techstars companies, Convey (formerly Pivot Freight), as their CEO.
Find out how Rob got involved in the Austin startup scene and how he met the founders of Convey.
News
TechStars Mentor Becomes CEO of a TechStars Company
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Investors increased their bets on Austin technology companies in 2014, funding 115 startups and buying up 31. In total, over $993 million was invested and over $437 million was spent on tech companies. Those funding totals increased 123 percent over 2013.
News
Austin Tech Just Had One of Its Best Years Ever
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Convey, formerly Pivot Freight Inc., has enlisted Rob Taylor as CEO. Taylor met the Convey founders while serving as a mentor in the Techstars incubator program in Austin. Convey, which was founded in 2013 developed a rate comparison engine for freight shipping.
News
Convey names new CEO
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Now in its second year, TechStars Austin’s accelerator program definitely managed to top itself with the latest batch of graduating startups presenting at yesterday’s demo day event. Check out VentureBeat’s roundup of the 11 startups that presented at TechStars Austin’s 2014 demo day.
News
Meet the 11 ambitious startups from TechStars 2014 demo day
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Convey, formerly Pivot Freight, a Phoenix-based rate comparison engine for freight shipping, is the first Arizona company to participate in Techstars Austin, a three-month accelerator program.
Dan Bebout, Pivot Freight’s CEO and co-founder, said the company is “very honored” to be part of the competitive program, which has an acceptance rate of less than 1 percent. Pivot Freight is one of 11 startups accepted into Techstars' second program. More than 1,500 applied.
News
Phoenix startup Pivot Freight first to join Techstars Austin accelerat...
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Convey (formerly Pivot Freight) is proud to announce that we have been accepted into the Techstars Austin 2014 class along with 10 other brilliant companies. 1,500 applicants applied for these 11 spots, and acceptance into the program provides funding, mentor driven feedback as well as some unbelievable perks.
Blog
Techstars in Austin 2014
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A beer robot, an online portal to manage lawn care, and an app to deploy Ruby apps on any cloud. Yep, with startups like that, it has to be Austin.
Those companies, along with eight others, comprise the latest class of Techstars Austin. The startups aim to use software and mobile apps to innovate in a variety of sectors, including bespoke men’s fashion, tax preparation, and same-day grocery delivery. More than 1,500 startups applied for this year’s class. The program gives each startup $18,000 in seed funding, provides office space, and offers the companies a $100,000 convertible note.
News
Techstars Austin Debuts Second Class of Startups for 3-Month Program
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If you have spent any time in the freight industry, you have most likely heard the words “logistics” and “party” thrown around with various numbers attached. They represent the various layers moving outwards from the original source of the freight. So, where does Pivot fit into this logistics party?
Blog
The Golden Spiral
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Within the LTL industry, the specific class assigned to a commodity, FAK, is most often a topic open to much scrutiny and debate. One class is chosen according to an average of all items shipped, so that the price is fair for shipper and carrier. Here, we outline the pros and cons of FAK.
Blog
FAK – Freight All Kinds: Revealed
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If you are a small to medium sized business that has ever worked with a freight broker, then you have seen the phenomenon of buying power first hand. Think of a freight broker like a discount wholesaler pooling together thousands of customers to achieve pricing nirvana.
When a carrier extends discounted pricing to one of their partner brokers, they are essentially welcoming a mixed bag of customers and freight. Take a look at the factors above and give your freight an unbiased assessment.
Blog
Mastery of a Lost Art – The RFP
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Blog
What’s in Our Name
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