Furniture Village has taken its customer service proposition to a new level thanks to improvements throughout its delivery service, explains David Lewis, sales director at global leader in last-mile delivery solutions, DispatchTrack …
Furniture Village is not just one of the largest furniture sellers in the UK, operating more than 50 stores across the country – they’re also a family business, with a strong commitment to ‘doing it right’ in all aspects of their business.
This ethos extends across the customer experience, including managing deliveries for end customers. ‘Doing it right’ means Furniture Village provides a great delivery experience based on trust, visibility and transparency.
Working with their partners DispatchTrack, the Furniture Village delivery experience for their customers includes: delivery notifications at every stage of the process, from schedule confirmations before the day of delivery to ETA estimates; automated ‘route start’ notifications when drivers begin their route, after completing their built-in vehicle inspection forms’ live customer order tracking via a branded portal that shows delivery status, truck location, ETA, and other useful data; and proof of delivery (POD) via the driver mobile application, including pictures, signatures and notes captured by drivers, as well as automated delivery confirmations once complete.
Furniture Village’s post-delivery care team have found the data captured at the point of delivery by drivers particularly valuable. Drivers report any issues through a dedicated driver care line, enabling the team to proactively contact customers where there is an issue, helping resolve the matter before it has the chance to escalate. The photographic proof of the delivered item in situ has also helped provide clarity in customer disputes, enabling faster resolution times.
Through DispatchTrack’s suite of customer communication and last-mile visibility tools, Furniture Village’s delivery experience now lives up to their lofty standards – and inspires trust and confidence by giving customers full transparency into how their orders are being fulfilled. By uplifting their delivery management in this way, Furniture Village has improved their customer service and reliability, with 98% of deliveries arriving at the communicated ETA.
DispatchTrack bolsters customer service at Furniture Village
