How Amway Improved Its Customer Happiness Score
Case Study
Experience
TRack
Share
Background
Amway is a privately held company based in the U.S. with affiliates in more than 100 countries including India. Amway sells health, beauty and home care products. Amway reports sales of $8.4 billion and employs more than 17,000 employees across 100+ countries.
At a Glance
ETA accuracy achieved for customer-tracking of orders
100%
FarEye’s solution empowered Amway to digitally notify multiple 3PL partners as soon as a customer or a direct seller placed an order. Once the order was placed, the consumer could begin tracking its delivery progress. Real-time visibility ensured consumers knew where their order was in the delivery process.
The FarEye Solution
Sanjeev suri
Delivery can no longer be an afterthought but is a cover business advantage and the key to consumer satisfaction and loyalty.
“
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Senior Vice President - Global Omnichannel Logistics & Customer Services, Amway INdia.
Lasting Results
Benefits that transformed Amway’s delivery include:
Retail
How FarEye Can Help You
Track ensures visibility from order to delivery. Real-time visibility helps in communicating accurate ETAs to consumers, enhancing brand experience
Experience helps transform the post-purchase and returns experience to build customer loyalty towards your brand.
Copyright © 2022 by FarEye Technologies, Inc. All rights reserved.
Case Study
The Last-Mile Challenge
Amway had issues with poor customer experiences, a lack of visibility and inefficient 3PL management. Amway faced multiple challenges:
An inability to predict accurate delivery ETA
Inability to five post-sales personalized experience to customer
Poor visibility with 3PL providers
No way to track shipments in real-time
Achieved 100% ETA accuracy for customer-tracking of orders
Delivered real-time shipment updates sent to customers via multiple channels
Evaluated 3PL provider's on-ground performance
Provided low-tech carriers improved visibility
Leveraged one stop platform for electronic Proof of Delivery/Attempt (ePOD) from all carriers
Improved customer NPS / C-SAT scores based on feedback
Reduced delivery time and costs
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