How a Global Appliance Manufacturer Improved NPS by 25+ Points for Best-in-Class Customer Experiences
Case Study
Track
Experience
Execute: Big & Bulky, Gained route optimization and real-time visibility while creating Best-in-Class customer experiences
Share
Background
This major global heavy goods manufacturer and retailer wanted to manage their customer’s journey by gaining complete control and visibility into their experiences, from initial order to final delivery. Visibility would enable them to know product location without logging into each of their provider’s networks, a complex and labor intensive process. Visibility would also allow them to communicate to their customers a seamless process from initial order to final delivery.
The Last-Mile Challenge
The manufacturer had several goals related to creating first- and last-mile optimization with real-time visibility and creating an experience loyalty program:
At a Glance
Improved NPS by 25+ points to
Best-In-Class level.
25+
Turn last-mile docks within three days.
3 days
FarEye’s last-mile solution gives this appliance manufacturer real-time visibility along with a way to communicate with their end consumers, creating a superior consumer experience. The manufacturer gains an end-to-end solution, with last-mile delivery orchestration and customer experience.
The FarEye Solution
Lasting Results
Improved their NPS by 10 to 12 points within 90 days.
Communicates in real-time via SMS to end consumers on order status and updates.
Reduces dependency on provider systems for visibility, removing layers of complexity.
Broadens their transportation partnerships, working with FarEye’s network of smaller independent carriers to serve their business.
Route
How FarEye Can Help You
Track ensures visibility from order to delivery. White Glove deliveries benefit from being able to track orders over the roads, inside the walls of cross-dock and distribution centers and in the last mile.
Route helps big and bulky and grocery deliveries with time-slot scheduling and with real-time dynamic routing.
Execute provides driver tools for pickups and deliveries to help drivers in all industries complete their last-mile deliveries in an efficient way.
Contact Sales
Deliver to customers within a seven-day calendar period from initial order.
Ability to track and trace orders and provide consumer updates to ensure delivery in the send-day time frame.
Increase their Net Promoter Score (NPS) and thier market share growth.
Ensure a three-day maximum dwell time on docks so agents can turn the product in three days.
With FarEye, the manufacturer:
Allows consumers to schedule delivery slots at the time of purchase.
Understands carrier partners’ performance and can rank them; ensuring partners fully serve end-consumers.
Turns last-mile docks within three days by using FarEye to confirm dates and schedule the release of orders.
Experience enables all shippers, including big and bulky retailers, to provide their customers with an outstanding customer experience. This appliance manufacturer built a Best-in-Class NPS score through its ability to communicate with and provide visibility to their customers, from order to delivery and installation.
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Case Study
Manages any exceptions and intervenes in real-time with the carrier to prevent delays.
