How FarEye helped Amway build a holistic delivery logistics solution

Case study

By FarEye | October 13, 2022

Case Study

How Amway Improved Its Customer Happiness Score

Experience

Track

Retail

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.

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
No way to track shipments in real-time
Poor visibility with 3PL providers
Inability to five post-sales personalized experience to customer

At a Glance

100%

ETA accuracy achieved for customer-tracking of orders

The FarEye
Solution

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.

“

Delivery can no longer be an afterthought but is a cover business advantage and the key to consumer satisfaction and loyalty.

”

SANJEEV SURI

Senior Vice President - Global Omnichannel Logistics & Customer Services, Amway India.

Lasting Results

Benefits that transformed Amway’s delivery include:

Achieved 100% ETA accuracy for customer-tracking of orders
Delivered real-time shipment updates sent to customers via multiple channels
Provided low-tech carriers improved visibility
Evaluated 3PL provider's on-ground performance
Improved customer NPS / C-SAT scores based on feedback
Leveraged one stop platform for electronic Proof of Delivery/Attempt (ePOD) from all carriers
Reduced delivery time and costs

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.