Without an outlet, communication silos were often created that negatively affected customer satisfaction and perception of the DSG organization.ĭelivering a Truly Customer-Centric Vision When reviewing its fulfillment process, DSG realized it needed a common customer communication platform that captured customer responses and made them visible across all departments, including sales, store operations, customer care, and distribution and delivery. This meant there were often delays of up to 5 hours in updating and synchronizing fulfillment and customer data between their ERP/WMS system, data warehouse, and routing/delivery management software. Its routing and delivery management solution must also be fully integrated into its IT architecture. The lack of messages created a gap in understanding issues at the point of delivery that customers had tried to make them aware of. Due to cancellations, delivery vehicles were being dispatched without being fully loaded.ĭespite its customer-centric vision, DSG could also not successfully coordinate deliveries around their customers’ needs because customer day-of-delivery messages needed to be received. $25 million of potential savings every year thanks to improved capacity utilization and more cost-effective deliveriesĮven though it was using the industry standard routing and delivery management solution, DSG still saw a high number of customers staying in the fulfillment process even though their deliveries had been confirmed and routed.
42% reduction in not-at-home failed deliveries.
#Fully loaded deliveries software
Just three months after Ashley Furniture Franchisee DSG decided to move from its existing industry-standard delivery management software to Package.ai‘s complete customer engagement platform, it witnessed the following impressive results: Its customer satisfaction interactions have transformed, resulting in impressive operational efficiencies and cost savings. After struggling to achieve its vision of placing the customer at the heart of its operations with its current delivery management solution, the Dufresne Spencer Group (DSG) switched to Package.ai.
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