White-glove appointments

by Inside Logistics Online Staff

AUSTIN, Texas – Convey has launched appointment scheduling for white glove deliveries.

The company reports that two months after implementing the feature, early adopters have seen a seven per cent increase in positive customer delivery feedback, and a 27 per cent improvement in transit time for big and bulky deliveries such as furniture and appliances.

Convey is the first software platform that links carriers and retailers on a mass scale – translating raw data such as carrier routes and availability into user-friendly delivery options that retailers can share with customers.

For customers, booking appointments is no longer a hassle associated with fielding phone calls and juggling schedules. Self-service scheduling is offered through a branded tracking page, providing a consistent user experience regardless of which carrier or delivery option a retailer offers.

Meanwhile, booking earlier in the process helps customers plan deliveries at more convenient times, resulting in fewer missed and rescheduled appointments.

For retailers, these capabilities improve customer satisfaction, speed transit times and reduce fees for missed appointments, storage and items returned to sender. Early results include:

  • 54 per cent of appointments scheduled online
  • Appointments booked 73 per cent (seven days) earlier
  • Appointments booked 2.6 times (four days) faster
  • Customers getting deliveries 27 per cent (three days) sooner

Convey’s solution is also a win-win for carriers who no longer have to make multiple phone calls to schedule deliveries, enabling them to plan routes earlier and more efficiently.

On average, it takes carriers two to four calls to book a delivery appointment, a costly process that negatively affects on-time performance and transit time. Each call costs carriers approximately US$5, adding up to $10-20 in lost margin per delivery.

“Our retail customers are dealing with shoppers’ ever-increasing expectations around the delivery experience,” said Shawn Khan, president at Metropolitan Warehouse and Delivery, one of the first carriers to use the system..

“Being an effective partner requires us to help our customers meet their promises, however possible. Convey’s innovative, cost-effective solutions help us do just that, by solving some of the biggest consumer challenges associated with large item, white glove delivery logistics.”

Convey’s delivery appointment scheduling is part of the company’s Engage product designed to help retailers effectively manage delivery expectations with transparency, proactivity and decisive action — driving lifetime value and reducing cost to serve.