CASE STUDY
With over 25 years of experience , ArrowXL is the UK ’ s largest and longest-established two-person delivery and warehousing specialist . Headquartered in Wigan , the company focuses on delivering large , heavy and unwieldy orders such as sofas , domestic appliances and gym equipment . It also offers additional value-add services , including appliance fitting , furniture assembly and removal of old items .
What has been your primary focus since assuming your role and how does it align with the goals of ArrowXL ?
Since I started in my role my remit has very much been to transform and modernise the technology that supports and drives the business , preparing it for future growth . As part of this there is a move away from the company ’ s traditional on-premise data centres to the cloud to facilitate better up-time and availability ; provide access to leading edge technologies , whilst delivering more resilience and better information security .
My experience is that this will make maintaining the currency of technology easier as the effort associated with the management of the infrastructure is reduced . Perhaps most importantly , introducing any change is quicker and this is vital for us as a business to continue to remain competitive and relevant .
ArrowXL is a company that has customer service at the heart of its operations and one of the early phases we undertook was to partner with Node4 to ensure network resilience and security . Once that was successfully in place we turned to the vital areas of CRM and Unified Communications .
What are some of the key challenges you face in the world of two-person home delivery , and how does ArrowXL ensure customer satisfaction and security throughout the delivery process ?
We undertake around 40,000 deliveries each week and each one requires several customer communications .
MY REMIT HAS VERY MUCH BEEN TO TRANSFORM AND MODERNISE THE TECHNOLOGY THAT
SUPPORTS AND DRIVES THE BUSINESS .
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