CASE STUDY
The world of two-person home delivery is a complicated one and it is vital that once a delivery date is agreed , we can remind the customer of the time and date of delivery as well as update them if there are any delays . When a customer isn ’ t home or is running late , we cannot simply revert to handing the product over to a neighbour , leaving it unattended in front of the property , or covertly hiding it inside a recycling bin !
Security , integrity and safety within the home are vital so we also provide the names of the delivery crew to the customer for added peace of mind . We understand , arguably better than most , that the properties we visit daily are homes and not just houses – a living and breathing environment and an extension of that customer . Then there is the follow up contact to ensure that the customer is totally satisfied .
How does ArrowXL ensure effective communication with its customers , considering the high volume of incoming and outgoing calls ? Additionally , how does the company adapt to changing communication trends and technologies to enhance customer service ?
Communication is absolutely paramount . To put it into perspective we deal with over 7,000 incoming calls every week and make around 2,000 outgoing . To do this we have traditionally relied on telephony – in particular SMS and we ’ re aware that increasingly , this was not necessarily the right channel for everyone . We needed a new partner who would open up different channels ( e . g . WhatsApp , Facebook Messenger etc .), and the possibility of AI driven chatbots which deliver a more natural interaction with better functionality such as conversation summaries creating a much better customer service .
How did ArrowXL address the limitations of its existing systems to support on-going growth and innovation ? Additionally , could you elaborate on the criteria used to select a new solution provider , and how the chosen solution aligns with the company ’ s goals for customer service and operational efficiency ?
It was clear that the systems we had in place , whilst they had done us proud , were not only lacking in the scale and reach to support our on-going growth , but also lacked the investment into innovation . This would in turn impact the kind of service we wanted to deliver to our customers . We had simply outgrown them and whilst our requirements were not unique or particularly specialised , we did need an industrial strength solution !
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