Furniture, electronics and appliance retailer trims customer service costs, narrows delivery time windows with software from Cube Route
Toronto, Ontario — September 21, 2004 — Bad Boy, a furniture, appliance and electronics retailer, said today it has lowered its operational costs related to customer call outs and improved its customer service by narrowing delivery windows by more than 40 percent. The company said it achieved the results within six months of subscribing to on-demand logistics services provider Cube Route's Visibility and Routing package and Order Notification services.
While Cube Route has enabled Bad Boy to achieve operational savings through visibility into its fleet of third-party operators, it is also supporting Bad Boy's customer service with integrated automation features. This includes self-service order tracking through the Bad Boy Web site where customers can now track their own individual delivery times; and, automated order notification, enabling call-outs to customers the evening prior to, as well as the day of, delivery.
"Regardless of economic challenges, customer service is always the primary differentiator when it comes to attracting new customers and converting them to loyal shoppers," said Murray McMichael, distribution manager at Bad Boy. "With Cube Route, we have seen a marked improvement in service efficiencies."
McMichael explained that his company can now narrow its delivery windows to as little as three hours, and can also improve accuracy with estimated times of arrival. "By automating customer call-outs, we have also reduced the number of calls made by customers to our service staff, and reduced our own call-out costs. While this obviously impacts our bottom line, it ultimately reinforces our mandate to deliver exemplary service," he said.
Cube Route said its logistics solution is offered as a service, enabling organizations with private or dedicated fleets to streamline and gain visibility into last-mile delivery operations. The Cube Route service, which is offered on a pay-as-you-go basis, combines advanced tracking, planning and routing functionality with Web-based service delivery.