FurnitureFIND.com taps Exel as third-party logistics provider for "white glove" home delivery service
Columbus, Ohio — September 9, 2004 — Exel Direct, the fulfillment business unit of global supply chain management provider Exel, today announced it will begin providing a "white glove" home delivery service throughout the United States, and Toronto and Vancouver in Canada, in mid-September for FurnitureFIND.com, a furniture e-commerce vendor. Exel Direct said it anticipates making more than 14,000 deliveries annually.
Through FurnitureFIND.com's factory-direct model, Exel Direct will arrange for transportation from a list of more than 40 manufacturers of big-ticket items to one of its 42 cross-dock locations throughout the United States. Upon arrival at the cross-dock, Exel Direct "furniture medics" will inspect the product and prepare it for home delivery. As a value-added service, Exel Direct will apply fabric protection to appropriate pieces of furniture.
"Exel Direct's nationwide capabilities will reduce our lead times, damages and returns, while increasing customer satisfaction through professional home delivery quality standards," said Daryl Kleiman, FurnitureFIND.com's vice president of Merchandising and Logistics. "The advantage of one company managing our transportation and product deluxing will streamline processes."
For the first time, FurnitureFIND.com said it will have visibility of all orders through track and trace technology integrated with Exel Direct. Each hub within Exel Direct's network will manage dispatching, routing and confirmation of delivery of "white glove" furniture shipments.
"In our business, customer communication is essential for success. We are now able to call our customers before they call us," Kleiman added.
Using the order management system, Exel Direct will contact consumers two days before a mutually agreed upon four-hour delivery window to confirm that the purchase will arrive on time. Upon delivery, two Exel Direct associates will set-up the furniture, perform light assembly and remove packaging debris.
Exel Direct's nationwide network also serves as the foundation for reverse logistics services. The company will coordinate returns to FurnitureFIND.com's sole brick-and-mortar store in Niles, Mich.
Jim Kitz, Exel Direct's vice president of Business Development, said, "We are looking forward to assisting FurnitureFIND.com expand its customer base by providing flexible, professional delivery throughout the United States and parts of Canada. This e-commerce delivery solution allows Exel Direct to extend the online brand experience into the home while taking costs out of the supply chain."