Transforming Customer Service with Delivery Appointment Booking and Mobile Solutions

Sleepy’s used Descartes' advanced home delivery appointment booking and mobile solutions to transform customer service

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Waterloo, OntarioJan. 9, 2015Descartes Systems Group, a global provider of uniting logistics-intensive businesses in commerce, announced that Sleepy's, the largest privately owned specialty mattress retailer in America, transformed its customer service by offering a highly differentiated buying and delivery experience using Descartes' advanced home delivery appointment booking and mobile solutions.

"The code we live by at Sleepy's is to offer our customers the best price, most convenient delivery and most reliable service so that 100 percent of customers are satisfied 100 percent of the time," said Donald Rowley, executive and CIO at Sleepy's. "Descartes' superior technology platform for home delivery helps us deliver on this promise every day. A huge differentiator for us is the ability to collaborate with our independent delivery agents to support the entire customer buying and delivery lifecycle with Descartes' route planning, execution and mobile solutions integrated to our customer relationship management (CRM) system."

With advanced continuous delivery appointment and route optimization capabilities, Descartes' home delivery solution enables Sleepy's to offer more delivery and value-added service options at the point of order, including next-day delivery, setup and removal. The solution's enterprise-class, web-based architecture connects and synchronizes internal and external parties involved in the delivery process. In combination with Descartes' Airclic Perform advanced mobile solution for global positioning system (GPS)-enabled mobile tracking and electronic proof of delivery (ePoD), Sleepy's can rely on independent delivery agents to deliver orders while eliminating manual paper-based processes and reducing overall distribution costs.

"This is a key example of how our customers can transform customer service and achieve significant value by augmenting the delivery appointment booking and route planning and execution solutions they use from Descartes with comprehensive mobile capabilities," said Ken Wood, executive vice president of product management at Descartes. "We're really pleased to support Sleepy's in providing a differentiated buying and delivery experience that serves as a foundation for increased sales and higher customer loyalty."

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