" Case Study "

How By-Appointment Deliveries
Improved Deskify's Customer Satisfaction

Atena
September 6, 2024

About Client

Deskify, a notable player in the small and medium-sized furniture sector in Canada, faced a challenge common among growing retailers: the absence of a by-appointment delivery option, which limited customer convenience and satisfaction. This case study details how Deskify enhanced customer satisfaction by implementing by-appointment deliveries with the assistance of DelGate, a company known for its innovative delivery, distribution, and fulfillment services in Canada.

The Challenge

Prior to partnering with DelGate 3PL Logistics, Deskify operated a standard delivery model that did not allow customers to schedule deliveries at specific times. This often resulted in missed deliveries, customer frustration, and increased operational costs due to redeliveries. Recognizing the need to improve service flexibility and responsiveness, Deskify sought to introduce a by-appointment delivery system.

DelGate’s Tailored Solutions

DelGate introduced several strategic solutions to implement an effective by-
appointment delivery system for Deskify:

DelGate developed and integrated a dynamic scheduling system into Deskify’s online ordering platform, enabling customers to select specific delivery dates and times that suited their convenience.

To support the new delivery model, DelGate implemented real-time communication tools that allowed customers to receive updates about their delivery status and make adjustments if necessary, enhancing transparency and control over the delivery process.

DelGate optimized Deskify’s logistics operations to accommodate the variability of scheduled deliveries, including route optimization and driver scheduling, to ensure efficiency despite the increased complexity.

Comprehensive training was provided to Deskify’s customer service and delivery teams to manage the new system effectively, ensuring a smooth transition and maintaining high service standards.

Results

The implementation of by-appointment deliveries transformed Deskify’s
delivery service with remarkable outcomes:

Enhanced Customer Satisfaction

The flexibility of scheduling deliveries at their convenience significantly enhanced customer satisfaction levels. Surveys conducted post-implementation showed a 50% increase in customer satisfaction scores.

Reduced Delivery Failures

The precise scheduling reduced missed deliveries by 70%, significantly lowering the costs associated with redeliveries and improving operational efficiency.

Increased Sales

The improved customer satisfaction and service reliability led to an increase in repeat customers and word-of-mouth referrals, boosting sales by 30% within the first year.

Conclusion

The introduction of by-appointment deliveries by Deskify, facilitated by DelGate’s comprehensive solutions, significantly enhanced customer satisfaction and operational efficiency. This case study demonstrates the impact of adapting delivery models to meet customer needs and preferences, particularly in the competitive retail furniture market.

Future Directions

Buoyed by the success of this initiative, Deskify plans to further collaborate with DelGate to explore additional customized delivery options, such as same-day delivery and installation services. This continuous improvement strategy aims to further differentiate Deskify in the market and meet evolving customer expectations.

" Case Study "

How By-Appointment Deliveries
Improved Deskify's Customer Satisfaction

About Client

The Challenge

DelGate’s Tailored Solutions

Customer-Centric Scheduling System

Real-Time Communication Tools

Logistics Optimization

Training and Support