Fantastic Furniture Case Study: Home delivery fleet

"Quick, responsive and very accommodating with customer needs..."

ABOUT THE CLIENT

Fantastic Furniture is one of Australia’s largest furniture and bedding manufacturers and retailers. Their superstores can be found in major metropolitan cities and regional centres around Australia.

Since 2014, a dedicated ANC fleet has been servicing home delivery and store pick up jobs for 25 stores across NSW, QLD, WA and VIC.

With one ANC two-man delivery team per store, driver teams develop close relationships with stores and customers to meet the required 3 hr. delivery window for over 4000 home deliveries each month.

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THE CHALLENGE

  • Fantastic Furniture sought a uniformed “Customer Experience” nationally.
  • Simplify and standardise processes Australia-wide.
  • Moving from store based silo relationships that provided low head office control.
  • Providing a national service cost model for store managers who are rewarded on transport cost saving.

 

THE ANC TEAM SOLUTION

  • Transparent KPI reporting capabilities including monthly review, analysis and targeted focus on increasing NPS stats
  • Compliance to all industry safety and customer service standards
  • Driver profiling & training programmes with a customer engagement focus
  • Flexibility in fleet allocation for peak sales periods – making sure every customer gets their delivery
  • Account management – local and national reviewing wins, challenges 
  • Driver meetings – covering customer service, customer engagement, customer satisfaction, manual handling, safe driving on the roads

 

BENEFITS AND OUTCOMES

  • ANC partnered stores received a Customer Satisfaction rating of 82% for home delivery.
  • 3 Gold Star customer feedback numbers for Q2 2016 – avg. 205 received per month
  • Strong relationships forged between store & ANC driver teams & account management teams

 

WHAT OUR CLIENTS SAY

“The drivers are very strong and we can rely on them. They are quick, responsive and very accommodating with our customer needs and time frames.”

Store Manager, Victoria, Fantastic Furniture

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