Housing Units, the award-winning home furnishings retailer, has implemented state-of-the-art mobile technology to improve its expanding home delivery operation. The 5 in 1 system from BigChange provides mobile apps that connect to customer services to provide real-time visibility of delivery and installation operations.
The two-man delivery crews are equipped with rugged Samsung tablets running BigChange JobWatch mobile apps that are used for vehicle inspections, navigation and live reporting on job status with supporting photographs. Entirely cloud-based, the BigChange solution is used by Housing Units customer service operatives to monitor over 300 deliveries a week.
Housing Units sends optimised delivery routes to the BigChange job scheduler for access by drivers on login into their tablets. After completing a vehicle check using JobWatch, the device is clipped into a vehicle cradle to provide navigation to each delivery and then used again on arrival for risk assessment and job completion with a customer signature on screen.
"BigChange has certainly had a big impact on our business. As well as the gains in customer services, it has eliminated all sorts of paperwork improving efficiency. We reckon the productivity of the delivery operation has been increased by 20 per cent." Comments Karl Shackley, Operations and Distribution Manager.
With each delivery and installation, photographs are captured to provide a record of the completed job showing the location and condition of goods delivered. Special templates have been created in JobWatch for items that are prone to damage in transit - such as bathroom ceramics – that customers are asked to sign off as delivered undamaged.
"BigChange really has made a big change to our customer service operation. Customers get text alerts reminding them of their agreed delivery time and with the tracking we can immediately contact them if we get delayed. Then we have a complete insight into the progress of every delivery job as it happens," says Claire Wild, Distribution Administration Manager, Housing Units.
"Crucially, the system provides undisputable evidence that the driver turned up at the agreed time and departed with all goods in place and undamaged. This is really important and it has led to a reduction in calls to customer services, allowing cases to be closed much quicker and has all but eliminated false claims," adds Wild.
Deliveries take on average 18 minutes and Housing Units are using tracking data to compare schedules against actual journey and stop off times. Geofencing is also used to alert the office if vehicles are 'off route' and in danger of running late. JobWatch is also useful for contacting drivers with a messaging facility ensuring communication even when out of phone reception.