- 25 February 2020
- Transport / Logistics Services
Two-man delivery company ArrowXL is to roll out a new service to help avoid missed deliveries. The dedicated driver hotline is designed to improve first-time delivery rates. This is going nationwide after a regional trial where more than 700 potential failed deliveries arrived safely and a much-improved customer satisfaction score during the three month trial.
Where there are problems with delivery such as no one at home, unable to find the property, or they discover the customer has moved or the address is empty, they are able to phone ArrowXL’s team of nine ‘customer champions’ who are available during working hours and have access to additional mapping data, as well as the ability to cross-check customer data for alternative contact numbers and previous/new addresses.
Peter Louden COO at ArrowXL, said: “A 2-person delivery is far more complex than other types of delivery as customers have to be in to receive it and have often had to take time off work. There is no ‘safe place’ or ‘leave with a neighbour’ option for a fridge freezer or divan bed/mattress so non-delivery is important for us as well as the consumer.”
“The My Customer Line’ will kick in whenever our delivery crews can’t deliver an item and provide extra support and information. We are really pleased with the results so far and can confirm that this is the first of a number of initiatives we are launching as part of our commitment to putting the customer at the heart of our business.”