Single site hub with no transhipping of product which enables less damage and focus on product specialist delivery needs.

Riley was founded, in 1976 and is now one of the world’s best-known brands in snooker and cue sports currently sponsoring Ronnie O’Sullivan and Mark Selby.

Challenges & Requirements

  • Damage percentage was too high

  • Incorrect handling of the unique nature of the products

  • Call waiting times were also too high for the service centre

  • Lack of account management.

Solution

Single site hub with no transhipping of product which enables less damage and focus on product specialist delivery needs.

No subcontracted drivers to encourage client confidence in their goods being properly cared for by expertly trained teams. All our drivers are PAYE-exclusive self-employed. Fully trained crews have completed induction training through the Furdeco Academy.

Dedicated one-to-one account manager to ensure agreed quality and targets are met.

Services Setup:

  • 2-Person White Glove Home Delivery

  • Room of Choice

  • Detailed reporting

Outcomes and Benefits

  • An average lead time of only 2.25 days for delivery with over 13% completed by next day!

  • Only 1 damage was recorded out of 1842 consignments which means a significant cost saving with regards to the pain of damage itself and associated returns.

  • The proactive account management and the transparent relationship have streamlined the whole customer delivery process, as there has been significantly less time spent on waiting.

  • Consumers receive a hassle and damage-free delivery which improves Riley/BCE customer satisfaction, evidenced by reviews.

A Trusted Partnership

“Since September 2021, Furdeco are proud to have delivered snooker tables for BCE/Riley. The product's weight and size can be challenging to handle safely, We have invested time into training our crews and staff so that damage is minimised. Furdeco also delivers similar heavy sports equipment such as table tennis tables safely to the Room of Choice whilst impressing customers with a ‘final metre’ experience.”

Account Manager, Armadeep Gill

“Having a single point of contact (Amardeep in our case, who is an absolute star!) for all queries (as opposed to a call centre or generic helpdesk for emails with extended wait times for responses) was also a huge selling point. The very obvious emphasis on driver training altogether painted a very reassuring picture, making the switch to Furdeco an easy decision.”
— BCE Riley

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