Furdeco service success = 99.86%

International pure play, multi-website online retailer in the home improvement sector, Limitless Digital Group constantly strives to ensure their e-commerce platforms are designed to give the user the best possible experience. This includes the final mile and delivery of their products.

Challenges & Requirements

A new 2-Person delivery provider was required who had flexibility in the options available for 2-Person white glove delivery.

The business relies on evidenced customer satisfaction through reviews and therefore needed a partner who could deliver to match the high standards of their reputation.

The was a need for detailed reporting data and a real understanding of how the smallest percentage affects the business.

Solution

International online retailer; Limitless joined in partnership with Furdeco 2-Person home deliveries in June 2021

Customised delivery solution to suit the range of client of home delivery options the client offered to their customers.

Detailed reporting with proactive account management.

Services Setup:

2-Person White Glove Home Delivery
2-Person hallway service
2-Person room of choice

Outcomes and Benefits

Lead time including out-of-area consignments = 2.2 Days
Number of Next Day deliveries = 26%
Overall service success = 97.80%
Furdeco service success = 99.86%
Damage rate 0.07%
Class-leading Trust Pilot reviews

A Trusted Partnership

“We are thrilled to be partnering with Limitless Digital since commencing our partnership in Summer 2021. Over this period the volume has grown significantly due to service excellence and our ability to sustain extremely low damage levels. As a result, LDG has transferred/migrated lighter products from a 1-person service to a 2-person solution. The impact of damage is a cost to retailers. LDG was delighted when we dedicated sections within our National Distribution Centre for them with bespoke racking to provide the best protection.”
Account manager, Harj Sidhu

“Limitless Digital Group had been looking for a reliable and cost-effective 2-person delivery service for the delivery of its larger and heavier products for over two years, mainly in response to feedback from customers who were unhappy with kerbside pallet deliveries, having to lift heavy items into their houses and then having to dispose of the remaining pallets.
We had approached and trailed two other 2-person delivery companies but were not completely satisfied with either the service or the reporting they offered. Whilst we wanted to offer our customers the option of choosing a 2-person ‘Room of Choice’ delivery service as a paid service, we also wanted to provide a 2-person delivery as part of our standard ‘free’ delivery option.

We had not heard of Furdeco before they approached us, however, we were pleased that Furdeco’s customer-focused values aligned with our own. We were even more impressed when Furdeco was responsive to our requirements and developed a 2-person ‘over the threshold’ service as an added addition to their full white glove, room of choice offering.
After a successful pilot, Furdeco now delivers about 3,000 orders a month for us. We have seen a significant reduction in damaged and delayed deliveries since switching, and I am pleased to say that we are receiving more 5-star customer reviews following a Furdeco delivery.

Our Customer Experience team is delighted with the transparency of the Furdeco portal, which enables them to be proactive when issues arise. They also like being able to run service reports as and when they wish. They enjoy direct support from our Furdeco account manager and service manager should they need to discuss specific deliveries in more detail.”

— Tim Wright, Operations Director